RCM Operations Manager

Gratitude Inc

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15 hours ago

5-6 Year(s)

Manila (Eastwood quezon city, Pasay City)

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Job Description

Key Skills

Stakeholder Management WFM System Capacity Planning Healthcare Academy BPO Operation manager

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Job Title : RCM Operations Manager

Position Overview

The RCM Operations Manager will provide strategic and operational leadership for the Healthcare Revenue Cycle Management (RCM) program. The role is responsible for end-to-end service delivery, operational performance, cost efficiency, client relationship management, and leadership development.

The Manager will drive operational excellence, scale performance across multiple lines of business, and ensure compliance with applicable U.S. healthcare standards and BPO operational frameworks.

Key Responsibilities

A. Strategic Operations & Service Delivery

Oversee end-to-end RCM operations, ensuring achievement of contractual SLAs, KPIs, and financial targets across all lines of business.
Partner with Workforce Management (WFM) teams on volume forecasting, capacity planning, staffing optimization, and schedule alignment.
Identify operational risks, workflow bottlenecks, and performance gaps.
Implement proactive, data-driven solutions and process improvements to enhance service delivery.
Drive operational efficiency and performance across multiple lines of business.

B. People Leadership & Organizational Development

Lead, mentor, and develop Supervisors, Assistant Managers, and support staff.
Build and maintain a strong leadership pipeline.
Drive employee engagement, accountability, and retention initiatives.
Establish structured performance management frameworks and career development pathways.
Support leadership training and succession planning initiatives.

C. Client Governance & Stakeholder Management

Serve as the primary operational point of contact for client stakeholders.
Build and maintain strong client relationships.
Lead Daily, Weekly, and Monthly Business Reviews (WBR/MBR/QBR).
Present operational metrics, trend analysis, performance updates, and strategic initiatives.
Manage client escalations and service recovery plans.
Ensure operational alignment with client expectations and contractual requirements.

D. Quality, Compliance & Continuous Improvement

Drive continuous improvement initiatives using Six Sigma/Lean methodologies and automation where applicable.
Identify opportunities to improve operational efficiency and reduce processing costs.
Ensure compliance with HIPAA, healthcare data privacy requirements, and internal quality standards.
Maintain audit readiness and oversee compliance checks.
Collaborate with HR, IT, Finance, Training, QA, and other cross-functional teams.
Ensure healthcare RCM operations follow applicable compliance and quality requirements.

Qualifications & Requirements

5+ years of progressive leadership experience in BPO operations – Non-Negotiable.
Significant managerial-level experience managing Healthcare RCM campaigns.
Proven experience managing large-scale teams and multiple lines of business.
Strong experience with scorecard management and client relationship governance.
Comprehensive understanding of RCM metrics, financial analytics, capacity planning, and workforce optimization.
Strong executive communication and stakeholder management skills.
Demonstrated strategic thinking and change management capabilities.
Experience with WFM and capacity planning.
Knowledge of HIPAA and healthcare compliance requirements.
Candidates should demonstrate stable employment history.
Minimum 2 years of tenure in previous roles is required.
Candidates with multiple previous roles lasting less than 2 years should not be endorsed.

Pre-Screening Requirements

Years of BPO Experience:
Years of RCM Experience:
Years of RCM Management Experience:
Largest Team Managed:
Number of LOBs Managed:
Healthcare RCM Campaigns Managed:
Client Management / QBR / MBR / WBR Experience:
WFM / Capacity Planning Experience:
HIPAA / Healthcare Compliance Experience:
Last Drawn Salary:
Expected Salary:
Willing to Work Onsite – TP Alphaland: Yes/No
Willing to Work Night Shift: Yes/No
Available Start Date:

Interview Process

Validation + 3-Level Interview Process

Important Eligibility

Former Teleperformance employees are not eligible for rehire, either directly or through a third party.

Role

Operations Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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