Associate Director - Operations

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long‑term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our “right shore” delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

Associate Director – Eligibility & Enrolment

Full Time

The Associate Director – Eligibility & Enrolment is responsible for managing the daily operations of their department, setting and monitoring goals, coaching managers/supervisors, meeting financial performance goals and managing client satisfaction.

• Assess and attain departmental goals
• Track performance metrics
• Monitor and report on forecasts and accomplishments
• Establish and oversee quality control protocols
• Continuously assess departmental expenses and pricing strategies
• Develop and uphold strategic objectives, employee training, and control procedures
• Supervise client relationships
• Safeguard the confidentiality of company, client, and patient data consistently
• Abide by the stipulated policies and procedures in the Employee Handbook and Employee Code of Conduct
• Stay informed and actively engage in the Corporate Compliance Program
• Support other projects as assigned by management

• Demonstrate progress toward strategic milestones and targets.
• Consistently monitor and improve key performance indicators (KPIs) relevant to the department.
• Ensure metrics are trending positively over time.
• Provide accurate and timely reports on forecasted vs. actual achievements.
• Identify and communicate any significant variances and their impact.
• Maintain high-quality standards with minimal errors or deviations.
• Implement and monitor protocols to address and rectify quality issues promptly.
• Optimize departmental costs while maintaining or improving quality.
• Develop and implement pricing strategies that enhance profitability.
• Successful execution of strategic objectives aligned with organizational goals.
• Implementation of effective training programs leading to improved employee performance.
• Robust control procedures ensuring compliance and operational efficiency.
• Foster positive and enduring client relationships.
• Ensure client satisfaction and retention.
• Maintain data security and privacy standards to protect sensitive information.
• Contribution to the achievement of project objectives and goals.

• Bachelor's degree or equivalent experience is required
• 3–5 years Healthcare Provider operational experience
• 3–5 years leadership/management experience
• BPO setting preferred

• Proficient communication skills for effective interaction with staff, management, external agencies, and clients
• Consistently maintains a courteous and professional demeanor
• Self‑motivated and capable of staying focused with minimal supervision
• Exhibits strong leadership attributes
• Demonstrates proactive initiative and creative problem‑solving in job execution
• Exceptional organizational acumen
• Adept at prioritizing tasks in a dynamic work setting
• Reliable in completing tasks and diligent in follow‑up
• In‑depth expertise in Medicaid Eligibility, Qualifications, and Policy
• Proficiency in Microsoft Office suite
• Must be able to sit for extended periods of time.
• For Remote Work from Home - must have a quiet, private area to perform work
• Some travel may be required