Industrial Engineer - BPO Process Optimization

Summary

Join WRS Health as an Industrial Engineer to lead operational improvement efforts across our BPO service lines supporting physician offices. You will streamline, automate, and scale key service functions, including Revenue Cycle Management (RCM), virtual front desk support, healthcare marketing services, and clinical operations coordination. The ideal candidate possesses a strong background in industrial engineering principles, healthcare operations, and service delivery optimization for remote and distributed teams. You will map current-state workflows, identify bottlenecks, and design future-state processes. Responsibilities include developing KPIs, using root cause analysis, evaluating automation solutions, creating scalable SOPs, and collaborating with cross-functional teams. The role requires a Bachelor’s or Master’s degree in a related field and 3–7 years of relevant experience.

Requirements

• Bachelor’s or Master’s degree in Industrial Engineering, Operations Research, Healthcare Administration, or related field
• 3–7 years in process optimization or operational engineering, preferably within a healthcare BPO or shared services environment
• 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.)

Responsibilities

• 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
• 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
• Evaluate and deploy automation solutions such as:RPA for claims processingAI-enabled chatbots for virtual front desk interactionsWorkflow 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
• 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
• 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

Preferred Qualifications

• Lean Six Sigma certification preferred (Green Belt or above)
• 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

Benefits

• Competitive compensation and benefits package
• Remote flexibility with a mission-driven team