Position Summary: We are seeking a skilled BPOOperations Manager to lead and manage one of our healthcareoperations. This on-site leadership position requires developingand guiding a team that enhances the organization's overall patientjourney and satisfaction. The ideal candidate will mentor teammembers, identify opportunities to improve customer servicequality, and implement best practices at all levels. Responsibilities: - Build and lead a team of patient experienceprofessionals, ensuring alignment with organizational objectives. -Provide mentorship, training, and professional developmentopportunities for staff. - Map the patient journey and identifyopportunities to enhance service delivery. - Lead initiatives toreduce pain points and improve patient outcomes, engagement, andsatisfaction. - Oversee the collection and analysis of patientfeedback (e.g., surveys, reviews, focus groups). - Develop keyperformance indicators to measure patient satisfaction andtrackimprovements. - Present insights and recommendations to seniorleadership and stakeholders. - Serve as the final escalation pointfor complex or high-profile patient concerns. - Collaborate withcross-functional teams to address issues effectively. - Promote aculture of empathy, inclusion, and service excellence within theteam. - Recognize and reward staff contributions to patientsatisfaction. - Ensure all operations are carried out in anappropriate, cost-effective manner. - Improve operationalmanagement systems, processes, and best practices. - Help theorganization’s processes remain legally compliant (e.g., HIPAA). Required Skills/Abilities: - Excellent (near-native) Englishproficiency is a requirement for this job. - 5+ years of BPOexperience in patient experience or healthcare is required, with atleast 2 years in a leadership role. - Background in changemanagement and organizational development. - Demonstrated successin developing and implementing patient experience strategies. -Strong leadership, communication, and interpersonal skills. -Proficiency in data analysis and reporting tools. - Deep knowledgeof healthcare regulations and patient privacy standards (e.g.,HIPAA). - Proven track record of scaling business operations. -Tech-savvy with advanced proficiency in G-Suite/MS Office. -Outstanding organizational and leadership skills. Education andExperience: - 5+ years of experience in similar roles. - Bachelor’sdegree in Healthcare Administration, Business Administration, or arelated field. - BPO industry experience is required. On site rolebased in Bogota. #J-18808-Ljbffr Healthcare