Job Description: General Manager – Contact Support/ Client Service/ Customer Service Support

Role Summary

Role title- General Manager, AGS Health

Role description - Leads 3 to 5 direct reports, 400 - 600 total reports and manage P&L; across multiple sites in a country, lead client interactions during key review meetings, oversee business delivery, drive initiatives for operational efficiency & talent management and collaborate with vertical leads on long-term initiatives

Job-family- Project lead – Client account manager

Reporting authority - Vice President or Senior Vice President

Direct reports- Manager, Assistant Manager

Headcount span- Direct span: 3 to 5 direct reports

Rolled-up span: 400 - 600 total reports

Project span- 2-3 large SL projects (or) 3-4 medium SL projects (or) 2-3 small SL and up to 5 super-small projects

Location - Guadalajara, Mexico

About AGS

AGS Health is more than a revenue cycle management company - we’re a strategic partner for growth. With expert services complemented by AI-enabled technologies and high-touch support, AGS Health is the premier revenue cycle partner for leading health systems, physician groups, and academic medical centers in the U.S. With expert insight into modern revenue cycle practices, the company pairs cutting edge technology with college-educated, trained RCM experts to help clients optimize workflow, maintain compliance, prevent revenue leakage, and achieve a high-performance revenue cycle. AGS health employs more than 15,000 team members globally and partners with more than 150 clients across a variety of care settings, specialties, and billing systems.

POSITION SUMMARY

The primary objective of a Client Service Manager is to ensure the successful and efficient operation of their designated site, aligning it with the overall goals and objectives of the organization. Partner - P&L; for operations across multiple sites in one country by optimizing budget and resource allocation in-line with guidance provided from vertical leads to reduce delivery costs Support in sales and Service lines fostering growth across the country and enhancing Mexico capability as delivery center. Work closely with Human Resources to lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment Client Service / Contact Support will lead and oversee end-to-end Revenue Cycle Management (RCM) operations, ensuring financial performance, compliance, and operational excellence across patient billing, collections, and financial services. This role requires strategic leadership, deep knowledge of U.S. healthcare regulations, and the ability to drive efficiency and profitability while maintaining patient satisfaction. Analyze staffing reports across projects and implement long-term initiatives to optimize resource utilization across sites,



shifts, service offerings including buffer and bench management Create and implement business continuity and disaster recovery plans in coordination with the Governance Risk Information Security Compliance Facilitate cross-functional collaboration across all departments (Talent Development, IT, Admin, transformation function) to streamline delivery.

Delivery/ Operations

- Oversee P&L; and budgets for client accounts in Client Service/ Customer Service; guide project leads on efficiency strategies to reduce delivery costs.
- Act as an interface between senior leadership and project leads to relay operational updates and priorities.
- Monitor project metrics and dashboards; identify improvements in governance and reporting processes.
- Drive capacity management initiatives and implement industry best practices.
- Proven experience in handling patient inbound calls, call center processes, and customer interactions.
- Resolve conflicts and roadblocks during cross-functional collaboration.
- Define long-term strategies (digital transformation, continuous improvement) to improve SLA adherence and streamline execution.
- Manage large-scale Customer Service operations, including patient billing, collections, insurance follow-up, and payment posting Drive implementation for Customer Service operational efficiency improvement initiatives in coordination with process excellence team / transformation team identified by vertical leads, creating implementation roadmap, prioritizing teams / projects for implementation
- Collaborate with stakeholders to execute process improvement initiatives Leverage technology to improve process efficiency
- Collaborate facilitation of all the client visit both for existing clients and new clients
- Act as interface between vertical leads and local account leadership to relay operational updates and organizational priorities. Monitor dashboards, performance reports & support local account leaders to handle critical escalations.

Leadership and team management

- Create a workplace that promotes a customer-centric, engaged, and inclusive culture that values collaboration, innovation, and high performance
- Enable talent development in collaboration with talent management team by supporting implementation of identified training and coaching initiatives
- Drive recruitment initiatives in coordination with the TA& HRBP teams,



vertical leads to effectively counter attrition and manage talent mix in-line with market demand
- Facilitate focused group discussions with a minimum of 30% of the team members every month
- Work closely with workforce management team for right staffing

Client management

- Support vertical leads and customer success teams to grow existing accounts
- Manage client relations with account partners to build promoters by addressing escalations, comprehending needs and providing timely support
- Lead discussions with account partners in key meetings such as escalation reviews, metrics reviews and clarification log discussions; create MBR and QBR decks to support vertical leads in discussions
- Track regulatory changes, key market trends to add value to client conversations, support clients to determine and pursue priorities

Academic and professional background

- 14+ years of experience in Client Services/Contact Support within the BPO industry, including at least 7 years in leadership roles in client/customer service.
- Exposure to US Healthcare Revenue Cycle Management is an added advantage.
- Strong experience in leading and managing large teams of 120–150 members is essential.
- Academic Qualifications: Graduate in any stream; MBA preferred.
- Healthcare Operations: 10+ years in leadership roles managing Customer Service support functions, Proven experience in handling patient inbound calls, call center processes, and customer interactions.
- Financial and P&L; Management: Proven experience optimizing budgets, managing costs, and handling P&L; across multiple sites
- Process & Project Management: Expertise in process improvements, project management, service line expansion and experience with Lean Six Sigma or similar methodologies
- Client & Stakeholder Management: Track record in managing client relationships and improving satisfaction
- Talent Leadership: Experience leading large teams, managing talent development, and addressing workforce challenges like attrition
- Regulatory Knowledge: Familiarity with healthcare compliance and data privacy regulations (e.g., HIPAA)
- Language Fluency: Fluent in speaking/writing/Presentation English and Spanish.

Competencies, skills, and other requisites

- Subject matter expertise in Patient Financial Services
- Service delivery leadership and strategic thought leadership to grow business
- Client and internal stakeholder management
- Problem solving ability and analytical skills
- Team management and interpersonal skills
- Attention to detail and concern for accuracy Strong time management skills and multi-tasking ability
- Proficient in written and spoken English Integrity and personal work ethics

Job Type: Full-time

Education:

- Doctorate (Preferred)

Experience:

- Clinical Services: 10 years (Preferred)

Work Location: In person

📌 General Manager - Contact Support (México)
🏢 AGS Health Private
📍 México