Senior Manager - Contact Center Operations bei IKS Health

About IKS Health:

Founded in 2006, IKS Health enables providers to provide better, safe, and more efficient care at scale. With over 12,000 employees, including over 1,500 physicians, and technologists, IKS Health provides solutions for over 150,000 providers across some of the largest and most prestigious healthcare provider groups in the country. Through our Provider Enablement Platform, IKS Health provides a strategic blend of technology and expertise with the aim of restoring joy and viability to the practice of medicine by giving providers the tools and resources they need to focus on what matters most – the patient. We offer clinical, financial and administrative healthcare solutions for improved operational efficiency, better patient outcomes, optimized productivity, and revenue.

Job Summary:

The ideal candidate will bring extensive experience in US healthcare operations, including revenue cycle management (RCM), combined with proven expertise in leading high-performing, multi-geography contact center teams.

Key Responsibilities:

• Lead day-to-day operations for assigned client teams based in Dallas, along with Canada-based remote teams (covering both calling and non-calling functions).
• Ensure client-specific service levels, satisfaction, and productivity KPIs are achieved while managing staffing efficiency and costs.
• Collaborate cross-functionally with internal departments (claims, enrollment, IT, provider relations) to improve service delivery and resolution timelines.
• Drive workforce planning, real-time scheduling, and capacity management to optimize service coverage across time zones.
• Recruit, mentor, and retain high-performing supervisors, team leads, and agents across assigned Dallas and Canada teams.
• Ensure full compliance with US healthcare regulations (HIPAA, CMS) and Canadian privacy and labor laws, including PIPEDA and provincial employment standards.
• Ensure proper data handling, access controls, and call recording practices in line with US and Canadian data privacy laws.
• Serve as a point of escalation for complex issues and ensure timely, empathetic resolution.
• Prepare and present client portfolio performance reports, risk assessments, and operational insights to leadership.

Qualifications:

• Bachelor’s degree in Business, Healthcare Administration/Operations, or a related field (Master’s preferred).
• 8-10 years of experience in contact center leadership, with at least 5 years in the US healthcare space and exposure to Canada-based or cross-border operations.
• US healthcare operations and payer/provider dynamics (Medicare, Medicaid, ACA, and commercial insurance).
• Experience managing large-scale, multi-functional contact center teams (50–200+ staff, calling and non-calling functions)
• Demonstrated ability to manage compliance, quality, and service standards across multiple regions.
• Proven leadership, communication, and analytical skills, with the ability to influence stakeholders and drive change.

Compensation and Benefits: The base salary range for this position is $80k-$100k. Pay is based on several factors, including but not limited to current market conditions, location, education, work experience, certifications, etc. IKS Health offers a competitive benefits package, including healthcare, 401k, and paid time off (all benefits are subject to eligibility requirements for full-time employees). IKS Health is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.