BPO Manager

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🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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SafeRide Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

🚗 Transport

Healthcare • Healthcare Insurance • Transport

SafeRide Health is a company that enhances non-emergency medical transportation (NEMT) through advanced technology and a digitized network, ensuring patients access the right care at the right time. They offer a tech-first, member-centric approach enabling seamless access to transportation services, customizable platforms to fit any health plan, and real-time visibility into rides for reliability and peace of mind. SafeRide Health partners with a broad network of transportation providers to offer nationwide coverage and flexible services, focusing on improving access to life-sustaining care and transforming patient transport experiences.

📋 Description

• Serve as the primary point of contact between SafeRide Health and BPO partner sites supporting auxiliary teams • Build accountable partnerships with BPO site leadership across multiple vendors and locations • Monitor partner performance against contractual SLAs and escalate risks with data-backed recommendations • Coordinate daily with Workforce Management, Training, Quality, and other department leads • Translate client and stakeholder requirements into operational direction for BPO partner sites • Partner on staffing plans, forecasts, and schedule adherence across partner sites • Communicate job expectations to BPO site leads and conduct metric-based performance reviews • Uphold contractual, SLA, QA, CMS, health plan, and LEP compliance requirements • Track and report SLA attainment, QA scores, defect rates, and AHT across BPO partners • Support quality calibration sessions across vendor sites • Identify performance gaps and drive corrective action plans with BPO site leadership • Perform additional tasks supporting evolving BPO operations

🎯 Requirements

• At least three (3) years of leadership experience, including managing outsourced or BPO vendor relationships • High school diploma or equivalent • Proficiency in contact center platforms, workforce management tools, and QA monitoring systems • Strong reporting and data analysis abilities • Strong verbal and written communication skills • Ability to influence partner site leadership and internal teams without direct authority • Advanced problem-solving abilities • Comfort coordinating across multiple vendor systems and technologies • Flexibility to adapt to business needs, client requirements, and vendor operating models • Must pass a criminal background record check • Must be a US Citizen • Must be able to work flexible shifts with occasional weekend work • Bachelor’s degree or equivalent preferred • Experience managing multiple vendor sites or global/offshore BPO partners preferred • Previous Medicaid, Medicare, and NEMT guidelines experience preferred • Bilingual fluency in English and Spanish preferred