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Health Care Operations Manager

Infosys • Aguadilla Pueblo, PR

Posted 22 days ago

Job Snapshot

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Health Care


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Job Description

Senior Operations Manager – Aguadilla, Puerto Rico

In the role of Operations Manager, you will be responsible for coordinating with the transition team, plan and monitor the resource deployment, review the daily operations dashboard, staff planning, work allocations, governance adherence and interacts with the client with the objective to deliver target delivery model ,ensure delivery predictability  and enhance client satisfaction for the processes within purview within the  guidelines, policies and norms of Infosys

In this role, your responsibilities from a process and supervisory point of view include but are not limited to

  • Transition Coordination – Process definition & documentation, SOW/Metric determination, Process Training & Certification
  • Operations – Resource Planning, manpower training
  • Quality Planning (QC / QA) – comprehensive quality program for engagement
  • Talent management and Customer interactions
  • Service Legal Agreement and Process Compliance
  • Work Allocation and Resource Optimization
  • Knowledge Management and Process Re-engineering
  • Business Transformation and Revenue Enhancement

Job Requirements



  • Bachelor’s Degree in any career stream
  • At least 9 years of experience in BPO sector related to the job description


  • 10 years+ experience and background in Healthcare & Call Center, preferably in Claims, benefits, enrollment, billing, and customer relations.  Special attention to any candidate that has Claims processing background in a leadership capacity or contact center/large staff background in a high volume, multi-faceted industry
  • Experience handling service delivery/ operational experience and managing team of similar size
  • Knowledge of customer care operations and processes
  • Ability to work in a face paced environment with extreme attention to detail and ownership is required
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