RCM Operations Supervisor

Gratitude Inc

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10 hours ago

RCM Operations Supervisor

2-3 Year(s)

Manila

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Job Description

Key Skills

Revenue Cycle Management

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Job Title : RCM Operations Supervisor

Position Overview

The RCM Operations Supervisor is responsible for leading, coaching, and supervising a team of Revenue Cycle Management (RCM) professionals in a high-volume BPO environment.

The role ensures operational efficiency, adherence to Service Level Agreements (SLAs), compliance with healthcare regulations including HIPAA, and achievement of key performance indicators such as Quality, Productivity, and Turnaround Time (TAT).

Key Responsibilities

1. Operational Team Leadership & Execution

Supervise daily floor operations and conduct regular team huddles.
Ensure effective workflow distribution across RCM workstreams, including billing, collections, claims, denials, and accounts receivable.
Monitor attendance, schedule adherence, and operational queues.
Provide floor support for operational escalations and complex processing issues.

2. Performance Monitoring & Quality Oversight

Monitor team performance against Productivity, QA, SLA, and TAT targets.
Analyze performance reports and error trends with Quality Assurance and Training teams.
Identify root causes and performance gaps.
Implement corrective action plans and targeted coaching strategies.

3. Coaching, Mentoring & Development

Conduct regular one-on-one coaching sessions and performance evaluations.
Support career development and performance improvement initiatives.
Support newly onboarded RCM specialists during nesting and transition-to-production.
Partner with Training teams to identify recurring knowledge gaps.
Deliver operational refreshers on RCM guidelines, coding, and client-specific processes.

4. Compliance & Governance

Ensure adherence to HIPAA, data privacy requirements, and client security protocols.
Maintain accurate coaching, attendance, and performance management documentation.
Ensure operational readiness for client audits, internal quality calibrations, and compliance reviews.

Mandatory Qualifications

2–3+ years of BPO experience with dedicated hands-on RCM Operations experience.
Prior supervisory or leadership experience as a Team Leader, Operations Supervisor, or SME in a BPO environment.
Strong working knowledge of end-to-end RCM processes, including:
- Medical Billing
- Collections
- Accounts Receivable (AR)
- Claims Submission
- Denials & Appeals
Strong analytical and problem-solving skills.
Excellent communication and stakeholder management skills.
Experience working in a healthcare BPO environment.
Knowledge of HIPAA and healthcare data privacy requirements.

Interview Process

Validation + 2-Level Interview Process

Pre-Screening Information

Recruiters should validate the following before endorsement:

Years of BPO Experience
Years of RCM Experience in BPO
Years of Supervisory / Leadership Experience in BPO
Last Drawn Salary
Expected Salary
Availability / Notice Period
Teleperformance Employment History
Willingness to Work Onsite
Willingness to Work Night Shift

Role

Deputy Manager-Operations

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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