- Keep Management Updated:
- Relay vital information through timely and accurate reports
- Prepare and present weekly performance summaries to upper management
- Develop and maintain dashboards for real-time data visualization
- Impact the Bottom Line:
- Produce solid and effective strategies based on accurate data analysis
- Identify cost-saving opportunities and efficiency improvements
- Collaborate with other departments to implement revenue-generating initiatives
- Define Sutherland's Reputation:
- Oversee and manage performance and service quality to guarantee client satisfaction
- Provide coaching and feedback to Claims examiners
- Implement and maintain quality assurance programs
- Ensure compliance with industry standards and regulations
- Strengthen Relationships:
- Establish and maintain communication with clients and team members
- Understand client needs, resolve issues, and meet expectations
- Conduct regular client satisfaction surveys and act on feedback
- Organize and lead client meetings and presentations
- Take the Lead:
- Monitor work queues/emails as per defined sample plan and targets
- Report any outages and take necessary action
- Perform root cause analysis (RCA) and implement corrective actions for identified defects
- Drive KPI improvement initiatives across the program
- Focus on meeting Service Level Agreements (SLAs) to ensure client satisfaction
- Achieve company-set goals for shrinkage and attrition
- Motivate self and team for continuous development and improvement
- Operational Excellence:
- Develop and implement standard operating procedures (SOPs)
- Optimize workflow processes to enhance productivity and efficiency
- Conduct regular team meetings to discuss performance, goals, and challenges
- Stay updated on industry trends and best practices
- Team Development:
- Identify training needs and develop training programs for team members
- Mentor and guide junior team members
- Participate in recruitment and onboarding of new team members
- Foster a positive and collaborative work workplace
- Data Management and Analysis:
- Ensure accurate data collection and management across all operations
- Conduct in-depth analysis of performance metrics and trends
- Develop actionable insights from data to drive strategic decision-making
- Create and maintain reporting systems for various stakeholders
Qualifications
- Overall Years of Experience and required Skill Sets: Minimum 2-4 years with hands-on experience of team handling with claims adjudication experience
- Proven experience in service delivery management, preferably in healthcare industry
- Strong leadership skills with the ability to motivate and guide team members
- Excellent problem-solving and decision-making abilities
- Be attentive to details and have a keen eye for quality assurance
- Be able to work in a fast-paced environment and manage multiple priorities effectively
- Have good working knowledge in MS Office applications: Word, Excel, & PowerPoint
- Be able to adjust quickly and smoothly to changing priorities and conditions
- Have ability to interpret data, identify trends, and make suggestions for improvements
- Have strong analytical skills; be able to analyze complex data sets and derive actionable insights
- Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
- Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
- Demonstrate proficiency in creating and maintaining performance dashboards
- Experience with quality assurance programs and compliance regulations in the service industry
- Knowledge of customer service best practices and client relationship management
- Familiarity with root cause analysis (RCA) methodologies and process improvement techniques
- Strong project management skills and ability to meet deadlines and Service Level Agreements (SLAs)
- Experience in developing and implementing standard operating procedures (SOPs)
Additional information
- Process Type (Voice / Non-Voice / Hybrid) Non-Voice
- Shift Details (Timings & Rotational / Fixed) – 6:30pm to 3:30am IST (Fixed)
- Work Schedule (Working Days & Weekly Offs – Rotational / Fixed) – Mon-Fri & Sat-Sun (Fixed)
- Work Model (Work From Home / Work From Office / Hybrid) – Work from office
- Mandatory Requirements for Internal Applicants - Claims adjudication process knowledge