Manager - US healthcare - Payor Operations (US rotational shift role)
Summary :
- Operations Managers oversee employees and activities towards the Account
- To execute day to day planning of daily deliverables as per SLA
- Ensuring availability of agents on the floor
- To ensure required service level agreements are met, both in terms of volumes and quality
- Ensure team members are rightly motivated to deliver their best
- To help the team in delivering superior customer service consistently and act as a conduit between front liners and management.
Roles and Responsibilities :
1. DELIVERY MANAGEMENT :
a. SERVICE delivery execution as per day to day planning
b. RESOLUTION of issues proactively with customers
c. REPORTING ON METRICS to the concerned stakeholders
- Transition Planning and Coordination
- Identifying Value additions and Process Improvement Initiatives
- Process Metrics review with the senior management and the team
- Adherence to company policies
- Reporting the financial metrics dashboard to the internal management team
- Reporting the process performance through the Roadmap review
- FTE Capacity Planning Vs Forecasted workload/volumes with clients
- Identify potential business growth opportunities
- Define and review KRA's for Process Managers
- Manages day-to-day operations of the Unit, including attendance, attrition and outages, to minimize customer impact
- Review Customer Escalations and Provide Effective solutions
- Ensuring the accuracy of transactions and billable hours.
- Ensuring complete responsibility of the process related deliverables
- Consolidating the invoicing details for client's approval
- Review and Report Project updates to senior management.
- Handling client escalations Identifying, recommending and implementing ways to increase the productivity and the quality of the team
- Ensuring the process meets the defined Service Levels
- ISO and HIPAA compliance.
- Creating Growth Path/Succession Planning for the process
- Effective Resource Utilization
- Define and review KRA of Leads and AMs
- Manages day to day Operations
- Control Absenteeism and Attrition in the Process
- Timely reporting of deliverables like Performance Incentive, Internal Dashboards
- Attend to Process Escalation and provide effective solutions
- Responsible for Balance Score Card and its parameters
- Attend to Client calls, Status Meeting and Client Feedback
- Review and Regulate SOP
- Is able to identify problems and take decisions independently
- Provides solutions to individual and organizational challenges
- Co-ordinate on Process Quality requirements
- Driving Perfect Service
- Driving Formula one and other Developmental Programs for the team
- Identifying, recommending and implementing ways to increase the productivity and the quality of the team
2. PEOPLE MANAGEMENT :
- Managing Self
- Identify and participate in training / developmental programs
- Managing & Inspiring others
- Coaches and mentors AMs & DMs
- Hiring as per the process requirements
- Handle skip level meetings for the processes
- Grooming and creating back-ups for the Managers.
Desired Skills and Abilities :
- US health care (ERISA/HIPAA/State Mandates)
- Process SLA
- People Management
- Feedback and Counseling
- Presentation
- Coaching and Mentoring
- Operations planning techniques and execution capabilities
- Grooming and Business Email Etiquettes
- Working Knowledge of MS Office
- Good written and verbal communication skills (write, read and speak English for business )
- Customer service and conflict resolutions skills
- Has the potential to gain trust and rapport building
- Awareness of quality standards like ISO & ISMS
- Analytical and problem solving skills
- (Good analytical, numerical ability and logical reasoning)
- (Comprehending Ability and Decision Making)
- Mentoring and coaching with active listening skills, interaction skills
- Good telephone etiquette ( client calls related ) as applicable
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