What is the Henry Schein ONE Way? Simply put, we care for each other. We treat each other with respect, kindness, gratitude, and awe. We welcome different viewpoints and encourage creativity. Henry Schein ONE believes that everyone has something amazing and unique to contribute, and we wouldn’t be Global Industry leaders today without all the individual contributions that bring our team together.
Our culture strives to provide a place where passion, individuality, autonomy, purpose and diversity succeeds. We strive to let you Schein because when you Schein so do we!
If you are still not sold on how great it is to be a Team Schein Member, then perhaps you need to hear about our Henry Schein Cares programs, team engagements, lunches, and extra wellness benefits. Or that our leadership encourages you to maintain a healthy work-life balance. There are so many perks too numerous to list. If you are intrigued, apply now, our Talent Acquisition team is excited to meet you!
JOB OVERVIEW:
This position is responsible for end to end operational management of the overseas BPO calling program that supports insurance eligibility workflows with potential to expand into other areas. This role will be responsible for hiring, onboarding, training, production oversight, quality assurance, vendor governance, reporting, financial controls, and cross functional escalation relating to the BPO program. The role ensures consistent service level performance despite limited product/engineering enablement.
KEY RESPONSIBILITIES:
Program Management (People + Process)
Build and manage the overseas BPO program, including interviewing, hiring, onboarding, system setup (CXOne and Mango Voice), and maintaining training materials and SOPs.
Eligibility Program Ownership
Manage and refine the processes ensuring efficiency, accuracy, consistency, and adherence to requirements.
Monitor upstream ticket quality, queue aging, and service level risk related to eligibility workflows.
Daily Operational Management
Lead daily syncs to evaluate service levels, blockers, escalations, volume trends, and staffing alignment.
Provide real time operational and payer nuance support.
Monitor production counts and proactively identify dips or spikes.
Production & Throughput
Diagnose throughput constraints such as call tree complexity, hold times, staffing mix, and process gaps.
Adjust operating procedures and staffing guidance to protect turnaround times.
Lower the overall cost per request by improving efficiency.
Quality Assurance & Coaching
Conduct QA checks for agents and refine / scale QA process
Document quality outcomes and provide structured feedback and coaching.
Ensure calibration and consistency as the team scales.
Vendor Governance & Financial Controls
Manage day to day BPO/EOR vendor performance, staffing, compliance, and billing.
Approve hours, bonuses, staffing updates, and perform line by line invoice reviews.
Maintain discrepancy management and robust prevention controls.
Cross Functional Partnership
Provide consistent feedback and upgrade requests to product leadership.
Collaborate with Engineering and Business Intelligence to improve reporting and tooling
Build interim manual reporting when dashboards are unavailable.
Interact directly with Product to ensure operational processes align with product capabilities and evolving customer needs.
Customer & Partner Interaction
Extract and package partner specific data as requested and maintain readiness for partner audits/reviews.
Engage with customer offices and partners to resolve high impact issues, provide operational clarity, and ensure expectations are met.
Monitoring & Operational Health
Track queue health, ticket quality, staffing coverage, and productivity lost to hold times.
Assist with escalations including payer outliers and office specific issues that could affect satisfaction or retention.
Oversee daily operational load across production, training, QA, invoicing, and updates
SPECIFIC KNOWLEDGE & SKILLS:
Must-Have Qualifications
Proven experience managing offshore teams in a high-volume operational environment
Strong operational leadership skills, including hiring, onboarding, training, and performance management
Experience overseeing BPO/EOR vendor relationships, staffing, compliance, and invoice accuracy
Hands-on experience with daily production oversight, service levels, throughput, and quality metrics
Ability to diagnose workflow constraints and improve efficiency, accuracy, and turnaround times
Experience conducting quality assurance, delivering structured feedback, and maintaining calibration
Ability to partner cross-functionally with Product, Engineering, BI, and Support teams
Strong analytical skills with experience using operational metrics, reports, and dashboards
Excellent communication skills and ability to manage escalations with customers, partners, and internal teams
Demonstrated ability to build and maintain SOPs, training materials, and operational processes
Nice-to-Have Qualifications
Familiarity with insurance eligibility workflows, payer requirements, or dental/medical RCM
Knowledge of Domo, Power BI, Tableau, or similar BI tools
Experience with CXOne/NICE, Mango Voice, or similar contact center systems
Experience building interim manual reporting and operational dashboards
Background in improving cross-functional processes tied to product capabilities
Experience reducing operational cost-per-request or implementing automation within BPO workflows
Prior experience supporting customer audits or partner reviews
Familiarity with ticketing or CRM platforms (e.g., Salesforce, Jira)
GENERAL SKILLS & COMPETENCIES:
Excellent management and leadership skills and ability to attract, retain, motivate, develop and mentor team members for high performance
Outstanding verbal and written communication skills and ability to resolve disputes effectively
Outstanding presentation and public speaking skills
Outstanding independent decision making, analysis and problem-solving skills
Understand, interpret and act on financial information that contributes to business profitability
Ability to plan and manage complex and successful projects; understand available resources, develop timeline, budget and assign areas of responsibility
Lead teams to achieve company goals and solve complex business issues in creative and effective ways
Outstanding planning and organizational skills and techniques
Communicate effectively with senior management and key stakeholders
Strong negotiating skills and ability to effectively manage internal and external relationships
Ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics
Broad and wide-range of professional and managerial skills with a full understanding of industry practices and company policies and procedures
Ability to lead and develop virtual teams
Outstanding in multiple technical and business skills
MINIMUM WORK EXPERIENCE:
Typically 10 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 3 or more years of management experience.
PREFERRED EDUCATION:
Typically a Bachelor's Degree or global equivalent in related discipline. Master's degree or global equivalent a plus.
TRAVEL / PHYSICAL DEMANDS:
Travel typically less than 10%. Office environment. No special physical demands required.
What you get as a Henry Schein One Employee
A great place to work with fantastic people.
A career in the healthcare technology industry, with the ability to grow and realize your full potential.
Competitive compensation.
Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.
*Benefits may vary by location or status.
Henry Schein One is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
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