Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

The role of an Team Leader Operations is to assist in managing overall account performance and financial profits by coaching and developing Sr. process consultant to deliver quality performance. Managing Sr. process consultant to ensure day to day Operations are successful.
Job title:

Team Lead-Operations
Job Description:

Education: Any Graduate

Experience: 3+ years experience in Claims Administration (Voice), including 12 months in a supervisor capacity. Healthcare Industry Preferred.

Roles & Responsibilities:
- Answer incoming queries trough email or call and take appropriate action




- Maintain customer satisfaction ratings based on explicit criteria set forth by the company
- Attend mandatory training sessions to stay updated on any changes in the policy
- One on one call listening and feedback
- Refresher training to enhance the skills
- Drive teams performance by sharing the feedback with the bottom performers on a daily basis.
- Call auditing
- Escalated call handling,
- Provide day-to-day leadership, coaching and development support to direct reports (Sr. Process Consultants).
- Review operating statistics regularly to ensure Client and Organization goals are being met in areas of service quality and timeliness. Typical areas of focus include: quality monitoring scores/daily work assignments, customer satisfaction, account notations, call handle times(If the process has voice requirement), abandon rates and service levels/ line adherence.
- Identify areas of process improvement and work effectively within the organ

📌 Team Lead-Operations (Bengaluru)
🏢 Sagility
📍 Bengaluru