<div>Role Overview - Operations Manager</div> <div>The Operations Manager &ndash; Customer Service will oversee and optimize customer service operations supporting US healthcare services. This role requires hands-on experience with US healthcare workflows, patient engagement, compliance, and service delivery standards. The ideal candidate will ensure high-quality patient experience while maintaining operational efficiency and regulatory compliance.</div> <div>Key Responsibilities</div> <div>Customer Service &amp; Patient Experience<br /> Lead and manage customer service teams supporting US patients across phone, email, patient portals, and telehealth platforms.<br /> Ensure a consistent, empathetic, and HIPAA-compliant patient experience.<br /> Handle escalations related to patient care coordination, scheduling, billing queries, and service concerns.</div> <div>US Healthcare Operations<br /> Oversee day-to-day customer service operations aligned with US healthcare standards.<br /> Work closely with clinical, billing, credentialing, and care coordination teams.<br /> Ensure compliance with HIPAA, patient privacy regulations, and internal policies.</div> <div>Process Improvement &amp; Performance Management<br /> Develop and maintain SOPs for customer service operations<br /> Track KPIs such as response time, resolution rate, patient satisfaction, and call quality.<br /> Identify gaps and implement process improvements to enhance service delivery.</div> <div>Team Leadership &amp; Development<br /> Recruit, train, and mentor customer service staff with a focus on US healthcare best practices.<br /> Conduct performance reviews and continuous training initiatives.</div> <div>Stakeholder Collaboration<br /> Collaborate with IT, marketing, clinical operations, and leadership teams to improve patient journey and service efficiency.<br /> Support onboarding of new services, providers, and patient programs.</div> <div>Required Qualifications<br /> Bachelor&rsquo;s degree in Healthcare Administration, Business Management, or a related field.<br /> 5+ years of experience in US healthcare operations or customer service management (mandatory).<br /> Strong understanding of US healthcare systems, patient workflows, and service models.<br /> Working knowledge of HIPAA compliance, EMR/EHR systems, and telehealth operations.<br /> Excellent communication, leadership, and problem-solving skills.</div> <div>Preferred Experience<br /> Experience working with US primary care, multi-specialty clinics, or healthcare service organizations.<br /> Exposure to revenue cycle processes, patient billing support, or care coordination.<br /> Experience managing remote or offshore customer service teams supporting US healthcare clients.</div> <div>Key Skills &amp; Competencies<br /> US Healthcare Operations<br /> Patient Experience Management<br /> HIPAA Compliance<br /> Team Leadership &amp; Coaching<br /> Process Optimization<br /> Stakeholder Management</div>