The Role
The Operations Manager (Voice) leads a call center team, ensuring service quality and performance meets contractual standards while mentoring team leaders and supporting client expansion.
Summary Generated by Built In
RESPONSIBILITIES:
- Leads and directs a staff of 4-5 team leaders/supervisors that will have individual teams consisting of no more than 25 employees each. Total span of 60-80 FTEs
- Ensure calls from patients for multiple client hospital sites are answered within the client service levels and handled in a quality manner. Team may consist of no more than 25 employees
- Oversee and manage contact center performance to ensure contractual SLAs are met consistently
- Serve as a mentor to current team leaders/supervisors and all CSR employees by consistently displaying the R1 values
- Develop and implement recommendations and provide formal feedback on project results and team performance to management.
- Supports new client expansion development and implementation.
QUALIFICATIONS:
- 3 – 5 years’ experience in delivering customer service in a hospital or health care call center environment as an Operations Manager
- Bachelor’s Degree or equivalent experience
- Outstanding time management skills and the ability to simultaneously manage multiple tasks while remaining self-directed.
- Experienced leading and managing employees in a high contact center environment.
- Certified revenue cycle management experience preferred
- Prior continuous improvement experience utilizing Lean Six Sigma tools preferred
Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.
Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits.
What’s in it for you?
• Competitive Total Rewards Package
• Target variable incentives
• Medical Plan (HMO) from Day 1 of employment with free dependents
• Life insurance
• Paid Time-Off Benefits
• Sick Leave Conversion
• Night Differential offered
• Employee Referral Program
• All Mandatory Statutory Benefits
R1 RCM Inc. (“the Company”) is dedicated to the fundamentals of equal employment opportunity. The Company’s employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person’s age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, or any other characteristic protected by local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.
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Skills Required
- 3 - 5 years' experience in delivering customer service in a hospital or health care call center environment as an Operations Manager
- Bachelor's Degree or equivalent experience
- Outstanding time management skills
- Experienced leading and managing employees in a high contact center environment
- Certified revenue cycle management experience
- Prior continuous improvement experience utilizing Lean Six Sigma tools
R1 RCM Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about R1 RCM and has not been reviewed or approved by R1 RCM.
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Leave & Time Off Breadth — Flexible or unlimited PTO, paid holidays/vacation, and paid volunteer time are highlighted, supporting work-life balance in many roles. Time-off usability is described as workable in many teams, especially in exempt roles.
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Flexible Benefits — Remote work options and flexible schedules are available for many positions, offering convenience and adaptability depending on role and location. Work-from-home eligibility varies by position but is called out as a valued option.
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Career-Linked Recognition & Rewards — Recognition programs such as R1 Stars are implemented to boost engagement and morale. Feedback suggests these programs help reduce turnover and provide acknowledgment beyond base pay.
R1 RCM Insights
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The Company
What We Do
R1 is a leading provider of technology-driven solutions that transform the patient experience and financial performance of healthcare providers R1’s proven and scalable operating models seamlessly complement a healthcare organization’s infrastructure, quickly driving sustainable improvements to net patient revenue and cash flows while reducing operating costs and enhancing the patient experience.
