Manager - International Voice Process -Healthcare- Gurgaon

Role Overview:-

We are seeking an experienced leader to manage end-to-end delivery of international healthcare voice operations, overseeing multiple clients and a 20+ member team. The role is responsible for service quality, client governance, team performance, and compliance with healthcare and data-security standards.

Key Responsibilities:-

Operations Management

• Lead day-to-day operations for US/UK/AU healthcare voice processes (Patient Access, Eligibility, Prior Authorization, AR & Claims Follow-up, Denials, Provider/Payer Calling, etc.).
• Achieve all operational SLAs: Service Level, AHT, QA, CSAT, FCR, Attendance, and Productivity.
• Drive RCA and CAPA for escalations, errors, and performance gaps.
• Ensure up-to-date SOPs, knowledge base, and process documentation.

Client & Stakeholder Management

• Primary point of contact for assigned clients; manage WBR/MBR/QBR governance.
• Understand client requirements, manage scope, and support transitions/ramp-ups.
• Identify risks, propose solutions, and drive continuous improvement initiatives.

Team Leadership

• Manage and mentor a team of 20+ agents/SMEs/TLs; oversee hiring, coaching, and performance management.
• Implement engagement initiatives to maintain productivity, morale, and retention.
• Conduct regular huddles, reviews, feedback sessions, and skill enhancement programs.

Quality & Compliance

• Ensure HIPAA and data privacy compliance across all processes.
• Partner with QA for audits, calibration, and defect reduction.
• Maintain 100% adherence to internal and external audit requirements.

Continuous Improvement

• Implement Lean/Six Sigma practices to optimize efficiency and reduce errors.
• Improve call flows, documentation processes, and customer experience metrics.
• Use data-driven insights to enhance performance and reduce operational cost.

Required Skills & Qualifications

• 8+ years of experience in international voice process.
• Proven track record managing

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  20+ FTE and handling multiple US/UK/AU clients.
• Strong knowledge of healthcare voice sub-processes (EBV, PA, AR/Denials, Patient Access).
• Excellent communication, leadership, and stakeholder management skills.
• Hands-on experience with contact center tools (NICE, Five9, Genesys, Avaya), CRM/EMR platforms, and WFM basics.
• Strong analytical ability with expertise in operational metrics and dashboards.
• Bachelors degree required; MBA or Lean Six Sigma certification preferred.

Key KPIs

• SLA & Quality Scores
• CSAT/NPS
• Attrition & Attendance
• Productivity & Utilization
• Audit & Compliance Scores
• Client Satisfaction & Account Growth

Shift:-

• US/UK/AU shift flexibility required.