NIGHT SHIFT MANAGER US Healthcare Operations

Location Ahmedabad, Gujarat (Work from Office)

Shift Night shift — US Pacific Time (PST/PDT), approx. 8:30 PM – 5:30 AM IST

Department US Healthcare Outsourcing Operations Reports To Operations Manager / AVP – Operations Employment Full-time, Permanent

Shift Operations Leadership

▪ Own end-to-end delivery for the night shift, ensuring SLAs, TATs, accuracy, and productivity targets are consistently met.

▪ Drive the DME Intake function as the core night-shift operation — order / referral intake, document collection (Rx, CMN / DWO, chart notes), insurance eligibility and benefits verification, prior-authorization coordination, and order qualification.

▪ Provide oversight and continuity for any HCC coding and RCM / medical billing activity running on the shift, including escalation support.

▪ Manage real-time queues, balance workloads, and reallocate capacity to protect priority and aging work.

▪ Serve as the senior on-shift point of contact for operational issues, exceptions, and client escalations.

People & Performance Management

▪ Lead, coach, and develop Team Leads and frontline agents; run regular 1:1s, huddles, and feedback sessions.

▪ Manage performance metrics, appraisals, PIPs, recognition, and career development.

▪ Own roster planning, shift adherence, attendance, shrinkage, and attrition control for the night shift.

▪ Partner with Talent Acquisition and Training on hiring, onboarding, and skill-building — especially cross-training agents into DME workflows.

Quality, Compliance & Reporting

▪ Ensure strict adherence to client SOPs and HIPAA / data-security requirements.

▪ Drive quality through audits, root-cause analysis (RCA), and corrective / preventive actions (CAPA).

▪ Publish accurate daily / weekly MIS, dashboards, and shift handover reports.

Client & Stakeholder Management

▪ Communicate directly with US-based clients and onshore counterparts during Pacific hours — status updates, issue resolution, and process changes.

▪ Identify process gaps and lead continuous-improvement and automation opportunities.

▪ Ensure a clean, documented handover between night and day shifts.

REQUIRED QUALIFICATIONS

▪ 8–12+ years in US Healthcare outsourcing / BPO, with a strong track record across one or more of: DME Intake, HCC Coding, RCM / Medical Billing, eligibility / benefits, AR, or denials.

▪ 3+ years in a people-management role (Shift Manager / Operations Manager / Senior Team Lead) managing teams of agents and team leads.

▪ Proven night-shift / US-shift management experience, working directly with US clients.

▪ Strong working knowledge of the US healthcare ecosystem — payers, insurance verification, prior authorization, claims, and HIPAA compliance.

▪ Solid command of operations metrics: SLA / TAT, productivity, quality, shrinkage, and attrition.

▪ Excellent verbal and written English communication for direct client interaction.

▪ Comfortable working permanent night shifts aligned to US Pacific Time, from the Ahmedabad office.

▪ Graduate in any discipline.

PREFERRED / NICE TO HAVE

▪ Hands-on DME Intake experience — a strong advantage, but trainable for the right domain candidate.

▪ Exposure to HCC coding (CPC / CRC certification a plus) or end-to-end RCM.

▪ Experience with healthcare practice-management / EHR / billing platforms.

▪ Track record of process improvement, transitions, or new-process ramp-ups.

CORE COMPETENCIES

People leadership · Client management · Decision-making under pressure · US healthcare domain expertise · Process orientation · Accountability for results · Adaptability to a niche, learning-intensive workflow.

WHAT WE OFFER

▪ A leadership role with direct US client ownership.

▪ The opportunity to build expertise in a specialized, high-demand healthcare domain.

▪ A stable, growing US Healthcare outsourcing operation based in Ahmedabad.