Healthcare Operations Manager (SDQ)

Position Summary:

Horatio is seeking a results-oriented and highly professional Client-Facing Healthcare Operations Manager to strategically coordinate and oversee our healthcare operations. This critical role requires a strong leader with a proven track record of successfully leading and developing large teams, while also possessing significant experience in managing client relationships and ensuring exceptional service delivery. The specific duties include formulating and executing operational strategy, driving performance improvements, efficiently procuring materials and resources, and rigorously ensuring regulatory compliance. The ideal candidate will be adept at mentoring team members, proactively identifying and implementing strategies to elevate the quality of customer service, and establishing best practices across all levels of the organization.

Responsibilities:

• Ensure all healthcare operations are conducted in an appropriate, cost-effective, and client-focused manner.
• Develop, implement, and continuously improve operational management systems, processes, and best practices, with a focus on enhancing client satisfaction.
• Ensure the organization’s processes remain legally compliant with all relevant healthcare regulations and standards.
• Formulate and execute strategic and operational objectives that align with organizational goals and client expectations.
• Analyze financial data and operational metrics to identify areas for improvement in efficiency, profitability, and client service delivery.
• Perform rigorous quality controls and monitor key performance indicators (KPIs) related to both operational efficiency and client satisfaction.
• Recruit, train, mentor, and effectively supervise large teams, fostering a collaborative and high-performing environment.
• Serve as a key point of contact for clients, building strong relationships and proactively addressing their needs and concerns.
• Identify and implement innovative strategies to increase the quality and effectiveness of customer service and client engagement.
• Collaborate with other departments to ensure seamless operational flow and a consistent positive client experience.

Required Skills/Abilities:

• Advanced English proficiency (both spoken and written).
• Demonstrable and proven successful track record of leading and managing large teams (15+ individuals).
• Proven work experience as an Operations Manager or similar role, with significant client-facing responsibilities.
• In-depth knowledge of organizational effectiveness and operations management principles within a healthcare setting.
• BPO or E-commerce experience, with a strong understanding of sales metrics and drivers, and their impact on client relationships.
• Excellent (near-native) writing in English is a strict requirement for this job, particularly for client communications.
• Tech-savvy with advanced proficiency in G-Suite/MS Office applications.
• Outstanding organizational, problem-solving, and decision-making skills.
• Exceptional communication, interpersonal, and client relationship management skills.

Education and Experience:

• 5+ years of progressive experience in similar operations management roles, with a significant portion of that experience involving direct client interaction.
• Mandatory: Proven success in leading and developing large teams within a dynamic environment.
• Healthcare industry experience is a must.
• Bachelor’s degree in Business, Operations Management, Healthcare Administration, or a related field.

Benefits

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Quarterly performance bonuses
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like BARNA
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family, and that plays into everything we do. We know that our employees are the team's most important part and treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page, hirehoratiord, to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spreading mental health awareness and promoting its importance. To take care of our people, we have in-house clinical psychologists.