About the Job:
FGC+ Operations Managers have the highest level of responsibility across our company. They play a crucial role in driving our company and client’s success. In this role, you are both the industry subject matter expertise surrounding medical billing and claims processing to drive best practices for our client’s end to end financial cycle and a company leader ensuring a customer-oriented, productive, sustainable and compliant business operation. You lead a workforce of Medical Billing/Claim Specialists and Team Leaders, prioritizing their well-being and fostering a productive environment. With a minimum of 5 years in operations management—preferably with BPO experience—you will bring a wealth of expertise to this role. You will navigate Client relationships, managing current operational and quality expectations while always seeking out opportunities to further grow our support of a wide variety of clients. You will use your BPO/Operational expertise to drive continuous improvements to our environment. Your ability to balance client needs with business acumen and ability to train, empower, and inspire others will be key as you support your peers creating an exceptional collaborative environment across FGC+.
What You'll Do:
Operational Management:
- Lead and manage daily operations of the client support teams, ensuring adherence to service level agreements (SLAs) and achievement of performance metrics.
- Develop and implement strategies to optimize operational efficiency, including workforce planning, staffing, and scheduling.
- Monitor and analyze key performance indicators (KPIs) to identify trends, areas for improvement, and opportunities for cost reduction.
- Prepare and present regular reports on operational performance, highlighting achievements, challenges, and areas for improvement.
Team Leadership and Development:
- Provide leadership and guidance to a team of professionals, medical processing specialists, TLs, supervisors, and support staff.
- Conduct regular performance evaluations, provide feedback, and coach team members to achieve their goals.
- Foster a positive and inclusive work environment that promotes employee engagement and professional growth.
Process Improvement and Collaboration:
- Collaborate with cross-functional teams to implement process improvements and drive operational excellence.
- Stay abreast of industry trends, best practices, and emerging technologies to drive continuous improvement.
Client Relationship Management:
- Develop and maintain strong relationships with clients, ensuring contractual obligations are met, quality and service expectations exceeded.
- Proactively consult with clients on ways to improve their overall success.
- Be both tactically/subject matter respected and strategic in recommendations and support approach.
What You'll Bring:
- Willingness to work onsite based in Davao City.
- Ability to work flexible schedules, primarily night shifts.
- Bachelor’s degree or higher qualification.
- Fluency in English and good track record supporting US-based Clients.
- At least 3 years’ experience of full Revenue Cycle Management process supporting US facilities/medical service providers, required.
- At least 5 years of relevant experience in operations management, with BPO experience being a strong adv