Overview

We are looking for an experienced RCM Operations Supervisor to lead and manage a team of Revenue Cycle Management (RCM) professionals in a high-volume BPO environment.

The successful candidate will oversee daily operations, drive team performance, ensure compliance with healthcare regulations, and maintain service delivery standards across RCM processes. This role requires strong leadership, hands-on RCM knowledge, and the ability to improve quality, productivity, and turnaround time.

Key Responsibilities

1. Operational Leadership

• Supervise daily operations and conduct team huddles to ensure smooth workflow distribution across billing, collections, claims, denials, and accounts receivable.

• Monitor attendance, schedule adherence, queue management, and operational discipline.

• Provide floor support and resolve escalations and complex processing issues promptly.

2. Performance Monitoring and Quality

• Monitor productivity, quality assurance scores, SLA compliance, and turnaround time (TAT).

• Analyze performance reports and error trends with Quality Assurance and Training teams.

• Identify root causes, address performance gaps, and implement corrective action plans.

• Drive continuous improvement in operational efficiency and service delivery.

3. Coaching and Team Development

• Conduct regular one-on-one coaching sessions, performance reviews, and development discussions.

• Support new RCM employees during nesting and transition-to-production.

• Partner with Training teams to identify learning gaps and conduct process refreshers.

• Mentor team members to improve performance, process knowledge, and professional development.

4. Compliance and Governance

• Ensure adherence to HIPAA, data privacy requirements, and client security protocols.

• Maintain accurate coaching records, attendance documentation, and performance management records.

• Support client audits, internal quality calibrations, and compliance reviews.

Qualifications and Requirements

• Minimum 2–3 years of BPO experience, including dedicated hands-on experience in Revenue Cycle Management (RCM) operations.

• Previous supervisory or leadership experience as a Team Leader, Operations Supervisor, or Subject Matter Expert in a BPO environment.

• Strong working knowledge of end-to-end RCM processes, including:

  • Medical Billing

  • Healthcare Collections

  • Accounts Receivable (AR) Management

  • Claims Submission

  • Denials and Appeals

• Understanding of operational KPIs, including productivity, quality, SLA compliance, and TAT.

• Knowledge of HIPAA, data privacy, and healthcare compliance requirements.

• Strong analytical, problem-solving, communication, coaching, and stakeholder management skills.

• Willingness to work onsite in Makati City on a night shift or shifting schedule.

• Availability to join as soon as possible.

Recruitment Process

1. Candidate Validation

2. Two-Level Interview Process

Important Eligibility Requirement: Former employees of Teleperformance (TP) are not eligible for rehire, whether directly or through a third party. Please disclose your TP employment history during screening.

Interested candidates should submit an updated resume highlighting their RCM operations experience, supervisory responsibilities, team size managed, performance achievements, and relevant healthcare processes.