Kevin B.

Healthcare Operations Manager with 10+ years of experience supporting U.S. healthcare organizations through BPO operations, medical staffing, and practice administration. I help healthcare practices and staffing companies build reliable remote teams, streamline daily operations, improve employee performance, and maintain efficient administrative workflows. 1. HEALTHCARE OPERATIONS & BPO MANAGEMENT - Managed 20+ enterprise client accounts and distributed teams of up to 63 remote agents. - Improved QA scores from 65% to 95% and maintained CSAT above 90%. - Managed workforce scheduling, real-time monitoring, performance coaching, and operational reporting. - Coordinated payroll processing and client invoicing. 2. MEDICAL RECRUITING & STAFFING - End-to-end candidate sourcing, screening, interviewing, and onboarding. - Conducted approximately 20 candidate interviews per day. - Matched candidates with client-specific healthcare staffing requirements. - Supported remote team staffing and performance management. 3. MEDICAL ADMINISTRATION & VIRTUAL ASSISTANCE - Medical appointment scheduling and patient coordination. - Referral creation and patient information management. - Insurance eligibility verification and appointment confirmations. - Medical billing and claims processing experience, with ICD-10 and CPT knowledge. - Experience with HIPAA-related administrative workflows. 4. KPI REPORTING & WORKFORCE MANAGEMENT - Power BI dashboards and productivity reporting. - QA, AHT, CSAT, and workforce performance tracking. - Agent coaching, process improvement, and operational documentation. TOOLS & TECHNOLOGIES eClinicalWorks (eCW) | Power BI | RingCentral | Oracle CRM | Microsoft Office Suite I combine hands-on healthcare experience with the operational leadership needed to manage people, processes, and performance. Whether you need someone to oversee healthcare operations, coordinate medical staffing, improve team performance, or support your medical practice's daily administrative workflows, I can help you establish an organized and measurable process. Let's discuss your operational needs and how I can contribute to your team's success.