Operations Manager
Velocitii•Medina, NY
•$65,000 - $75,000•Remote
About The Position
Velocitii is hiring a BPO Operations Manager to lead healthcare operations, drive performance, and build strong client partnerships. This role is for individuals who are proven leaders, thrive in a fast-paced environment, enjoy developing high-performing teams, and have a passion for operational excellence. The position involves overseeing day-to-day operations, client satisfaction, team performance, and operational excellence across one or more healthcare programs.
Requirements
- Minimum 5 years of progressive management experience in a BPO or contact center environment
- Minimum 3 years of healthcare operations experience
- Experience managing healthcare programs such as: Health insurance, Claims processing, Provider services, Member services, Patient support, Prior authorization, Healthcare customer service
- Demonstrated experience leading supervisors and large frontline teams
- Strong client relationship and stakeholder management skills
- Experience managing operational performance through KPIs and SLAs
- Strong communication, organizational, and decision-making skills
- Ability to balance multiple priorities in a fast-paced environment
- Understanding of HIPAA regulations and Protected Health Information (PHI) requirements
- Knowledge of healthcare terminology, claims, benefits administration, and health plan operations
- Familiarity with healthcare compliance and regulatory requirements
- Comfortable working in a fast-paced environment where priorities may shift
- Passion for developing teams and driving employee engagement
- Commitment to continuous improvement and operational excellence
- Participate in virtual or in-person interviews
- Complete pre-employment requirements, including: Background screening, Employment verification, Drug screening
Nice To Haves
- Bachelor's Degree in Business Administration, Healthcare Administration, Operations Management, or a related field
- Experience in a multi-client BPO environment
- Workforce Management experience
- Project management experience
- Lean Six Sigma Green Belt or equivalent certification
- Knowledge of CMS, Medicare, Medicaid, or Commercial Health Plan
- Experience supporting remote and hybrid workforces
Responsibilities
- Lead healthcare customer service, claims, provider support, member services, patient support, prior authorization, or related healthcare programs
- Drive achievement of key performance indicators (KPIs) including service levels, quality scores, productivity, customer satisfaction, attendance, and adherence
- Monitor performance trends and implement action plans to improve results
- Provide leadership, coaching, and support to Supervisors, Team Leads, and frontline teams
- Ensure staffing levels align with client needs and business requirements
- Serve as the primary operational contact for assigned healthcare clients
- Prepare and present operational reports, business reviews, and performance analyses
- Partner with clients to identify opportunities for process improvements and operational efficiencies
- Foster a culture of accountability, engagement, and continuous learning
- Collaborate with Quality Assurance, Training, Workforce Management, and Operations leadership to ensure consistent execution
- Analyze operational data to identify trends, risks, and opportunities for improvement
- Lead root cause analysis and corrective action planning
- Support departmental budgets, labor utilization, and operational efficiency initiatives
- Ensure adherence to HIPAA, PHI security standards, client requirements, and company policies
- Lead and develop high-performing teams
- Influence business strategy and operational improvements
- Work alongside leaders committed to continuous improvement and client success
- Support remote and onsite teams in a dynamic healthcare BPO environment
- Participate in virtual and in-person meetings as business needs require
- Occasional travel may be required based on client and operational needs
Benefits
- Competitive salary based on experience
- Annual bonuses and merit raises available
- Opportunities for professional growth and advancement
- Free Healthcare for You & Your Family (24/7 telehealth visits, in-home diagnostics in select areas)
- Healthcare, life insurance, and 401(k) kick in the first of the month after hire
- Paid time off
- Paid holidays (including your birthday)
- Volunteer time off
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What This Job Offers
Job Type
Full-time
Career Level
Manager
