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.

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.