Post a Job Free
32 viewsjobseeker
Robin J. — Senior Healthcare Operations Manager from Philippines

Robin J.

Senior Healthcare Operations Manager

Philippines 6+ years
Open to offersNew to Platform
Video Introduction
No video introduction yet
The candidate has not added a video.
Contact information and social networks are private. Connect to unlock.
Hidden

About

Robin J. is a seasoned Healthcare Operations Leader with over 12 years of dedicated experience in the healthcare BPO and MSO-PC sectors. Currently serving as Operations Manager at Single Thread Health, Robin leads teams responsible for payor contracting, provider credentialing, and claims processing, designing and implementing SOPs to optimize workflow efficiency and compliance across critical healthcare functions. At Concentrix, Robin managed a 140 FTE team supporting member services, consistently achieving high First Call and Inquiry Resolution rates, maintaining zero backlog, and driving performance that earned multiple top performer and leadership awards. Robin’s expertise spans operational optimization, compliance (including HIPAA), and workforce management, with a tangible impact recognized by both colleagues and clients in highly regulated healthcare environments across the Philippines.

Experience

  • Operations Manager

    Single Thread Health · 2025 — Present
    Oversaw a team of Operations Analysts in various healthcare operations, including payor contracting & credentialing, claims processing, and eligibility & insurance verification. Developed and executed comprehensive SOPs for contracting, credentialing, mail reconciliation, attendance, leave management, and WFH governance. Enhanced workflow efficiency by refining form completion processes and mail reconciliation workflows. Structured follow-up protocols managed increased contracting and credentialing volume, minimizing delays and backlog risks. Implemented operational controls to ensure accuracy, compliance, and standardization in essential healthcare functions.

  • Operations Manager

    Concentrix · 2022 — 2025
    Directed a healthcare operations team comprising 140 FTE across 7 Team Leaders focusing on voice-based Member Services, addressing premium payments, benefits, authorizations, claims, appeals, pharmacy, and provider inquiries. Achieved 75–80% First Call Resolution (FCR) and 85–90% Inquiry Resolution, promoting high-quality service and operational efficiency. Ensured zero backlog and resolved 100% of inventory within 24–48 hours, establishing strong operational discipline. Maintained inventory levels at ≤2% over 48 consecutive months, benefiting performance incentives and client satisfaction. Fostered a low attrition rate of <5% through engagement, coaching, and leadership development efforts. Facilitated leadership growth by advancing SMEs to Team Leaders and agents to SMEs.

  • Team Leader, Operations

    Concentrix · 2019 — 2022
    Supervised a team of 15–20 agents in a healthcare voice account, focusing on performance related to QA, AHT, and customer satisfaction metrics. Cultivated a high-performing team recognized for generating SMEs that supported new hire orientations and business ramp-ups. Consistently placed among top-performing teams in KPI delivery. Created and managed a CARE Bay support model to enhance new hire readiness through improvements in QA, AHT, and survey performance. Provided coaching and development for agents, leading to internal promotions and overall performance enhancement.

  • Customer Service Representative

    AFNI · 2018 — 2019

  • Product Specific Trainer

    Global Innovation · 2014 — 2018

Skills & Expertise

Project ManagementCustomer ServicePerformance ManagementCompliance

Education

  • Business Process Outsourcing
    University of Makati, Makati, Philippines · — — 2014
  • Bachelor of Science, Business Administration
    St. Vincent College of Cabuyao, Laguna, Philippines · — — 2012