Job Description

Our client is a Healthcare BPO and is looking for a Sr. Manager/ AGM - Process Excellence (Contact Center)

Experience from BPO industry is Mandatory.

Responsibilities:

1. Primary Responsibilities:

a. Customer related:

- Keep abreast with the process of claims processing/Rework/ G&A/ Payment Integrity/International Claims/ B&E, PB, PDM & Credentialing/ WCL, Coding & Clinical/ Preregistration, etc. in the healthcare industry

- Working with Healthcare client to drive transformation of their business through RPA, Intelligent Automation, OCR, AI/ML, Analytics, Data Mining, Process Mining, workflow solution and other Tech Led solutions

b. Financials related:

- Business strategist - plan and manage high ROI projects aligning business goals with technology solutions to drive process improvements, competitive advantage and bottom-line gains

- Responsible for driving transformation initiatives, among the teams aligned to them

c. People related:

- Execute transformation business case, future state and implementation road map, guiding process documentation, setting up automation teams/practice and supporting in the implementation.

- Conduct individual performance reviews and propose the required action plan

- Preferred experience in Mentoring team members through Blue Prism, Automation Anywhere, UiPath, ABBYY Flex capture, UiPath Document Understanding, Analytics Dashboards etc. platform trainings - Providing advice and guidance on best practices and Development techniques.

d. Process related:

- Metrics Management

- Data Analysis

- Value Addition

- Plan & forecast resources for optimal utilization of manpower

- 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 projects/programs related issues and updates

- Effective participation in Con. Calls pertaining to Subject and process improvements

- Addressing the technical queries raised by the team

Qualifications:

An ideal candidate should be / should have:

Knowledge:

- Team leadership skills (mandatory) including managing existing teams and growing new teams.

- Knowledge of Basis QC Tool, six sigma concepts of DMAIC (and all tools included therein)

- Experience of having done BPMS or trained on BPMS (Business Process Management System)

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.