About Woundtech:

Woundtech, a Ft. Lauderdale, FL-based company, provides comprehensive wound care, via a telehealth-based platform, to health plan and medical group patients residing in private homes, Skilled Nursing, and Assisted Living Facilities. Woundtech's solution brings the wound care center to the patient utilizing Woundtech's wound care specialists on the ground along with telemedicine platform and proprietary analytics and software. Woundtech's focus on improved outcomes, lower costs and advanced data reporting has propelled its rapid growth. Woundtech employs physicians, podiatrists, nurse practitioners and physician assistants who utilize Woundtech's advanced treatment platforms

Please visit us to know more http://www.woundtech.net/

Career Opportunity Description:

The Manager Operations, Woundtech India is a member of the Woundtech operational leadership team and leads India operations. In addition to day-to-day activities, this position is responsible for formulating operational strategies for Team India (Ops) to include (but not limited to) operating plans, process improvement, quality improvement.

In addition, this position also plays a key role in expansion planning of India operations as the company is growing rapidly.

This position directly reports to Chief Operating Officer/VP Operations in the US or Country Head in India, and is expected to work in a dynamic, fast paced, team-oriented work environment that is guided by and upholds Woundtech core values.

Primary Responsibilities :

As manager operations for Woundtech, India, you will directly oversee the Referral/non-referral management, quality and compliance, billing, voice support and customer services functions to ensure effective daily operations and positive morale. You will serve the Woundtech, US customers through the development and implementation of best healthcare back-office processes and procedures. You will also be asked to make suggestions for system and process improvement using your knowledge of daily and ground operations.

- Undertake monitoring of day-to-day processes (as assigned) and shift resources based on needs/requirements.

- Reduce cost of overall ops through effective resource allocation / utilization and process management / lean controls.

- Undertake capacity planning.

- Responsible for managing effective service delivery and projects.

- Responsible for managing teams and implementing the actions needed to manage : PCC, Intake, Billing, Authorization, quality and compliance, voice support and Credential Coordinator - Personnel related issues, i.e., Attendance, working hours, interacting, adhering to defined methods and procedures.

- Undertake responsibility for Daily work completed per agreed upon priorities and SLA's.

- Assist human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.

- Responsible for coaching and mentoring of India team members to maximize performance, retention, and job satisfaction.

- Working with HR team in establishing policies and procedures for recruitment, onboarding, training, and retention strategies concurrent aligned with Woundtech, US& India policies and procedures.

- Establishing a high standard for productivity, quality, customer service as well as define user guidelines, aligned with Woundtech, US policies and procedures.

- Ensuring proper compliance of procedures including but not limited to Security, HIPAA etc.

- Preparing daily, weekly, and monthly KPI reports for submission to executive management.

- Updating Database with required performance and quality scores, Monitor trends in metrics, track effectiveness in productivity, quality, and customer experience.

- Ensuring all relevant reports are generated and distributed to required people per plan.

- Summarize, collect, and analyze team's metrics by conducting monthly and quarterly staff performance reviews, assess needs to create short- and long-term performance objectives for the team.

- Conduct 0-30, 31-60- and 61-90-day reviews for new hires and create the training needs for the operations team based on their performance.

- Work collaboratively with US based Regional Team Leaders/ Managers and Regional Directors / Directors to drive efficiencies, streamline coordination between sites and ensure that all the organizational objectives are met for the day & the week.

- Prepare for and attend various daily and monthly meetings, representing the India team issues/challenges/performance.

- Manage on-boarding of new Operations members in India.

- Train and manage resources.

- Work with HR to create growth plans for top performers and PIP (performance improvement plan) or under performers.

- Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.

- Work with the US counterparts to establish and finetune the SOP's and checklists for each business process.

- Step in to handle escalated issue resolution with HR as required.

- Ensure rollout of all new technology to the India team is done smoothly and on time.

- Maintain consistent professional improvement through company provided workshops, tracking market trends and active participation in team projects.

- Actively participate in the process of preparing annual budgets for the operations team after estimating necessities, correcting overspending, analyzing cost variance, and scheduling expenses.

- Conduct periodic time studies to identify the gaps and opportunities for improvement.

- Work with IT team to establish policies and procedures in compliance with HIPAA and HITRUST guidelines.

- Implement agreed upon plans for expansion and capabilities in India.

PHI Secure Area Access:

Employee shall be granted access into the Secure Area of the Department of Information Technology, Research and Development as well as the Secure Area of the Operations Department that are each classified and rated for consistent access, use, and disclosure of Protected Health Information ("PHI"), electronic Protected Health Information ("ePHI"), and/or Personally Identifiable Information ("PII") (collectively known as a "PHI Secure Area"), for occasional access, use, and disclosure of PHI/ePHI/PII consistent with the requirements of the HIPAA Privacy and Security Rules and related to the Primary Responsibilities of this position. Employee shall be required to maintain badge access into and out of the PHI Secure Area for audit control purposes consistent with Employee's need for the occasional access, use, and disclosure of PHI/ePHI/PII from within the PHI Secure Area. Employee agrees to safeguard all PHI/ePHI/PII access, used, and disclosed from within the PHI Secure Area and shall not transport PHI/ePHI/PII outside of the PHI Secure Area without approval of the Chief Privacy Officer and/or Security Officer. Failure to follow these requirements and corporate policy may result in disciplinary sanctions up to and including termination.

Knowledge and Skill Requirements:

- Any Postgraduate (Preferably Business Management from an institute of repute.)

- 7-10 years of experience in healthcare/back office BPO out of which minimum of 3 years working as Manager.

- Experience in US healthcare would be added advantage.

- Demonstrated ability to work well in a team environment.

- High level of problem identification ability, along with a solutions-based mindset.

- Demonstrates an uncompromising level of integrity, honesty, trustworthiness, and ethical behavior.

- Strong attention to detail and exhibits an urgency to achieve results.

- Strong organizational skills and the ability to handle multiple tasks.

- Results-driven, action-oriented, and self-motivated mindset.

- Exercises good judgment and utilizes creative problem-solving skills.

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