Operations Manager
- Krishna illendula
- 7 - 12 years
- Hyderabad
- 3 years ago
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Job Description
Hello Candidate,
Greetings from Hungry Bird Consulting Services Pvt. Ltd.
**** Work Location : Hyderabad, work from office. *****
We are hiring Operations Manager for our client at Hyderabad location, they are into Healthcare Technology Solutions & Care Provider.
Interested can share CV at kr****a@hu*******d.in or call on +919866660***.
Job Title: Operations Manager
Reports To: VP of Operations
Department: Operations & Management
Travel Requirements: 0-10%
Physical Demands: Requires manual dexterity, sitting, standing, stooping, reaching, kneeling,
crouching, bending, walking, lifting up to 25 lbs. Close vision and ability to adjust focus.
Summary: Leads India operations and day-to-day activities. This position is responsible for
formulating operational strategies for Team India (Ops) to include (but not limited to) operating
plans, process improvement, quality improvement. In addition, this position also plays a key
role in expansion planning of India operations as the company is growing rapidly.
Duties: All duties performed will be done accurately and in a timely manner.
1. Directly oversee the Referral/non-referral management, quality and compliance, billing, voice support and customer services functions to ensure effective daily operations and positive morale.
2. Serve their, US customers through the development and implementation of best healthcare back-office processes and procedures.
3. Provide suggestions for system and process improvement using your knowledge of daily and ground operations.
4. Undertake monitoring of day-to-day processes (as assigned) and shift resources based on needs/requirements.
5. Reduce cost of overall ops through effective resource allocation / utilization and process management / lean controls.
6. Undertake capacity planning.
7. Effectively manager service delivery and projects.
8. Managing teams and implementing the actions needed to manage : PCC, Intake, Billing, Authorization, quality and compliance, voice support and Credential Coordinator - Personnel related issues, i.e., Attendance, working hours, interacting, adhering to defined methods and procedures.
9. Undertake responsibility for Daily work completed per agreed upon priorities and SLA's.
10. Assist human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
11. Coaching and mentoring of India team members to maximize performance, retention, and job satisfaction.
12. Work with HR team to establish policies and procedures for recruitment, onboarding, training, and retention strategies concurrent aligned with their, US & India policies and procedures.
13. Establish a high standard for productivity, quality, customer service as well as define user guidelines, aligned with their, US policies and procedures.
14. Ensure proper compliance of procedures including but not limited to Security, HIPAA etc.
15. Prepare daily, weekly, and monthly KPI reports for submission to executive management.
16. Update Database with required performance and quality scores, Monitor trends in metrics, track effectiveness in productivity, quality, and customer experience.
17. Ensure all relevant reports are generated and distributed to required people per plan.
18. Summarize, collect, and analyze teams metrics by conducting monthly and quarterly staff performance reviews, assess needs to create short- and long-term performance objectives for the team.
19. Conduct 0-30, 31-60- and 61-90-day reviews for new hires and create the training needs for the operations team based on their performance.
20. Work collaboratively with US based Regional Team Leaders/ Managers and Regional Directors / Directors to drive efficiencies, streamline coordination between sites and ensure that all the organizational objectives are met for the day & the week.
21. Prepare for and attend various daily and monthly meetings, representing the India team issues/challenges/performance.
22. Manage on-boarding of new Operations members in India.
23. Train and manage resources.
24. Work with HR to create growth plans for top performers and PIP (performance improvement plan) or under performers.
25. Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
26. Work with the US counterparts to establish and finetune the SOPs and checklists for each business process.
27. Step in to handle escalated issue resolution with HR as required.
28. Ensure rollout of all new technology to the India team is done smoothly and on time.
29. Maintain consistent professional improvement through company provided workshops, tracking market trends and active participation in team projects.
30. Actively participate in the process of preparing annual budgets for the operations team after estimating necessities, correcting overspending, analyzing cost variance, and scheduling expenses.
31. Conduct periodic time studies to identify the gaps and opportunities for improvement.
32. Work with IT team to establish policies and procedures in compliance with HIPAA and HITRUST guidelines.
33. Implement agreed upon plans for expansion and capabilities in India.
34. Other duties as assigned.
Education and Experience:
1. Any Postgraduate (Preferably Business Management from an institute of repute.)
2. 5+ years of experience in healthcare/back office BPO.
3. 2+ years working as Manager.
4. Experience in US healthcare would be added advantage.
5. Demonstrated ability to work well in a team environment.
6. High level of problem identification ability, along with a solutions-based mindset.
7. Uncompromising level of integrity, honesty, trustworthiness, and ethical behavior.
8. Strong attention to detail and an urgency to achieve results.
9. Strong organizational skills and the ability to handle multiple tasks.
10. Results-driven, action-oriented, and self-motivated mindset.
11. Exercises good judgment and utilizes creative problem-solving skills.
Work Environment: Office setting.
Interested candidates can share their CV to kr****a@hu*******d.in or can reach us at 9866660***.
Please furnish the below mentioned details, that would help us expedite the process.
PLEASE MENTION RELEVANT POSITION IN SUBJECT LINE OF THE EMAIL.
Example: " KRISHNA - HR MANAGER - 7 YRS - 20 DAYS NOTICE "
Name:
Position applying for:
Total experience:
Notice period:
Current Salary:
Expected Salary:
Hope to receive response at the earliest.
Thanks and Regards
Krishna
+919866660***
( Whatsapp: wa.me/919866660*** )
Available on office hours
Job Classification
Industry: Medical Services / HospitalFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Operations
Role: Operations
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Doctorate Not Required
Contact Details:
Company: Hungry Bird Consulting Services Pvt Ltd.Address: Hyderabad
Location(s): Hyderabad
Keyskills: BPO Health Care Services Customer Service Operations Manager healthcare back office Backend Operations SLA US Healthcare QA Customer Support QC operations SOP Back Office Operations Healthcare Customer Support Operations Customer Service Operations Customer Handling
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Krishna illendula
Hungry Bird Consulting Services A leading client of Hungry Bird Consulting Services.
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