Operations Manager - Healthcare Services
Kloud 7
Reports to:CEOLocation:E-11/2, Islamabad (Onsite)Timings:
5:00 PM - 2:00 AM
Summary:The Operations Manager is responsible for planning, directing, and overseeing healthcare operations to ensure efficiency, compliance, and excellence in patient services. This role provides leadership and strategic guidance to team leads and staff, manages operational performance, and drives continuous improvement initiatives. The Operations Manager serves as a key liaison between clinical, administrative, and support departments to achieve organizational goals and deliver a positive patient experience.Responsibilities:- Manage daily operations to ensure service delivery, efficiency, and compliance with organizational standards.
- Oversee patient access, scheduling, and support functions in collaboration with team leads and supervisors.
- Ensure effective resource allocation and workforce planning to meet service levels.
- Develop and implement QA frameworks to monitor accuracy, compliance, and customer experience.
- Conduct audits, review performance metrics, and provide feedback for continuous improvement.
- Ensure adherence to HIPAA, regulatory, and organizational policies.
- Design training and development programs based on QA findings to enhance staff performance.
- Monitor real-time operational performance and adjust workforce allocation as needed.
- Track KPIs such as productivity, accuracy, turnaround time, and patient satisfaction.
- Support leadership in identifying and pursuing new business opportunities.
- Lead, mentor, and support team leads to ensure operational excellence.
- Participate in strategic planning and organizational decision-making.
- Collaborate with HR to define staffing requirements and role specifications.
- Provide input into performance evaluations and employee development plans.
- Prepare and present reports to senior leadership.
- Perform other duties and tasks as assigned by the manager/supervisor.
Requirements: - Experience: Minimum 6 years in operations, quality assurance, or workforce management, with at least 3 years in a managerial role. Healthcare or customer service operations experience strongly preferred.
- Education: A bachelor’s degree in Healthcare Administration, Business, or a related field is required. Master’s degree preferred.
- Knowledge of medical terminology, insurance processes, and health record systems is a plus.
- Strong interpersonal, communication, and problem-solving skills.
- Proven expertise in QA frameworks, call monitoring, and performance coaching.
- Experience in business development, client engagement, or service expansion initiatives.
- Excellent analytical, problem-solving, and decision-making skills.
- Strong leadership, communication, and interpersonal abilities.