Associate Director

Kavi Philippines is seeking an experienced and results-driven Associate Director - Operations to lead our healthcare claims processing delivery center. This strategic leadership role is responsible for overseeing multiple operational teams through Operations Manager / Assistant Managers, driving service excellence, operational efficiency, and client satisfaction across a large-scale Revenue Cycle Management (RCM) environment.

The ideal candidate will have extensive experience in healthcare back-office operations, particularly in RCM, Accounts Receivable (AR), or healthcare claims management, along with a proven track record of leading large teams and delivering measurable business outcomes.

Leadership & People Development

Client Relationship Management

Strategic Planning & Decision Making

Operational Excellence

Key Responsibilities

Provide strategic leadership and oversight to Operations Managers and Assistant Managers across multiple healthcare claims processing teams.

Lead and manage a large-scale operation supporting inbound and outbound claim resolution activities.

Drive operational performance by achieving key business metrics related to productivity, quality, service levels, client satisfaction, and financial targets.

Develop and execute workforce planning strategies to ensure optimal staffing and resource allocation.

Foster a high-performance culture focused on accountability, continuous improvement, employee engagement, and operational excellence.

Handle Claims Resolution Specialist Training, Workforce Management, IT, HR, Talent Acquisition, and Client Services to drive organizational success.

Provide leadership in talent development, succession planning, performance management, and employee retention.

Serve as the executive point of contact for operational escalations and critical client issues.

Ensure compliance with client requirements, regulatory standards, company policies, and information security protocols.

Manage departmental budgets, financial performance, and cost optimization initiatives.

Perform other strategic and operational duties as assigned.

Must Have

10-15 years of progressive experience in call center or healthcare operations, with significant experience in Revenue Cycle Management (RCM), Accounts Receivable (AR), or healthcare claims processing.

5-8 years of senior leadership experience, managing Operations Managers and large, multi-layered teams.

Bachelor's degree required; Master's degree or equivalent leadership experience is an advantage.

Strong understanding of healthcare payer processes, denial management, claims resolution, and operational KPIs.

Exceptional leadership, coaching, and organizational development skills.

Excellent verbal and written English communication skills.

Proven ability to manage multiple priorities in a fast-paced, dynamic environment.

Strong analytical and problem-solving capabilities with experience using operational metrics to drive decisions.

Advanced proficiency in Microsoft Office applications, particularly Excel and PowerPoint.

Ability to work assigned shifts, including schedules aligned with U.S. Central Time (CST), as business needs require.

Demonstrated ability to build strong relationships with clients, stakeholders, and cross-functional teams.

Nice to Have

Experience managing healthcare BPO or shared services operations.

Exposure to Lean Six Sigma or continuous improvement methodologies.

Experience leading digital transformation or AI-enabled operational initiatives within RCM environments.

Additional Requirements

Must successfully pass background verification, security screening, and drug testing as part of the hiring process.

What’s great in the job?

Strong Communication Development - Improve your professional English communication through daily calls and coordination.

Structured Training & Support - Learn industry-standard processes with guidance from experienced team members.

Career Growth Opportunities - Build a solid foundation for long-term growth in the healthcare BPO industry.

Team-Oriented Environment - Work closely with supportive colleagues in the TES team.

What We Offer

At Kavi Philippines, every employee has the opportunity to make a meaningful impact. We foster a collaborative environment where ideas are valued, contributions are recognized, and professional growth is encouraged.

We believe in investing in our people through continuous learning, career development, and a supportive workplace culture.

Competitive Compensation

Attractive salary package and benefits.

Clear pathways for professional development and advancement.

Employee Engagement Activities

Team-building activities, company events, and employee recognition programs.

Join a team of talented professionals in a supportive culture that encourages collaboration, recognizes contributions, and values work-life balance. #J-18808-Ljbffr