Manager - Quality - Healthcare BPO

Primary responsibilities :

Customer related :

- Keep abreast with the process of claims processing in the healthcare industry.

- Have thorough knowledge of the job.

- Have a good understanding of the performance SLA's and meet the SLA's.

- Understand all binding laws and regulations related to the project.

- Developing in-depth knowledge base among the team members relating to domain and process.

Financials related :

- Responsible for driving quality improvement initiatives, among the teams aligned to them, to ensure avoidance of penalty.

- Should manage the P&L for the process.

People related :

- Good communication skills, inter personal skills and excellent team handling skills .

- Provide feedback on error, submit progress reports of the processors to reporting manager.

- Conduct individual performance reviews and propose the required action plan.

- Derive Action plans based on teams error trends and help in effective implementation .

Process related :

- Plan & forecast resources for optimal utilization of manpower

- Accountable for the production and quality targets of the team

- Updating management on team performance

- Coordinating with the client on process related issues and updates

- Identifying, recommending and implementing ways to increase the productivity and the quality of the team

- Addressing the technical queries raised by the team

- Identify key people and build good leaders and motivating team members

- Interacting with management, and put forth queries/concerns of the team

- Identify & Facilitate training programs for the team

- Conducting team reviews, submitting progress reports of the team to the manager and conducting appraisals

- Recommending benefits, bonus, incentives and promotions for the team

- Counseling of team members on improving Quality & productivity

- Play an active role recruitment process

- Meeting attrition goals for their respective process

- Supporting the management team on business development

- Sharing management views with the team

Secondary responsibilities (if any) :

a. Customer related

b. Financial related

People related :

- Ability to work with a diverse population.

- Ensure the process follows strict adherence to the process workflow and apt behavior is observed.

- Ensure good leaders are developed.

- Final point of Escalation of issues/concerns with the support groups i.e., HR, Admin, TSG, QAG and Finance.

- Handling disciplinary issues and administrative issues of the project.

Process related :

- Put forth queries/concerns of the BUH and address accordingly.

- Counseling of team members on improving Quality & productivity.

- Reviewing continuous quality improvements processes.

Knowledge:

- Knowledge in the healthcare industry will be preferred.

- Team handling skills is a mandate .

Skills: Knowledge of basic necessary computer applications.

Attitude : Have a positive attitude.

Domain expertise, if any : Any healthcare BPO industry .

Educational qualifications:

High school +2+3.

Experience (years): 6+ years (healthcare industry).

Certifications (Technical / Non-technical), if any :

- Immediate reporting manager.

- Employees reporting into the role of Senior Manager.

- Internal support functions Viz, HR, Admin, TSG.

- All vendors associated with the organization.

- The client.

Harish.B