Role Summary
The Operations Manager / Senior Operations Manager is responsible for leading day-to-day
medical coding operations, ensuring delivery excellence across productivity, quality,
compliance, and client SLAs. The role involves managing large teams, improving
performance, and acting as a key link between senior leadership and operations teams.
Key Responsibilities
- End-to-End Operational Ownership
- Own complete delivery of assigned medical coding processes/accounts across
shifts and locations
- Translate client SLAs, quality benchmarks, and productivity targets into daily
execution plans
- Ensure uninterrupted operations through effective manpower planning, workload
distribution, and shift coverage
- Monitor volumes, backlogs, and capacity to proactively mitigate delivery risks
- Act as the primary operational escalation point and ensure timely resolution of
delivery issues
- Productivity, SLA & Financial Control
- Drive achievement of productivity, accuracy, and utilization targets in line with
business plans
- Monitor SLA, TAT, and throughput metrics to prevent revenue leakage and penalties
- Identify cost optimization opportunities through efficient staffing, cross-skilling, and
utilization control
- Support budget adherence by managing overtime, shrinkage, and resource
allocation.
- Quality & Compliance Management
- Ensure strict adherence to ICD-10-CM, CPT, HCPCS, payer-specific, and clientdefined coding guidelines
- Review audit scores, error trends, defect leakage, and rework analysis on a
continuous basis
- Partner with Quality and Training teams to drive targeted coaching, refresher
training, and calibration sessions
- Implement and track Corrective and Preventive Action (CAPA) plans to sustain
quality improvements
- Ensure compliance with HIPAA, PHI handling, and internal data security policies
- Support internal, external, and client audits; ensure timely closure of audit
observations
- Client & Stakeholder Engagement
- Participate in regular client calls, governance reviews, and operational discussions
- Prepare and present accurate MIS, dashboards, and performance narratives to
clients and leadership
- Manage day-to-day client expectations and ensure transparency in delivery updates
- Handle operational escalations professionally and maintain high client confidence
- Support new client onboarding, scope changes, and transition activities
- People Leadership & Workforce Management
- Lead, mentor, and develop Team Leads, Assistant Managers, and frontline
supervisors
- Conduct regular performance reviews, coaching sessions, and capability
assessments
- Drive employee engagement, motivation, and retention initiatives
- Identify training needs and coordinate with Training teams for skill enhancement
- Support hiring, onboarding, and certification planning for coding teams
- Build a strong succession pipeline and promote internal talent growth
- MIS, Analytics & Governance
- Review daily, weekly, and monthly operational MIS and dashboards
- Analyze trends across quality, productivity, attrition, and utilization
- Provide data-driven insights and action plans to senior leadership
- Ensure accuracy, consistency, and timeliness of reporting
- Process Excellence & Continuous Improvement
- Identify opportunities for process simplification, standardization, and efficiency
improvement
- Lead continuous improvement initiatives using Lean, Six Sigma, or best-practice
frameworks
- Ensure SOPs, workflows, and process documentation are current and followed
- Collaboration with Technology teams for automation and tool-based improvements
- Risk Management & Business Continuity
- Identify operational, quality, and compliance risks proactively
- Develop mitigation plans to ensure delivery continuity during high volumes or
attrition
- Support business continuity planning and disaster recovery readiness
Requirements
Eligibility & Experience:
- Bachelor’s degree in Life Sciences, Healthcare, Pharmacy or Nursing.
- Master’s degree in healthcare management, Hospital Administration, or Business
Administration (MBA) preferred.
- Medical Coding certification (CPC / CCS / CIC) preferred.
- 10+ years of experience in US Healthcare / Medical Coding operations.
- 3-6+ years in a managerial role such as OM / SOM/AM.
- Proven experience managing large-scale, multi-client medical coding operations.
- Demonstrated capability in leading 150+ FTE organizations through multi-layer
leadership structures