Role Summary

The Operations Manager / Senior Operations Manager is responsible for leading day-to-day
medical coding operations, ensuring delivery excellence across productivity, quality,
compliance, and client SLAs. The role involves managing large teams, improving
performance, and acting as a key link between senior leadership and operations teams.

Key Responsibilities

1. End-to-End Operational Ownership

o Own complete delivery of assigned medical coding processes/accounts across
shifts and locations
o Translate client SLAs, quality benchmarks, and productivity targets into daily
execution plans
o Ensure uninterrupted operations through effective manpower planning, workload
distribution, and shift coverage
o Monitor volumes, backlogs, and capacity to proactively mitigate delivery risks
o Act as the primary operational escalation point and ensure timely resolution of
delivery issues

2. Productivity, SLA & Financial Control

o Drive achievement of productivity, accuracy, and utilization targets in line with
business plans
o Monitor SLA, TAT, and throughput metrics to prevent revenue leakage and penalties
o Identify cost optimization opportunities through efficient staffing, cross-skilling, and
utilization control
o Support budget adherence by managing overtime, shrinkage, and resource
allocation.

3. Quality & Compliance Management

o Ensure strict adherence to ICD-10-CM, CPT, HCPCS, payer-specific, and clientdefined coding guidelines
o Review audit scores, error trends, defect leakage, and rework analysis on a
continuous basis
o Partner with Quality and Training teams to drive targeted coaching, refresher
training, and calibration sessions
o Implement and track Corrective and Preventive Action (CAPA) plans to sustain
quality improvements
o Ensure compliance with HIPAA, PHI handling, and internal data security policies
o Support internal, external, and client audits; ensure timely closure of audit
observations

4. Client & Stakeholder Engagement

o Participate in regular client calls, governance reviews, and operational discussions
o Prepare and present accurate MIS, dashboards, and performance narratives to
clients and leadership
o Manage day-to-day client expectations and ensure transparency in delivery updates
o Handle operational escalations professionally and maintain high client confidence
o Support new client onboarding, scope changes, and transition activities

5. People Leadership & Workforce Management

o Lead, mentor, and develop Team Leads, Assistant Managers, and frontline
supervisors
o Conduct regular performance reviews, coaching sessions, and capability
assessments
o Drive employee engagement, motivation, and retention initiatives
o Identify training needs and coordinate with Training teams for skill enhancement
o Support hiring, onboarding, and certification planning for coding teams
o Build a strong succession pipeline and promote internal talent growth

6. MIS, Analytics & Governance

o Review daily, weekly, and monthly operational MIS and dashboards
o Analyze trends across quality, productivity, attrition, and utilization
o Provide data-driven insights and action plans to senior leadership
o Ensure accuracy, consistency, and timeliness of reporting

7. Process Excellence & Continuous Improvement

o Identify opportunities for process simplification, standardization, and efficiency
improvement
o Lead continuous improvement initiatives using Lean, Six Sigma, or best-practice
frameworks
o Ensure SOPs, workflows, and process documentation are current and followed
o Collaboration with Technology teams for automation and tool-based improvements

8. Risk Management & Business Continuity

o Identify operational, quality, and compliance risks proactively
o Develop mitigation plans to ensure delivery continuity during high volumes or
attrition
o Support business continuity planning and disaster recovery readiness

Requirements

Eligibility & Experience:

• Bachelor's degree in Life Sciences, Healthcare, Pharmacy or Nursing.
• Master's degree in healthcare management, Hospital Administration, or Business
Administration (MBA) preferred.
• Medical Coding certification (CPC / CCS / CIC) preferred.
• 10+ years of experience in US Healthcare / Medical Coding operations.
• 3-6+ years in a managerial role such as OM / SOM/AM.
• Proven experience managing large-scale, multi-client medical coding operations.
• Demonstrated capability in leading 150+ FTE organizations through multi-layer
leadership structures

Operations Manager-Medical Coding