OPERATIONS MANAGER (DENTAL LOB)

Position Overview:

We are seeking an experienced BPO Operations Manager to lead and manage a team focused on dental insurance or dental care processes within a Business Process Outsourcing (BPO) environment. The ideal candidate will have extensive experience in the dental healthcare sector, including claims processing, customer service, and compliance. You will be responsible for ensuring operational efficiency, client satisfaction, and the smooth running of dental LOB operations.

Key Responsibilities:

• Operational Leadership: Lead day-to-day operations of the dental LOB team, ensuring that all service level agreements (SLAs), quality metrics, and performance targets are met.
• Team Management: Recruit, train, and mentor team members, ensuring a high level of engagement, productivity, and professional development.
• Process Improvement: Continuously evaluate and optimize business processes related to dental insurance claims, dental provider management, patient communication, and back-office services.
• Client Management: Build and maintain strong relationships with clients in the dental industry, addressing their needs, handling escalations, and ensuring satisfaction with service delivery.
• Compliance: Ensure all operations adhere to industry regulations and standards, including HIPAA compliance and any relevant dental insurance regulations.
• Reporting & Analytics: Monitor key performance indicators (KPIs) and prepare reports for senior management and clients. Use data analytics to identify trends and areas for improvement.
• Budget & Resource Management: Manage the budget, resource allocation, and staffing to maximize efficiency while maintaining high service quality.
• Cross-functional Collaboration: Work closely with quality assurance, training, and client service teams to deliver consistent, high-quality results.

Qualifications:

• Experience:
  • 5+ years of experience in BPO operations with at least 3 years of managing teams in dental healthcare or dental insurance LOB.
  • Proven experience in dental claims processing, provider relations, or customer support.
• Skills:
  • Strong leadership and people management skills.
  • Excellent knowledge of dental insurance workflows, including claims, billing, and coding.
  • Expertise in process improvement methodologies such as Lean Six Sigma.
  • Excellent communication and interpersonal skills, with the ability to interact with clients and senior leadership.
  • Proficiency in using operations management software and CRM tools.
• Certifications (Preferred):
  • HIPAA Compliance Certification.

Working Conditions:

• Work Arrangement: Onsite
• Schedule: Night shift/shifting

About the Company

Outsource Accelerator is the trusted source for independent information, advisory and expert implementation of Business Process Outsourcing (BPO). We are the #1 Outsourcing Authority, offering the world's leading outsourcing aggregator marketplace.

We specifically provide the conduit between Philippines outsourcing suppliers and business clients across the globe. We continue to provide world-class talent to help small and medium-sized enterprises successfully build their offshore team in the Philippines.