Description:

- Responsible for the day to day planning as well as work allocation for the entire team

- Ensuring regular as well as on time floor and knowledge support for all the team members

- Develop / maintain monthly coding production and accuracy reports to track and optimize internal productivity & quality improvement activities

- Support the Portfolio Leader(s) in creating data for client calls eg: CDI - provider feedback / education efforts

- Support quality/training team in creating SOPs

- Ensure all coder/specialist performance data is maintained and shared as and when required

- Accountable for client delivery SLAs including meeting turnaround time (TAT), daily/weekly/monthly volume deliverables and Quality

- Partner with the recruitment team in the hiring efforts of the Coding department

People:

- Accountable for overall performance of the team as well as people metrics such as attrition (retention), absenteeism, schedule adherence, TOS

- Ensuring upskilling of team members through constant coaching and feedback, execution of individual development plans and completion of performance appraisals on time

- Ensuring high engagement levels in the team through various ESAT initiatives such as huddles, team meetings and EMPOWER connects

- Train the team on the latest updates in regards to coding and documentation. Work with training and quality team members to make sure there is ongoing training for the team based on feedback from quality

- Train the coders on various client specifications

- Responsible for understanding people's concerns and coordinating with required stakeholders for solution and escalate/highlight for any support required from PL

- Define career paths and development goals for every individual in the team

- Ensuring a Learning culture through constant training needs identification, training program coverage at all levels as per development plans for his/her account/department designed in the Career Architecture

- Ensuring that all programs planned for Self Development are completed

Client:

- Identify areas for provider education and prepare notes

- Responsible for all client reports including report cards, production report and quality report

- Responsible for all client workflows, reconciliation and closure

- Responsible for bringing any clarifications to client and get it resolved and guide the team based on the response

- Lead scheduled client calls on agenda as well document MOM

- Assist PL on MBR, QBRs for performance presentations and agenda items, follow up action items and closure

- Responsible for addressing all client concerns, issues at 1st level along with closing the loop to client

- Responsible for responding to all client emails in a timely manner (ideally within 24 hrs)

- Custodian of process SOP and own the update management and sign off from client

- Accountable for delivering service as per client SLA including meeting TAT, volumes and quality