Operations Manager / Team Lead US Home Care – Back Office

Job Description

Title: Operations Manager / Team Lead US Home Care – Back Office

Company Name: Lowkia

Vacancy: --

Age: Na

Job Location: Dhaka (Banasree)

Salary: Negotiable

Experience:

• 1 to 3 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service, BPO/ Data Entry Firm, Call Center, Business-to-Business (B2B) Software and Services Startup

• 1 to 3 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service, BPO/ Data Entry Firm, Call Center, Business-to-Business (B2B) Software and Services Startup

Company: Lowkia Limited | Location: Rampura Banasree, Dhaka (On-site) | Shift: Night (US Eastern Time)

About the Job

We are looking for a strong leader who speaks and writes English very well and knows how to handle dialer systems. In this role, you will lead a back-office team and run the full Virginia Home Care work process from start to finish. You will also speak with US state officers and insurance companies, so every call and email must sound professional and clear.

What We Are Looking For

1. Strong English Skills

• Speaking: You should be able to talk with US DSS Officers, State Nurses, and Insurance Case Managers in clear, polite English that sounds almost like a native speaker.

• Writing: You must write professional emails, appeal letters, and follow-ups. You will also type up RN reports (Plan of Care) in a clean, neat format.

• Negotiation: You should feel confident speaking on the phone with MCOs like Anthem and Sentara to fight for client hours (PA) and fix any problems.

2. Team Leadership

• You should have real experience leading a BPO or back-office team in the home care field.

• You must be able to train your team on the 4-phase work flow: Financial Approval, Medical Screening, Agency Assessment, and Authorization.

• You should track key numbers like "Time-to-Approval" and make sure there are no mistakes in any Medicaid paperwork.

3. Dialer and Technical Skills

• Platform Knowledge: Hands-on experience with VOIP and dialer systems such as Nextiva, CloudTalk, or GHL-linked dialers.

• Daily Operations: Running outbound follow-up campaigns to US health departments and handling incoming calls from clients.

• Troubleshooting: Basic understanding of IVR setup, call routing, and CRM connections so the teamcan keep working without breaks.

Your Main Tasks

• Workflow Check: Make sure each case moves smoothly from the first Medicaid application (Phase 1) all the way to the final Prior Authorization (Phase 4).

• Document Review: Check DMAS-97 (Plan of Care) and UAI reports for any errors before they are sent to the MCO portals.

• Talking to State Offices: Personally handle the harder calls with the Virginia Department of Medical Assistance Services (DMAS) when needed.

• System Check-Up: Watch how the dialer is running and how the team is working so the team gets the most done during US business hours. Experience and Qualifications

• Experience: At least 3 years in a leadership role in US home care or a healthcare BPO.

• Technical: Strong knowledge of RingCentral, Medicaid Portals (MES), and cloud-based phone systems.

• Education: A bachelor's degree at minimum. People with a background in Marketing or English Literature are warmly invited to apply.

• Schedule: You must be okay with the night shift (9:00 PM – 5:00 AM) so your hours match Virginia's working day.

Competitive Salary: Negotiable (Based on experience and performance). Annual Growth: Regular Salary Review every year. Bonus Structure: Two (2) Festival Bonuses per year. Career Advancement: Structured path for Fast Career Growth within the organization. Company Culture: An Excellent Work Environment that values collaboration and energy.