- Location
- HYD, Purva Summit Block A - 4F, India
- Workplace
- Onsite
- Type
- Full-time
- Department
- Operations
- Seniority
- Lead
- Experience
- 3+ years
- Closing date
- Today
- Source
- Workday
Description
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title:
Job Description:
Education: Any Graduate
Experience: 3+ years experience in G&A - Member Grievance, including 12 months in a supervisor capacity. Healthcare Industry Preferred.
Roles & Responsibilities:
- Provide day-to-day leadership, coaching and development support to direct reports (Sr. Process Consultants).
- Review operating statistics regularly to ensure Client and Organization goals are being met in areas of service quality and timeliness. Typical areas of focus include: quality monitoring scores/daily work assignments, customer satisfaction, account notations, call handle times(If the process has voice requirement), abandon rates and service levels/ line adherence.
- Identify areas of process improvement and work effectively within the organization to implement resolutions on a timely basis. Areas for improvement should be targeted at increasing client satisfaction and/or company profitability.
- Oversee necessary enhancements to client programs or servicing therein. This may include areas such as staffing, training, attendance and quality.
- Responsible for process quality for all work performed by the team.
- Participate in client visits and roundtables to provide inputs on program performance or new programs being offered.
- Coordinate with Manager Operations to balance needs of individual teams with needs of the entire organization.
- Provide growth development opportunities.
- Promote teamwork and cooperative effort.
- Help train and provide guidance to Sr. Process Consultant, other Supervisors and Sr. Supervisors within the organization.
- Maintain a clean, safe, unobstructed work area and practice good safety habits.
- Provide internal and external customers with the highest quality service.
- Familiarize with HIPAA regulations
Mandatory Skills:
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
- Ability to understand basic data and take appropriate action.
- Ability to drive individual and teams efficiency and productivity through effective and efficient metric management.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Ability to strategically lead and develop team towards improved performance.
- Ability to delegate and manage work loads and projects across functions within the organization.
- Ability to successfully drive continuous improvement efforts by leading various work streams related to call center metrics and monitoring tools.
- Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.
- Advanced customer focus and customer service skills
Preferred Skills:
- Basic financial analysis (cost-effectiveness, cost-benefit etc.)
Location:
Skills
Customer ServiceHIPAA