Manila - Assistant Manager | Healthcare Account

Key Responsibilities:

Operations & Performance Management:

• Assist in overseeing daily operations for Patient Scheduling processes in a Physician/Hospital Billing setup.
• Monitor and report team performance against defined metrics (collections, call quality, TAT, etc.).
• Ensure smooth process execution, compliance with SLAs, and address workflow gaps proactively.
• Collaborate with internal support teams (WFM, Quality, Training) to meet operational targets.
• Support change management initiatives and ensure timely communication to teams.

People & Team Management:

• Provide coaching, mentoring, and regular feedback to front-line staff.
• Foster a performance-driven, team-focused environment.
• Address and escalate employee concerns appropriately and in a timely manner.
• Assist in hiring, onboarding, and grooming talent for long-term success.

Client & Stakeholder Communication:

• Act as a point of contact for daily client interactions under the supervision of the Senior Operations Manager.
• Share timely updates, reports, and escalations with relevant stakeholders.
• Ensure delivery of client-requested data with accuracy and timeliness.

Process Improvement & Quality:

• Identify operational inefficiencies and suggest actionable improvements.
• Support audits, compliance requirements, and maintain data integrity.
• Help sustain quality assurance standards within the team.

Qualifications & Experience:

• Education: Graduate or at least 2 years of college education.
• Experience:
• Atleast 3-5 years in an Assistant Manager role.
• Minimum of 2 years handling US healthcare account
• Experience managing teams of 40–60 people in a contact center.
• Knowledge of staffing models, WFM tools, and cost-efficient resource planning.
• Client-facing experience preferred.
• Mandatory Skills:
• Working knowledge of EPIC is a plus.
• Strong understanding of the end-to-end Revenue Cycle.
• Familiarity with telephony and workforce management tools.
• USA business visa is a plus.

Technical & Leadership Competencies:

• Ability to analyze performance data and drive insights.
• Process improvement mindset with an eye for detail.
• Effective coaching and team-building skills.
• Strong Excel and MS Office skills.
• Comfortable working with quality frameworks and compliance policies.

Soft Skills:

• Excellent communication and interpersonal skills, especially in managing client expectations.
• Demonstrates ownership, accountability, and integrity.
• Flexible, resilient, and able to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and critical thinking ability.

Culture & Values:

• Champion company values, culture, and ethics within your team.
• Create a collaborative and inclusive work environment.
• Promote transparency, discourage office politics, and foster a positive workplace.

Reporting To:

Senior Operations Manager