Night shift manager us healthcare operations

The Leaders Hive · Ahmedabad, India

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 Operations Manager / 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.