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About the role
Key responsibilities & impact- Own overall service delivery performance across assigned portfolio, including SLA’s, quality, Global, cost and throughput
- Lead Supervisors and frontline teams to deliver high-quality, compliant ROI services
- Collaborate with Workforce Management (WFM) and own daily and weekly staffing plans, schedules, and productivity management
- Analyze KPIs (TAT, OTD, quality, productivity) to identify gaps and develop action plans
- Ensure compliance with HIPAA, DMPO, UAD, and all standardized operational procedures
- Partner with Supervisors to coach staff, address performance issues, and support employee growth
- Serve as the first point of operational escalation for site-level execution issues (not customer issues)
- Coordinate with the Network Operations Center (NOC) to address aging, exceptions, or workflow disruptions
- Support training for new hires and ensure readiness to transition to centralized training (Phase 2)
- Maintain an accurate skills matrix and assist with work assignment optimization
- Contribute to continuous improvement initiatives and transformation pilots
- Work with VPO to address concerns with Account Management team for client communication
Requirements
What you’ll need- Experience managing teams in healthcare operations, HIM, or a large-scale production environment
- Demonstrated ability to coach and develop people leaders
- Comfort using metrics and dashboards to guide operational decision-making
- Strong understanding of HIPAA and regulated workflows
- Problem-solving skills and the ability to respond quickly to operational fluctuations
- Identify process improvement needs and appropriate solutions
- Ability to collaborate cross-functionally with NOC, Workforce Planning, Training, and Shared Services.
Benefits
Comp & perks- Health insurance
- Paid time off
- Flexible work arrangements
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
KPI analysisstaffing plansproductivity managementprocess improvementoperational decision-making
Soft Skills
coachingteam managementproblem-solvingcollaborationemployee development
Certifications
HIPAA compliance