BPO Operations Manager, to lead healthcare operations, drive performance, and build strong client partnerships. If you're a proven leader who thrives in a fast-paced environment, enjoys developing high-performing teams, and has a passion for operational excellence, we'd love to hear from you.

WHAT'S IN IT FOR YOU - THE PERKS!

 Compensation & Incentives

• Competitive salary based on experience
• Annual bonuses and merit raises available
• Opportunities for professional growth and advancement

 EZ Access MD - Free Healthcare for You & Your Family!

• Enjoy 24/7 telehealth visits and, in select areas, in-home diagnostics, all at no cost to you. Coverage includes you, your spouse or partner, and children ages 2-25. Just one more way Velocitii supports your well-being!

 Benefits That Start Early

• Healthcare, life insurance, and 401(k) kick in the first of the month after hire
• Paid time off, paid holidays (including your birthday)
• Get paid to give back with volunteer time off

 Supportive Culture

• Velocitii values collaboration, accountability, transparency, and delivering exceptional service to both our healthcare clients and employees.

 Growth & Development

• Lead and develop high-performing teams
• Influence business strategy and operational improvements
• Work alongside leaders committed to continuous improvement and client success

 Remote Work

• 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

A DAY IN THE LIFE

As a BPO Operations Manager, you'll be responsible for overseeing day-to-day operations, client satisfaction, team performance, and operational excellence across one or more healthcare programs.

You'll:

• 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

WHAT WE'RE LOOKING FOR

Required:

• 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

Preferred:

• 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

Healthcare Knowledge:

• 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

Key Competencies:

• Leadership and team development
• Coaching and mentoring
• Employee engagement and change management
• Strategic planning and decision-making
• Financial and operational analysis
• Process improvement and root cause analysis
• Quality management and performance optimization
• Client relationship management and presentation skills
• Workforce planning, forecasting, and reporting

Additional Expectations:

• 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

If your experience and qualifications align with what we're seeking, we encourage you to apply today. We look forward to the opportunity to learn more about you!

Join Velocitii and help lead exceptional healthcare service delivery while driving operational excellence, compliance, employee development, and client success.