BPO Manager

About Us

SafeRide Health is a technology and services company dedicated to eliminating barriers in healthcare accessibility. Driven by the mission “To restore access and dignity to care,” we enhance the delivery of non-emergency medical transportation across America. Our proprietary technology, paired with a vast network of vetted transportation providers, empowers payers and health systems to offer cost-effective, on-demand transport solutions. Today, we serve the nation's largest Medicare Advantage, Medicaid, and provider programs.

Responsibilities

• Serve as the primary point of contact between SafeRide Health and BPO partner sites supporting auxiliary teams, building trusted, accountable partnerships with BPO site leadership across multiple vendors and locations.
• Monitor partner performance against contractual SLAs and escalate risk early, with data to support each recommendation.
• Coordinate daily with Workforce Management, Training, Quality, and other department leads to align BPO execution with SafeRide Health standards.
• Translate client and internal stakeholder requirements into clear operational direction for BPO partner sites.
• Partner with Workforce Management on staffing plans, forecasts, and schedule adherence across partner sites.
• Clearly communicate job expectations to BPO site leads and conduct performance reviews grounded in shared metrics.
• Uphold contractual compliance across all partner sites through adherence to Service Level Agreements (SLA) and Quality Assurance requirements.
• Support CMS and health plan compliance requirements, including language access (LEP) standards.
• Track and report site-level performance: SLA attainment, QA scores, defect rates, and AHT across all BPO partners.
• Support quality calibration sessions across vendor sites to maintain consistent scoring and standards.
• Identify performance gaps and drive corrective action plans in partnership with BPO site leadership.
• Perform additional tasks as necessary to support the evolving needs of BPO operations.

Requirements

• At least three (3) years of leadership experience, including managing outsoured or BPO vendor relationships.
• High school diploma or equivalent.
• Proficiency in contact center platforms, workforce management tools, and QA monitoring systems.
• Firm grasp of reporting and data analysis, with the ability to spot trends across multiple partner sites.
• Strong communication skills, both verbal and written, and the ability to influence partner site leadership and internal teams without direct authority.
• Advanced problem-solving abilities and comfort coordinating across multiple vendor systems and technologies.
• Flexibility to adapt to changes in business needs, client requirements, and vendor operating models.
• Must pass a criminal background record check.
• Must be a US Citizen.
• Must be able to work flexible shifts with occasional weekend work.

Qualifications

• Bachelor’s degree or equivalent (preferred).
• Experience managing multiple vendor sites or global and offshore BPO partners (preferred).
• Previous experience with Medicaid, Medicare, and Non-Emergency Medical Transportation (NEMT) guidelines (preferred).
• Bilingual; fluent in both English and Spanish (preferred).