- Location
- Quezon City, Bridgetowne Zeta, Philippines
- Workplace
- Remote
- Type
- Full-time
- Department
- Healthcare
- 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 Description Summary
This role is responsible for driving adherence to the quality policy and quality objectives. This support member ensures that operations adhere to the business unit’s Service Quality Plan by performing the defined scope and duties in quality planning, quality assurance, quality control, quality reporting and quality improvement to drive superior stakeholder experience."
Job title:
Job Description:
Experience:
Certified employees with ACTIVE USRN License, with satisfactory performance or better, with impeccable discipline and attendance record.
Minimum 6 months call center experience in supported account
Must be a regular and certified employee in their current role
Has no disciplinary action for the past 6 months.
Must meet a minimum of 4 out of 6 months on all KPIs with outstanding attendance record.
No critical Incidents reported
With Good Communication, Presentation, Interpersonal and Analytical skills
Experience on actual analysis is a plus
Preferably with strong Healthcare background
Must have the ability to engage and influence people across levels of the organization
Able to drive change and manage team performance
Willing to be assigned to Iloilo or Manila
Mandatory Skills:
Highly focused, detail-oriented, and client-centric mindset
Capable of setting and meeting deadlines
Ability to manage time effectively
Excellent communication skills
Proven problem-solving skills
Ability to work well in both independent and highly collaborative settings
Ability to excel in fast-paced work environment
High degree of proficiency in relevant computer skills (MS Office)
Roles & responsibilities:
Call/Transaction Monitoring:
Responsible for monitoring voice and/or non-voice transactions in an objective fashion. (Web, voice, e-mail, white mail)
Encodes evaluations in a central repository and summarizes/analyses results
Identify customer’s contact reasons and pain points/sentiments
Works with Operations as an auditor as well as regulator of quality issues.
Customer Experience:
Responsible for evaluating customer surveyed calls, including but not limited to Detractor and Passive rated surveys
Evaluates surveyed calls based on customer survey verbatim and through call listening
Provide actionable insights to Operations based on the summary/ analysis done on the surveyed calls
Call out any mismatch between survey verbatim and call listening
Calibration:
Conducts Calibration Sessions with the Client and with Operations
Reporting:
Designs and implements reports to establish patterns and trends of Quality and CSAT issues as they may arise.
Works with Training and Operations to provide trend reports to address any issues that need refresher training or that may be newly discovered
Provides updated, accurate and timely reports as required to the Quality Lead/Manager
Reports all behavior that does not conform to the Quality and CSAT standards set by the company and the account management.
The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.
Location: