Own overall service delivery performance across assigned portfolio, including SLA’s, quality, Global, cost and throughput
Lead Supervisors and frontline teams to deliver high-quality, compliant ROI services
Collaborate with Workforce Management (WFM) and own daily and weekly staffing plans, schedules, and productivity management
Analyze KPIs (TAT, OTD, quality, productivity) to identify gaps and develop action plans
Ensure compliance with HIPAA, DMPO, UAD, and all standardized operational procedures
Partner with Supervisors to coach staff, address performance issues, and support employee growth
Serve as the first point of operational escalation for site-level execution issues (not customer issues)
Coordinate with the Network Operations Center (NOC) to address aging, exceptions, or workflow disruptions
Support training for new hires and ensure readiness to transition to centralized training (Phase 2)
Maintain an accurate skills matrix and assist with work assignment optimization
Contribute to continuous improvement initiatives and transformation pilots
Work with VPO to address concerns with Account Management team for client communication
Travel up to 50% to various locations depending on business needs

Experience managing teams in healthcare operations, HIM, or a large-scale production environment
Demonstrated ability to coach and develop people leaders
Comfort using metrics and dashboards to guide operational decision-making
Strong understanding of HIPAA and regulated workflows
Problem-solving skills and the ability to respond quickly to operational fluctuations
Identify process improvement needs and appropriate solutions
Ability to collaborate cross-functionally with NOC, Workforce Planning, Training, and Shared Services

Service Delivery Manager

Key skills