A reputed BPO client in the healthcare space.
Experience of 8-12 yrs of which at least 3-5 yrs in provider (US Healthcare) quality role
Black Belt certified
Open to Working Night Shifts (5.30PM TO 2.30AM IST)
KEY RESPONSIBILITY AREAS:
Partner with Customers:
Think Strategic & Drive results:
- Plan & forecast resources for optimal utilization of manpower.
- Assisting manager in crisis management and administrative work and timely escalation of issues.
- Assisting training/refresher requirements for processing teams based on the error trends of individual teams.
- Coordinating with the client on process-related issues and updates.
- Effective participation in Con. Calls pertaining to Subject and process improvements.
- Identifying and effective implementation of action plans on error reduction.
- 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.
- Conducting team reviews, submitting progress reports of the team to the manager and conducting appraisals.
- Conducting regular team meetings, one on one coaching and feedback.
- Meeting internal process metrics (GIS, PI, HL, and Appraisal etc.).
- Sharing management views with the team.
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.
Lead People:
- 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.
DESIRED SKILLS :
- Graduate/Post Graduate
- Six Sigma Black belt certified
- Quality experience in US Healthcare RCM Provider/Lab/DME of atleast 3-5years
- Must have managed a team of about 10+ QAs
- Demonstrateextensive knowledge of 7 QC tools
- Team handling skills is a mandate.
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