Operations Manager

Cebu City, Cebu
Contract
Full-time

1 month ago

The Mission:Join us in our mission to redefine health care and improve millions of lives through the power of technology and compassion. At EasyHealth, we believe in advancing healthcare with a member-first approach. We're shaping the future of healthcare; one Annual Wellness Visit at a time.About Us:EasyHealth is a leader in proactive and comprehensive healthcare, dedicated to providing thorough health assessments and preventive care solutions. Our services are designed to ensure patients achieve and maintain optimal health. To deliver better health outcomes and member experiences, EasyHealth partners with health plans and risk-bearing entities to enable value-based care.About the Role:The Operations Manager supports the Site Manager in leading day-to-day operations of a healthcare scheduling account. This role ensures service levels are met, patient appointments are handled efficiently, and compliance with healthcare protocols is maintained. The Operations Manager supervises team performance, ensures accuracy in patient scheduling, and supports client satisfaction through consistent operational oversight.What You'll Do:

Operations Oversight

Monitor and manage scheduling performance KPIs including appointment conversion rate, no show rate, QA scores, and AHT.
Manage and monitor staffing with forecasted call volume and peak hours for appointment setting.
Ensure real-time queue and call flow monitoring, especially during high-volume periods.
Leadership & Team Development

Oversee performance and development of Team Leaders and frontline agents handling patient scheduling.
Facilitate regular coaching sessions focused on improving accuracy, empathy, and efficiency in patient interactions.
Promote a culture of accountability, responsiveness, and patient care excellence.
Compliance & Quality Assurance

Ensure strict adherence to HIPAA guidelines and healthcare-specific protocols during scheduling and patient data handling.
Partner with QA and Training to address errors, patient complaints, or misbookings, and ensure corrective action is taken.
Support internal audits and maintain documentation.
Client Coordination & Escalation Handling

Handle concerns related to scheduling performance or patient satisfaction.
Participate in calibration calls, business reviews, and performance update meetings.
Assist in managing and resolving service-impacting escalations.
Process Improvement & Reporting

Analyze patterns in no-show rates, appointment errors, and call trends to recommend process improvements.
Collaborate on automation, script enhancements, and workflow streamlining to improve scheduling accuracy and patient engagement.
Prepare daily and weekly reports on scheduling outcomes and service levels for review by the Site Manager.

Who You Are:

Required:

At least 2 years of leadership experience in a call center setting.
Knowledge of HIPAA and best practices in handling patient data and appointment workflows
Strong communication, coaching, and problem-solving skills
Preferred:

Familiarity with Confluence, Jira, Air table and Power BI
Hands-on experience with outbound/inbound scheduling campaigns or centralized healthcare call centers
Proficiency with call center platforms (Five9, Curitics)
Key Competencies:

Operational leadership in a healthcare setting
Appointment scheduling accuracy and oversight
HIPAA compliance and patient confidentiality
Coaching and team motivation
Data analysis and real-time decision-making

What We Offer:

Independent Contractor
Salary Range: PHP100,000-PHP110,000/month
Schedule: 8am to 5pm PST Monday - Friday. Flexibility required to support 24/7 operations or cover for Site Manager when necessary
Setup: Onsite in Ormoc, Leyte.
Opportunities for career growth and development
Positive and supportive work environment

Why EasyHealth?

Join an organization that values boldness, ambition, collaboration, and a customer-centric approach.

Work in a dynamic, entrepreneurial environment with a strong team spirit.

We are committed to your growth and potential.

Enjoy competitive compensation.

At EasyHealth, diversity enriches our performance and products. We are committed to providing an environment of mutual respect and equal employment opportunities. We encourage applications from all backgrounds.Ready to transform healthcare with us? Apply today!

EasyHealth

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