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 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.