RCM Operations Manager

Overview

We are looking for an experienced RCM Operations Manager to provide strategic and operational leadership for a healthcare Revenue Cycle Management (RCM) program. This role is accountable for end-to-end service delivery, operational performance, cost efficiency, client relationship management, and the development of operational leaders.

The ideal candidate will have substantial managerial experience leading healthcare RCM campaigns in a BPO environment, with a proven ability to manage multiple lines of business, deliver contractual targets, optimize workforce performance, and maintain compliance with US healthcare standards.

Key Responsibilities

1. Strategic Operations and Service Delivery

• Oversee end-to-end RCM operations and ensure achievement of contractual SLAs, KPIs, and financial targets across multiple lines of business.

• Partner with Workforce Management (WFM) to support volume forecasting, capacity planning, staffing optimization, and schedule alignment.

• Identify operational risks, workflow bottlenecks, and performance gaps, implementing proactive, data-driven solutions.

• Drive process optimization, operational scalability, and cost efficiency.

2. People Leadership and Organizational Development

• Lead, mentor, and develop Supervisors, Assistant Managers, and operational support teams.

• Build a strong leadership pipeline and promote accountability, employee engagement, and retention.

• Establish performance management frameworks, career development pathways, and leadership training initiatives.

• Drive organizational effectiveness and consistent execution of operational goals.

3. Client Governance and Stakeholder Management

• Serve as the primary operational contact for client stakeholders.

• Lead Weekly Business Reviews (WBRs), Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs).

• Present operational performance metrics, trend analyses, improvement plans, and strategic growth opportunities.

• Manage client escalations, service recovery plans, and operational alignment.

4. Quality, Compliance, and Continuous Improvement

• Lead continuous improvement initiatives using Lean, Six Sigma, automation, and other process optimization methodologies.

• Ensure compliance with HIPAA, healthcare data privacy requirements, and internal quality standards.

• Oversee audit readiness, compliance checks, and operational governance.

• Collaborate with HR, IT, Finance, Training, Quality Assurance, and Workforce Management teams to improve service delivery and operational performance.

Qualifications and Requirements

• Minimum 5+ years of progressive leadership experience in BPO operations, including significant managerial-level experience managing healthcare RCM campaigns.

• Proven experience managing large teams and multiple lines of business (LOBs).

• Strong understanding of healthcare RCM processes, operational scorecards, financial analytics, and performance management.

• Demonstrated expertise in capacity planning, workforce optimization, and operational cost management.

• Experience managing client relationships, executive escalations, and WBRs, MBRs, and QBRs.

• Strong strategic thinking, executive communication, decision-making, and change management skills.

• Knowledge of HIPAA and US healthcare compliance requirements.

• A stable employment history, with at least two years of tenure in previous roles.

• Candidates with multiple previous roles lasting less than two years will not be considered.

• Willingness to work 100% onsite at TP Alphaland, Magallanes, Makati City, on a night shift.

• Availability aligned with the hiring timeline.

Recruitment Process

1. Candidate Validation

2. Three-Level Interview Process

Application Requirements

Submit an updated resume clearly highlighting healthcare RCM managerial experience, team sizes managed, number of lines of business handled, client governance responsibilities, WFM and capacity planning exposure, and measurable operational achievements.

Employment Eligibility: Former employees of Teleperformance (TP), PSG Global Solutions, Majorel, and Aegis are not eligible for rehire, whether directly or through a third party.