NIGHT SHIFT MANAGER US Healthcare Operations

Location Ahmedabad, Gujarat (Work from Office)\nShift Night shift — US Pacific Time (PST/PDT), approx. 8:30 PM – 5:30 AM IST\nDepartment US Healthcare Outsourcing Operations Reports To AVP – Operations\nEmployment Full-time, Permanent\n\nShift Operations Leadership\n%AA; Own end-to-end delivery for the night shift, ensuring SLAs, TATs, accuracy, and productivity targets are consistently met.\n%AA; 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.\n%AA; Provide oversight and continuity for any HCC coding and RCM / medical billing activity running on the shift, including escalation support.\n%AA; Manage real-time queues, balance workloads, and reallocate capacity to protect priority and aging work.\n%AA; Serve as the senior on-shift point of contact for operational issues, exceptions, and client escalations.\nPeople & Performance Management\n%AA; Lead, coach, and develop Team Leads and frontline agents; run regular 1:1s, huddles, and feedback sessions.\n%AA; Manage performance metrics, appraisals, PIPs, recognition, and career development.\n%AA; Own roster planning, shift adherence, attendance, shrinkage, and attrition control for the night shift.\n%AA; Partner with Talent Acquisition and Training on hiring, onboarding, and skill-building — especially cross-training agents into DME workflows.\n\nQuality, Compliance & Reporting\n%AA; Ensure strict adherence to client SOPs and HIPAA / data-security requirements.\n%AA; Drive quality through audits, root-cause analysis (RCA), and corrective / preventive actions (CAPA).\n%AA; Publish accurate daily / weekly MIS, dashboards, and shift handover reports.\nClient & Stakeholder Management\n%AA; Communicate directly with US-based clients and onshore counterparts during Pacific hours — status updates, issue resolution, and process changes.\n%AA; Identify process gaps and lead continuous-improvement and automation opportunities.\n%AA; Ensure a clean, documented handover between night and day shifts.\n\nREQUIRED QUALIFICATIONS\n%AA; 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.\n%AA; 3+ years in a people-management role (Shift Manager / Operations Manager / Senior Team Lead) managing teams of agents and team leads.\n%AA; Proven night-shift / US-shift management experience, working directly with US clients.\n%AA; Strong working knowledge of the US healthcare ecosystem — payers, insurance verification, prior authorization, claims, and HIPAA compliance.\n%AA; Solid command of operations metrics: SLA / TAT, productivity, quality, shrinkage, and attrition.\n%AA; Excellent verbal and written English communication for direct client interaction.\n%AA; Comfortable working permanent night shifts aligned to US Pacific Time, from the Ahmedabad office.\n%AA; Graduate in any discipline.\n\nPREFERRED / NICE TO HAVE\n%AA; Hands-on DME Intake experience — a strong advantage, but trainable for the right domain candidate.\n%AA; Exposure to HCC coding (CPC / CRC certification a plus) or end-to-end RCM.\n%AA; Experience with healthcare practice-management / EHR / billing platforms.\n%AA; Track record of process improvement, transitions, or new-process ramp-ups.\n\nCORE COMPETENCIES\nPeople leadership · Client management · Decision-making under pressure · US healthcare domain expertise · Process orientation · Accountability for results · Adaptability to a niche, learning-intensive workflow.\nWHAT WE OFFER\n%AA; A leadership role with direct US client ownership.\n%AA; The opportunity to build expertise in a specialized, high-demand healthcare domain.\n%AA; A stable, growing US Healthcare outsourcing operation based in Ahmedabad.