About the role

Key Requirement:

The Assistant Manager will be responsible for leading and managing a team of CSRs, Nurse Associates, and medical services staff to ensure delivery of high-quality, cost-effective healthcare management services while meeting operational, quality, financial, and client-specific objectives.

Key Responsibilities:

Manage day-to-day operations and ensure adherence to SLA, productivity, quality, and compliance targets.
Coach, mentor, and develop Nurse Associates/CSRs to improve performance and achieve individual and team goals.
Conduct regular performance reviews, feedback sessions, calibration meetings, and skill-development activities.
Identify performance and process gaps through root cause analysis and implement corrective and preventive action plans.
Monitor workload, staffing, productivity, and process volumes in coordination with WFM/MIS and support teams.
Ensure accurate and timely completion of operational reports, dashboards, trackers, and business reviews.
Act as a Subject Matter Expert (SME) for healthcare processes, clinical documentation, care management interventions, and problem resolution.
Ensure team compliance with internal policies, client requirements, HIPAA/confidentiality standards, information security, and applicable healthcare regulations.
Handle client escalations, member/provider concerns, and complex operational issues, ensuring timely resolution and appropriate communication.
Support implementation of new processes, policy updates, system changes, training programs, and process improvements.
Lead calibration sessions and quality initiatives to maintain consistency in clinical decisions, documentation, and customer service.
Build a positive, collaborative, and high-performance team culture through engagement activities, recognition, coaching, and career development.
Develop succession plans and career-growth opportunities for team members and prepare high-performing employees for future leadership roles.
Work closely with Operations Managers, Lead Assistant Managers, Quality, Training, WFM, HR, IT, process owners, Case Managers, providers, and US-based stakeholders.
Participate in client calls, business reviews, process discussions, and performance meetings as required.
Promote continuous improvement, innovation, and best practices across the medical management process.

Required Skills & Experience:

Strong experience in healthcare/medical management or related healthcare operations.
Proven experience in team handling, people management, coaching, and performance management.
Experience managing escalations and complex customer/client issues.
Good understanding of medical terminology, care management, utilization management, and clinical documentation.
Knowledge of the US healthcare system is highly desirable.
Strong analytical, problem-solving, decision-making, and root-cause-analysis skills.
Ability to interpret operational and performance data and convert insights into actionable improvement plans.
Excellent communication, presentation, interpersonal, and stakeholder-management skills.
Strong planning, organization, multitasking, and time-management abilities.
Ability to work effectively in a fast-paced, target-driven, and multicultural environment.
Strong customer-service orientation with a focus on quality, compliance, and client satisfaction.
Ability to manage conflicting priorities and deliver results under pressure.
Good working knowledge of MS Office and healthcare/business information systems.
English communication skills equivalent to at least B1 CEF level.