Operations Lead

Location: Escazú / Santa Ana, Costa Rica (In-Office)
Employment Type: Full-TimeAbout Fiesta Health

Fiesta Health is a fast-growing U.S.-based healthcare organization specializing in autism therapy, diagnostics, and multi-state clinical operations. We are building a Costa Rica operations hub to support scheduling, intake, benefits verification, credentialing, billing, revenue cycle, and administrative excellence across 12+ U.S. locations.

We are not a call center. We are building a high-performance shared-services team that operates with professionalism, accountability, and pride.

Role Overview

The BPO Operations Lead will be the first leadership hire for our Costa Rica office.
This person will:

• Launch and run our Costa Rica operations hub.
• Hire and coach the initial team of intake, scheduling, benefits, credentialing, and RCM specialists.
• Establish workflows, KPIs, and accountability systems.
• Serve as the cultural anchor for reliability, professionalism, and continuous improvement
• Partner directly with U.S. leadership on daily operations, quality, performance, and scale

This is a builder role for someone who wants to create something meaningful from the ground up.

Key Responsibilities1. Launch & Leadership

• Lead the setup of our coworking or office space in Escazú/Santa Ana
• Build a positive, high-performing team culture aligned with Fiesta’s values
• Recruit, onboard, and manage early team members
• Establish clear role expectations, SOPs, and performance management standards
   

2. Operational Management

• Oversee day-to-day workflow for:
   
  • Referral intake
  • Client scheduling
  • Insurance benefits verification
  • Authorizations
  • Credentialing
  • Billing & revenue cycle support
     
• Ensure accuracy, speed, and HIPAA-compliant processes
• Improve workflow efficiency and eliminate friction points
   

3. Quality & Performance

• Set KPIs and monitor daily/weekly performance
• Implement QA systems and coaching plans
• Ensure the Costa Rica team consistently exceeds U.S. expectations
• Report metrics and trends to U.S. leadership
   

4. People Development

• Build a culture of reliability, ownership, and continuous learning
• Coach team members for performance and career growth
• Manage attendance, accountability, and corrective action processes
   

5. Cross-Border Collaboration

• Serve as the operational bridge between Costa Rica and U.S. teams
• Communicate clearly, frequently, and professionally with remote colleagues
• Escalate issues proactively and close loops on assignments

Qualifications Required

• 5+ years of experience in shared services, BPO, healthcare operations, or revenue cycle management
• 3+ years of people management experience
• Strong English (B2+ required, C1 preferred)
• Experience with KPIs, QA, and productivity management
• Demonstrated ability to hire, coach, and retain talent
• Strong process orientation and attention to detail
• Ability to work U.S. business hours (Central or Eastern Time overlap)
   

Preferred

• Experience supporting U.S.-based healthcare organizations
• Familiarity with HIPAA (training provided if needed)
• Experience launching new teams or operations
• CRM, EHR, or RCM platform experience
   

Personal Attributes

We’re looking for someone who is:

• Professional and reliable
• Calm, organized, and accountable
• A natural coach and team builder
• Excellent at communication
• Process-driven, yet flexible
• Motivated by ownership—not micromanagement
• Values a positive culture and long-term stability

Why Join Fiesta Health?

• Opportunity to build an entire operation from zero
• Work directly with senior U.S. leadership
• Growth path into Country Manager or Director roles
• Competitive compensation
• Professional, modern work environment (Escazú/Santa Ana)
• Strong culture of respect, clarity, and continuous improvement

Success in This Role Looks Like

• A fully functioning Costa Rica hub within 90–120 days
• High retention, strong culture, predictable performance
• U.S. leadership expressing trust, relief, and confidence in the team
• KPIs consistently met or exceeded
• A scalable structure ready for 15-20+ employees within 12–18 months