Operations Manager - Customer Service | Scrabble
Posted on December 26, 2025
Job Description
Role Overview - Operations Manager
The Operations Manager – 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.
Key Responsibilities
Customer Service & Patient Experience
Lead and manage customer service teams supporting US patients across phone, email, patient portals, and telehealth platforms.
Ensure a consistent, empathetic, and HIPAA-compliant patient experience.
Handle escalations related to patient care coordination, scheduling, billing queries, and service concerns.
Lead and manage customer service teams supporting US patients across phone, email, patient portals, and telehealth platforms.
Ensure a consistent, empathetic, and HIPAA-compliant patient experience.
Handle escalations related to patient care coordination, scheduling, billing queries, and service concerns.
US Healthcare Operations
Oversee day-to-day customer service operations aligned with US healthcare standards.
Work closely with clinical, billing, credentialing, and care coordination teams.
Ensure compliance with HIPAA, patient privacy regulations, and internal policies.
Oversee day-to-day customer service operations aligned with US healthcare standards.
Work closely with clinical, billing, credentialing, and care coordination teams.
Ensure compliance with HIPAA, patient privacy regulations, and internal policies.
Process Improvement & Performance Management
Develop and maintain SOPs for customer service operations
Track KPIs such as response time, resolution rate, patient satisfaction, and call quality.
Identify gaps and implement process improvements to enhance service delivery.
Develop and maintain SOPs for customer service operations
Track KPIs such as response time, resolution rate, patient satisfaction, and call quality.
Identify gaps and implement process improvements to enhance service delivery.
Team Leadership & Development
Recruit, train, and mentor customer service staff with a focus on US healthcare best practices.
Conduct performance reviews and continuous training initiatives.
Recruit, train, and mentor customer service staff with a focus on US healthcare best practices.
Conduct performance reviews and continuous training initiatives.
Stakeholder Collaboration
Collaborate with IT, marketing, clinical operations, and leadership teams to improve patient journey and service efficiency.
Support onboarding of new services, providers, and patient programs.
Collaborate with IT, marketing, clinical operations, and leadership teams to improve patient journey and service efficiency.
Support onboarding of new services, providers, and patient programs.
Required Qualifications
Bachelor’s degree in Healthcare Administration, Business Management, or a related field.
5+ years of experience in US healthcare operations or customer service management (mandatory).
Strong understanding of US healthcare systems, patient workflows, and service models.
Working knowledge of HIPAA compliance, EMR/EHR systems, and telehealth operations.
Excellent communication, leadership, and problem-solving skills.
Bachelor’s degree in Healthcare Administration, Business Management, or a related field.
5+ years of experience in US healthcare operations or customer service management (mandatory).
Strong understanding of US healthcare systems, patient workflows, and service models.
Working knowledge of HIPAA compliance, EMR/EHR systems, and telehealth operations.
Excellent communication, leadership, and problem-solving skills.
Preferred Experience
Experience working with US primary care, multi-specialty clinics, or healthcare service organizations.
Exposure to revenue cycle processes, patient billing support, or care coordination.
Experience managing remote or offshore customer service teams supporting US healthcare clients.
Experience working with US primary care, multi-specialty clinics, or healthcare service organizations.
Exposure to revenue cycle processes, patient billing support, or care coordination.
Experience managing remote or offshore customer service teams supporting US healthcare clients.
Key Skills & Competencies
US Healthcare Operations
Patient Experience Management
HIPAA Compliance
Team Leadership & Coaching
Process Optimization
Stakeholder Management
US Healthcare Operations
Patient Experience Management
HIPAA Compliance
Team Leadership & Coaching
Process Optimization
Stakeholder Management