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

About 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 Responsibilities

1. 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

At Fiesta Health, we believe that a diverse, inclusive, and equitable workplace is essential to our mission of delivering compassionate, high-quality care. We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected characteristic.

We are committed to building a team that represents a variety of backgrounds, perspectives, and skills—because the more inclusive we are, the better we can serve our community.