Operations Manager – Medical Virtual Assistant Onboarding & Client Success Full-Time |Healthcare BPO Operation

About Axis Bridge Medical:
We connect US medical practices with highly skilled, remote Medical Administrative Assistants and Medical Billing Specialists from the Philippines. As we rapidly scale, we need an experienced operations leader who can seamlessly onboard new clients, match them with the perfect VAs, oversee day-to-day VA performance, and ensure exceptional service delivery that keeps practices coming back. We have a list of potential assistants ready to work with clients and need a professional to sift through and pick the right candidates though interviews etc.

The Role:
We're seeking a seasoned BPO Operations Manager with proven onboarding expertise and hands-on experience supervising medical administrators and billers to serve as the operational backbone of our company. You'll be the trusted partner our US healthcare clients rely on from day one, taking prospects our sales team closes and transforming them into delighted, long-term clients through flawless execution.
This isn't just about paperwork. You'll build systems, develop people, monitor VA performance, reduce errors, solve problems, and create the operational excellence that sets us apart in the medical staffing industry.

What You'll Own:
Client Onboarding & Management:

Take ownership of every new client from contract signature to successful go-live
Conduct professional calls with practice managers and physicians
Gather detailed requirements: workflows, software systems, communication preferences, specific skills needed
Create customized onboarding plans with clear timelines and milestones
Manage all documentation: contracts, compliance forms, NDAs, HIPAA Business Associate Agreements (BAAs)
Serve as the primary point of contact during onboarding and beyond
Proactively monitor client satisfaction and address concerns before they escalate

VA Matching & Placement:

Assess client needs and match them with VAs who have the right medical background and skills
Review VA profiles, experience, certifications, and specialties (medical admin, billing, EHR systems, insurance verification, etc.)
Conduct thorough screening to ensure cultural fit and capability
Present qualified VA candidates to clients with detailed profiles

VA Performance Oversight & Quality Assurance:

Directly supervise and monitor Medical Administrative Assistants and Medical Billing Specialists in their daily work
Review work output for accuracy: patient scheduling, insurance verification, claim submissions, payment posting, denial management
Identify and reduce errors through systematic quality checks and corrective coaching
Improve efficiency by analysing workflows, identifying bottlenecks, and implementing best practices
Conduct regular performance evaluations and one-on-one meetings with VAs
Track KPIs: claim acceptance rates, denial rates, scheduling accuracy, response times, patient satisfaction
Handle escalations from clients regarding VA performance issues
Implement performance improvement plans when standards aren't met
Recognize and reward top performers to maintain motivation and quality

Training & Development:

Develop client-specific training plans for VAs based on practice requirements
Ensure VAs understand HIPAA compliance, patient privacy, and healthcare regulations
Train VAs on client-specific EHR systems (Epic, Cerner, Athenahealth, etc.), workflows, and protocols
Create ongoing training programs to upskill VAs on medical billing codes (CPT, ICD-10), insurance policies, and administrative procedures
Monitor VA performance during initial weeks and provide intensive coaching
Conduct regular refresher training to maintain quality standards
Mentor VAs on professional communication with US healthcare staff and patients

Process Development & Optimization:

Build and document standardized onboarding processes and playbooks
Create templates: onboarding checklists, training materials, client handbooks, SOP documents, quality assurance checklists
Develop error-tracking systems to identify patterns and prevent recurring mistakes
Implement CRM systems and tracking tools to manage client pipelines and VA performance metrics
Create efficiency benchmarks for common tasks (claims processing time, scheduling accuracy, etc.)
Identify bottlenecks and continuously improve operational efficiency
Develop metrics and KPIs to measure onboarding success, client satisfaction, and VA productivity
Build quality assurance processes that catch errors before they reach clients

Team Leadership (as we grow):

Eventually recruit, train, and supervise additional onboarding coordinators and team leads
Build a high-performing operations team that can scale with company growth
Foster a culture of excellence, accountability, continuous improvement, and client-first mindset
Develop career paths and advancement opportunities for top-performing VAs


Success in This Role Looks Like:
Week 1-2: Every new client has a structured onboarding plan and knows exactly what to expect
30 Days: Clients are live with their VAs, confident in the quality, and providing positive feedback
60 Days: You've documented repeatable processes, established quality checkpoints, and are actively monitoring VA performance to reduce errors
90 Days: Client retention is high, VAs are performing well with measurable accuracy improvements, and you're proactively solving problems before they become issues
6 Months: You've built systems that allow us to onboard 10+ clients monthly with consistent excellence, error rates are trending down, and efficiency metrics are improving across all VAs

Required Qualifications:
MUST HAVE - Non-Negotiable:

5-10+ years BPO operations experience – You've managed offshore teams, client accounts, and service delivery in a virtual environment
Proven Operations Manager background – You've led teams, managed multiple clients simultaneously, and consistently hit performance targets
Direct experience supervising medical administrators and/or medical billing specialists – You've monitored their work, identified errors, coached for improvement, and driven quality metrics
Quality assurance and error reduction expertise – You know how to implement QA processes, track accuracy metrics, and systematically improve performance
Efficiency optimization experience – You've analysed workflows, identified inefficiencies, and implemented solutions that improved productivity and turnaround times
Client onboarding expertise – You've successfully onboarded 20+ clients and know how to create seamless transitions that build trust
HIPAA knowledge and healthcare compliance – You understand patient privacy, PHI handling, Business Associate Agreements, and healthcare regulations (or have worked in medical BPO)
Medical billing and/or administrative operations knowledge – You understand the work your VAs do: insurance verification, claim submission, denial management, scheduling, patient communication, etc.
Process builder mentality – You don't just execute, you create systems, document workflows, and leave things better than you found them
Exceptional communication skills – You can professionally interact with US physicians, practice managers, and administrative staff
CRM and project management tools proficiency – Experience with Google Workspace, CRMs, Asana, ---------- , or similar platforms
Problem solver and decision maker – You don't wait for answers; you assess situations and take appropriate action
Fluent English (written and spoken) – You represent our company to US clients daily

Bonus Points:

Experience managing medical billing teams with measurable improvements in claim acceptance rates
Familiarity with US medical EHR systems (Epic, Cerner, Athenahealth, eClinicalWorks)
Knowledge of CPT, ICD-10 coding, and insurance payer requirements
Experience training teams on HIPAA and compliance protocols
Background implementing quality assurance dashboards and performance tracking systems
Track record of 95%+ client satisfaction ratings and quantifiable error reduction (e.g., "reduced claim denials by 30%")


Why This Role is Critical:
Our sales team is bringing in clients. But sales mean nothing if onboarding fails or VA performance is inconsistent. You are the person who:

Turns a signed contract into a thriving client relationship
Ensures our VAs are set up for success from day one
Catches errors before they reach clients and damage our reputation
Continuously improves efficiency so our VAs deliver more value
Builds the trust and credibility that leads to referrals and long-term retention
Creates the operational foundation for our company to scale to 50, 100, 200+ clients

You're not just an operations manager. You're the reason clients stay and the reason our VAs excel.

What We're Looking For (The Intangibles):
This role is NOT for you if:

You need hand-holding or constant direction
You prefer to "just follow orders" rather than build systems
You avoid difficult conversations, client escalations, or performance management
You've never managed multiple competing priorities simultaneously
You're uncomfortable holding people accountable for quality and accuracy

This role IS for you if:

You've been the "go-to person" who makes things happen in every job you've had
You have a track record of reducing errors and improving team efficiency through systematic oversight
Clients feel they trust you more than anyone else they work with
You take pride in operational excellence, quality assurance, and client satisfaction
You're energized by building something from the ground up
You want ownership, autonomy, and the chance to shape a growing company
You know how to balance being supportive with holding high standards


Benefits:
Performance Bonuses: Quarterly bonuses tied to client retention, satisfaction metrics, error reduction, and efficiency improvements
Growth Opportunity: As we scale, this role evolves into VP of Operations with team-building responsibilities and equity potential
Work Schedule: Full-time, remote, with some overlap with US business hours (flexible within reason)

To Apply, Submit:

Your BPO operations background – Companies you've worked with, size of teams managed, clients handled, industries served
Your VA supervision experience – How many medical administrators/billers have you overseen? What were your quality metrics? How did you reduce errors and improve efficiency? (Be specific with numbers/results)
Your onboarding track record – How many clients have you onboarded? What was your process? What were your satisfaction ratings?
Your HIPAA/healthcare experience – Describe your knowledge of healthcare compliance, medical terminology, or medical BPO work
Your first 90-day plan – If hired, what would you build/implement in your first 3 months to ensure operational excellence, quality assurance, and VA performance optimization?
Why you're the right fit – What makes you different from other operations managers? What's your superpower?

Include the word "OPERATIONAL EXCELLENCE" in your subject line so we know you read this thoroughly.

What Happens Next:

Phase 1: We'll review applications and contact qualified candidates within 3-5 business days
Phase 2: Initial interview to discuss your background, approach to quality assurance, and VA supervision
Phase 3: Scenario-based interview (we'll give you real client situations and VA performance issues to walk through)
Phase 4: Reference checks with emphasis on quality metrics and team management
Phase 5: Offer for the right candidate