Horatio Bogota, D.C., Capital District, Colombia BPO Operations Manager - Healthcare We are seeking a skilled BPO Operations Manager to lead and manage one of our healthcare operations . This on-site leadership role involves developing and guiding a team to enhance the organization's patient journey and satisfaction. The ideal candidate will mentor team members, identify opportunities for service improvement, and implement best practices at all levels. Position Summary: The BPO Operations Manager will oversee healthcare operations, focusing on patient experience, team leadership, and process optimization. Responsibilities include team building, training, patient journey mapping, initiative leadership, feedback analysis, KPI development, and ensuring legal compliance (e.g., HIPAA). Responsibilities: Build and lead a team of patient experience professionals, ensuring alignment with organizational objectives. Provide mentorship, training, and professional development opportunities for staff. Map the patient journey and identify opportunities to enhance service delivery. Lead initiatives to reduce pain points and improve patient outcomes, engagement, and satisfaction. Oversee the collection and analysis of patient feedback (e.g., surveys, reviews, focus groups). Develop key performance indicators to measure patient satisfaction and track improvements. Present insights and recommendations to senior leadership and stakeholders. Serve as the final escalation point for complex or high-profile patient concerns. Collaborate with cross-functional teams to address issues effectively. Promote a culture of empathy, inclusion, and service excellence within the team. Recognize and reward staff contributions to patient satisfaction. Ensure all operations are carried out in an appropriate, cost-effective manner. Improve operational management systems, processes, and best practices. Help ensure organizational compliance with healthcare regulations (e.g., HIPAA). Required Skills and Abilities: Excellent (near-native) English proficiency. 5+ years of BPO experience in patient experience or healthcare, with at least 2 years in a leadership role. Background in change management and organizational development. Proven success in developing and implementing patient experience strategies. Strong leadership, communication, and interpersonal skills. Proficiency in data analysis and reporting tools. Deep knowledge of healthcare regulations and patient privacy standards (e.g., HIPAA). Track record of scaling business operations. Tech-savvy with advanced proficiency in G-Suite/MS Office. Outstanding organizational and leadership skills. Education and Experience: 5+ years in similar roles. Bachelor’s degree in Healthcare Administration, Business Administration, or a related field. Experience in the BPO industry is required. On-site role based in Bogota. Seniority level Mid-Senior level Employment type Full-time Job function Management and Manufacturing Industries Outsourcing and Offshoring Consulting #J-18808-Ljbffr