BPO Operations Manager - Healthcare (BOG) Horatio Bogota, D.C., Capital District, Colombia Position Summary: We are seeking a skilled BPO Operations Manager to lead and manage our healthcare operations on-site in Bogota. This leadership role involves developing and guiding a team to improve the patient journey and satisfaction. The ideal candidate will mentor staff, identify service improvement opportunities, and implement best practices across the organization. Responsibilities: Build and lead a team of patient experience professionals aligned with organizational goals. Provide mentorship, training, and development for staff. Map the patient journey and identify enhancement opportunities. Lead initiatives to reduce pain points and improve patient outcomes and satisfaction. Oversee collection and analysis of patient feedback (surveys, reviews, focus groups). Develop KPIs to measure patient satisfaction and track improvements. Present insights and recommendations to senior leadership. Serve as the escalation point for complex patient concerns. Collaborate with cross-functional teams to address issues. Promote a culture of empathy, inclusion, and service excellence. Recognize and reward staff contributions. Ensure operations are cost-effective and compliant with healthcare regulations (e.g., HIPAA). Required Skills/Abilities: Excellent (near-native) English proficiency. 5+ years of BPO experience in healthcare or patient experience, with at least 2 years in leadership. Experience in change management and organizational development. 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). Proven ability to scale business operations. 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 related field. BPO industry experience is required. This is an on-site role based in Bogota. #J-18808-Ljbffr