Healthcare Service Operations Leader, AM&D

JOB DESCRIPTION

Job Title

Healthcare Service Operations Leader, AM&D

Job Description

Job Description :

The Healthcare Service Operations Leader will oversee the Operational teams within Ambulatory Monitoring & Diagnostics (AM&D), comprising approximately 500 FTEs. This includes Customer Service teams operating US-based call centers and Electrocardiogram (ECG) Clinical Operations spanning US-based onshore and India-based offshore ECG technology centers. Clinical Operations includes Wireless and Holter ECG monitoring, organized within Independent Diagnostic Testing Facilities (IDTFs).

As a key member of the AM&D Leadership team, this leader will serve as a critical interface between product, technology, and commercial leadership, while collaborating closely with medical, compliance, and regulatory leaders. The role requires driving alignment across cross-functional teams to meet organizational goals.

The Operations Leader will provide strategic oversight and operational leadership to achieve the following outcomes :

Deliver High-Quality Clinical Reporting : Oversee processes that ensure timely, accurate, and comprehensive clinical reporting, fostering client and patient satisfaction while driving ongoing improvements in productivity and quality.

Leverage Data-Driven Insights : Utilize internal performance metrics and external market intelligence to inform decision-making, enhance agility, improve service quality, and maximize revenue opportunities.

Ensure Compliance and Excellence : Maintain compliance with CMS requirements and internal quality / regulatory standards. Promote a culture of operational excellence and best practices across the organization.

This leader will also champion workforce development, mentor operational leaders, and maintain a focus on innovation by implementing workflow enhancements such as AI-driven solutions to increase efficiency and productivity. With a proven ability to navigate fast-paced, complex, ambiguous environments and build strong relationships across internal and external stakeholders, the Healthcare Service Operations Leader will play a pivotal role in shaping the future of AM&D’s operational success.

Job Responsibilities include but are not limited to :

Mentor and guide the growth and development of people leaders within the Clinical and Customer Service departments in AM&D.

Provide ongoing coaching, feedback, and professional development to Key Operations Leaders, while enabling engagement across Healthcare Operations.

Drive operational efficiency across Healthcare Operations, partnering closely with Revenue Cycle Management, Product Management, Commercial Leadership, and other key stakeholder departments in AM&D.

Collaborate with Clinical and Customer Service operational leaders to prioritize patient safety and quality while improving operational efficiency, forecasting capabilities, and workforce planning.

Organize and translate key initiatives into actionable plans across diverse functions and roles within the organization.

Identify and implement AI-driven workflow improvements to increase productivity and streamline processes.

Build and maintain strong relationships with AM&D Leadership, representing customer requirements and advocating for service and support improvements.

Actively participate with senior leaders to develop and execute strategic plans and objectives aligned with organizational goals

Educate senior leaders on business capabilities and drive transformation by promoting adoption of standards and best practices for effective performance.

Serve as a direct point of contact for managing executive escalations with professionalism and urgency.

To succeed in this role, you bring the following skills and experience :

Bachelor’s Degree required, Master’s Degree preferred in Business, Healthcare or related industry

Proven track record in the healthcare or medical device industry, with 15 years of managerial and leadership experience.

Extensive experience leading large teams (200 employees), including 24 / 7 operations, call centers, and workforce planning and development.

Expertise in clinical and healthcare service operations, with the ability to identify, evaluate, and resolve critical issues using professional concepts.

Excellent leadership, communication, negotiation, and presentation skills, with the ability to effectively engage executive stakeholders.

Skilled in navigating ambiguous situations and managing cross-functional collaboration within fast-paced and complex business environments.

Strong interpersonal skills, with a proven ability to establish and maintain productive working relationships across internal and external stakeholders, as well as multiple levels and functions.

Demonstrated ability to communicate complex clinical or technical issues to diverse, non-clinical, and non-technical audiences.

Experience operating in CMS-regulated environments and successfully implementing CMS requirements into productive operational settings.

Ability to work both independently and as part of a cross-functional team, fostering collaboration to achieve organizational goals.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

Onsite roles require full-time presence in the company’s facilities.

Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

Indicate if this role is an office / field / onsite role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

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If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion .

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.