Vacancy caducado!
Not ApplicableQualification:Graduate /Post Graduate - preferably MBA graduates Knowledge of CRM tools & MS office tools
- For Medical Management and Provider Services Bachelor's Degree in Nursing (BSN).
- For Philippines 34 year college degree preferably related to medical field (as mandated by the project).
- For NA High School/Equiv, Associates Degree preferred or equiv work experience.
- • Certify controls laid down by the business to ensure successful audit by client and external party.
- • Interact with customers (internal / external) and keep stakeholders appraised of the process performance.
- • Create status reports for customers (internal/external).
- • Manage and resolve escalations and issues raised by customers and process specialists.
- • Ensure adherence to Quality norms and procedures.
- • Identify & drive opportunities not limited to Cost Optimization and Process Excellence to enhance service delivery.
- • Provide client/process related MI reports.
- • Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.
- • Identify & drive opportunities to enhance customer experience.
- • Anticipate issues and needs of the customer related to the project and address them proactively.
- thereby help achieve CSS targets.
- • Communicate with the client counterpart on a daytoday basis on daily scorecards.
- • Participate in Customer review / governance meetings to discuss on Service performance, project issues and improvement opportunities.
- • Anticipate issues and needs of the customer related to the project and address them proactively.
- thereby help achieve CSS targets.
- • Ensure timely completion of tasks assigned to all team members.
- • Develop SOPs and training Manuals.
- • Generate periodic performance reports and dash boards for the process.
- • Capture relevant metrics periodically.
- • Communicate resource issues to Operation Manager.
- • Inform the teams of any process updates and document the same.
- • Review and update domain specifics.
- • Communicate SLA to enabler functions based on timeframes.
- • Actively participate in discussions with the Quality / PEX teams to identity process improvements.
- • Lease with NSS to ensure Telecom connectivity & Proper Working of workstation as per specification.
- • Lease with Admin for Transportation & all other admin related work.
- • Lease with HR for on time & quality recruitment.
- • Track Project Performance Quality & Quantitative Metrics.
- • Ensure adherence to Quality norms and processes.
- • Adhere to security practices set by organization.
- • Maintain confidentiality of all information, policies, and procedures as required by the Health Insurance Portability and Accountability Act (HIPAA) protocols.
- • Oversee daily operations, processes to ensure that all quality and efficiency standards and targets are met.
- including but is not limited to daily completion rate, accuracy of data encoded in the review, attendance and adherence to company protocols.
- • Oversee the performance of new on boards and ensures coaching of the team.
- • Analyze areas for improvement for meeting program objectives and participates in establishing Quality Improvement Projects for the program.
- • Provide weekly coaching to the team in relation to their scope of work.
- • Cascade essential information and updates to team through the weekly meetings.
- • Provide regular and periodic feedback to the Program Manager on the team performance for coaching and appraisal purposes.
- • Ensure that immediate supervisors are appraised on significant program activities, issues and concerns through emails, meetings and weekly reports.
- • Handle staff questions and escalation as necessary.
- • Perform senior process executive functions as needed.
- • Supervise the hiring process.
- • Review all QC and QA reports and reinforce corrections and suggestions made the quality reviews team.
- • Collaborate with the team and clients and assists the Operations manager with managerial activities as needed.
- • Reward and discipline employees.
- address complaints and resolve problems.
- • Coach and develop Nurse Reviewers, Administrative Staff, Subject Matter Experts (SME), and Team Lead to promote an understanding of the company culture, policies, goals and procedures.
- • Support Knowledge transfer at the time of process transition from the business site.
- • Drive team to achieve process Service Level Agreements / metrics ie productivity and quality targets within the established timelines.
- • Ensure compliance controls are met.
- • Ensure documented process guidelines are followed.
- conduct periodical reviews for process adherence.
- • Conduct adhoc Quality checks.
- • Review process audit findings and take corrective action.
- • Innovate ideas to error proof the process & reduce manual interventions.
- • Conduct process training or re trainings, if required.
- • Maintain operations rigor around daily huddles, visual management, knowledge management, cross training etc.
- • Initiate and deliver on process improvement projects to improve process efficiencies.
- • Provide updates and submit reports related to own area of work.
- • Ensure optimum resource utilization through cross training initiatives and buffer management.
- • Interface with other departments for getting required assistance or support for the team.
- • Engage with other processes to understand and implement best practices.
- • Lead calibration initiatives with the client and for the team.
- • Drive a culture of continuous improvement within the team.
- • Provide updates and submit reports related to own area of work.
- • Is the escalation contact for clients and internal stakeholders.
- • Ensure all data update requests are tracked and status updates provided to management.
- • Plan resource rotation to comply with Organization / Business Unit recommended Pyramid and Span.
- • Manages project risks and issues, ensuring that project team members are actively involved in the identification and where appropriate the ownership of risks, initiating corrective action where necessary.
- • Follows customer profitability practices such as Cost optimization methods, productivity & quality benchmarking, periodic target revision etc.
- • Ensure tracking and collating of Quality (internal, external & client facing) data is performed accurately through BPS Quality Report.
- • Participate and provide inputs during Solution development activities Build relationships with line managers or portfolio owners in the customer organization.
- • Share best practices with the Organization and leverage Organization assets for the benefit of the project.
- • Establishes the key calendar of events for the project / LOB.
- • Identify and highlight areas of risk in the process.
- • Ensure appropriate distribution of work among direct reports.
- • Responsible for creation and implementation of learning plans and skill upgrade.
- • Responsible for Performance management and career development of the team members.
- • Encourage Team to contribute and participate in training programs.
- • Ensure completion of training plan for all direct reports.
- • Responsible for driving Reward & Recognition and employee engagement.
- • Guide and mentor team members.
- • Groom self and team to support vertical/business growth.
- • Conduct team building activities to enhance motivation.
- • Conduct regular 101s to gauge the pulse of the team members.
- • Complete mandatory training for self as identified in the training plan for the project.
- • Review VOC scores, provides feedback and recommend re training whenever necessary.
- • Report to the manager on per.
- Claims
Vacancy caducado!