BPO Operations Manager - Healthcare (BOG)

Position Summary:

We are seeking a skilled BPO Operations Manager to lead and manage one of our healthcare operations. This on-site leadership position requires developing and guiding a team that enhances the organization's overall patient journey and satisfaction. The ideal candidate will mentor team members, identify opportunities to improve customer service quality, and implement best practices at all levels.

Responsibilities:

• Build and lead a team of patient experience professionals, ensuring alignment with organizational objectives.
• Provide mentorship, training, and professional development opportunities for staff.
• Map the patient journey and identify opportunities to enhance service delivery.
• Lead initiatives to reduce pain points and improve patient outcomes, engagement, and satisfaction.
• Oversee the collection and analysis of patient feedback (e.g., surveys, reviews, focus groups).
• Develop key performance indicators to measure patient satisfaction and track improvements.
• Present insights and recommendations to senior leadership and stakeholders.
• Serve as the final escalation point for complex or high-profile patient concerns.
• Collaborate with cross-functional teams to address issues effectively.
• Promote a culture of empathy, inclusion, and service excellence within the team.
• Recognize and reward staff contributions to patient satisfaction.
• Ensure all operations are carried out in an appropriate, cost-effective manner.
• Improve operational management systems, processes, and best practices.
• Help the organization’s processes remain legally compliant (e.g., HIPAA).

Required Skills/Abilities:

• Excellent (near-native) English proficiency is a requirement for this job.
• 5+ years of BPO experience in patient experience or healthcare is required, with at least 2 years in a leadership role.
• Background in change management and organizational development.
• Demonstrated success in developing and implementing patient experience strategies.
• Strong leadership, communication, and interpersonal skills.
• Proficiency in data analysis and reporting tools.
• Deep knowledge of healthcare regulations and patient privacy standards (e.g., HIPAA).
• Proven track record of scaling business operations.
• Tech-savvy with advanced proficiency in G-Suite/MS Office.
• Outstanding organizational and leadership skills.

Education and Experience:

• 5+ years of experience in similar roles.
• Bachelor’s degree in Healthcare Administration, Business Administration, or a related field.
• BPO industry experience is required.