- Location
- BLR, AMR Tech Park - Block 1, 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 RCM-AP/AR(Voice), including 12 months in a supervisor capacity. Healthcare Industry Preferred.
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.)
Roles & Responsibilities:
Answer incoming queries trough email or call and take appropriate action
Maintain customer satisfaction ratings based on explicit criteria set forth by the company
Attend mandatory training sessions to stay updated on any changes in the policy
One on one call listening and feedback
Refresher training to enhance the skills
Drive teams performance by sharing the feedback with the bottom performers on a daily basis.
Call auditing
Escalated call handling,
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.
Responsible for process quality for all work performed by the team.
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 Consultants, 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
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: