Industrial Engineer – BPO Process Optimization (Healthcare Operations)
About the Role
WRS Health is seeking a process-driven and data-oriented Industrial Engineer to lead operational improvement efforts across our BPO service lines supporting physician offices. This role will focus on streamlining, automating, and scaling key service functions—including Revenue Cycle Management (RCM), virtual front desk support, healthcare marketing services, and clinical operations coordination. The ideal candidate will bring a strong background in industrial engineering principles, healthcare operations, and service delivery optimization for remote and distributed teams.
Key Responsibilities
1. Process Engineering & Optimization
Map current-state workflows for outsourced services (e.g., billing, scheduling, prior auth, patient engagement).
Identify bottlenecks, handoff issues, and areas for standardization or automation.
Design future-state processes that enhance efficiency, accuracy, and client satisfaction.
2. Performance Analytics & Continuous Improvement
Develop KPIs and dashboards for monitoring productivity, turnaround time, error rates, and SLA adherence across all BPO functions.
Use root cause analysis and Six Sigma/Lean methodologies to reduce rework, claims denials, or patient wait times.
3. Automation & Technology Enablement
Evaluate and deploy automation solutions such as:
RPA for claims processing
AI-enabled chatbots for virtual front desk interactions
Workflow management tools for task tracking and SLA management
Partner with product and engineering teams to enhance integration between WRS Health systems and client EHR/PM tools.
4. Scaling and Standardization
Create scalable SOPs, playbooks, and training documentation for each BPO service vertical.
Establish best practices for managing remote BPO teams, especially in markets with variable labor and time zone constraints.
5. Cross-functional Collaboration
Liaise with BPO delivery leads, client success managers, and healthcare subject matter experts to ensure alignment with client expectations.
Work closely with compliance and QA teams to ensure HIPAA, data privacy, and security standards are met.
Qualifications
Education: Bachelor’s or Master’s degree in Industrial Engineering, Operations Research, Healthcare Administration, or related field.
Experience: 3–7 years in process optimization or operational engineering, preferably within a healthcare BPO or shared services environment.
Technical Expertise:
Lean Six Sigma certification preferred (Green Belt or above)
Strong experience with process mapping tools (e.g., Visio, Bizagi, Lucidchart)
Familiarity with healthcare systems (EHRs, practice management software, billing platforms)
Data analysis and visualization tools (Excel, SQL, Tableau, Power BI)
Exposure to RPA tools (UiPath, Automation Anywhere, etc.)
Preferred Skills & Attributes
Deep understanding of healthcare RCM workflows including insurance verification, claims submission, payment posting, and denial management.
Knowledge of front-desk patient workflows and virtual care coordination best practices.
Strong project management and communication skills, with the ability to influence across operations, product, and client teams.
Comfort operating in a fast-paced, high-growth environment with remote teams across geographies.
What We Offer
The opportunity to shape the operational backbone of a high-impact healthcare BPO offering
A collaborative and forward-thinking culture focused on healthcare innovation
Competitive compensation and benefits package
Remote flexibility with a mission-driven team