Manager - Operation (Healthcare Domain)

Kelly Services
  • Chennai
  • Confidential
  • 7-10 years
  • 196 Views
  • 30 Sep 2015
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  • Operations

  • BPO/ ITES/ Call Centers
Job Description

JOB SUMMARY

This position is responsible for the management of the daily back office operations using resources responsibly for meeting customer service targets and planning areas of improvement and development. This will be demonstrated by achievement of defined service levels within customer. They will provide leadership to Team Supervisors to develop, motivate and inspire staff to maximize customer experience. Works closely with operations contacts and support groups to define and implement processes that support Customer Care objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Manage day-to-day operations and directs the team responsible for Healthcare RCM Voice and NON Voice process activities
Manage and meeting performance targets for average handle time, Client SLA, quality and customer satisfaction
Manage a group of Team Leads responsible for management of calling agents. Handle 2 to 3 direct reports with 30 to 45 calling agents
Ensure good integration with back office operations for proper execution of end-to-end processes
Ensure quality and efficiency measures are met within the team and in accordance with service level agreements
Provide coaching and feedback to direct report positions to ensure satisfactory performance levels
Use business tools and advanced Healthcare RCM knowledge to identify problem areas and document business requirements
Identify and recommend operational and technological tools to improve efficiency
Work with operations and information technology personnel to resolve issues and improve operational efficiency
Establish and maintain effective work procedures
Review, assess and identify coaching & training needs to provide staff with necessary skills and knowledge
Understand, communicate and implement strategic direction and leadership for to ensure consistent and cohesive business objectives and to enhance customers experiences in both a regulated and a competitive market.
Plan and monitor operations initiatives to improve the efficiency and effectiveness of the voice process
Review and ensure processes are in compliance with internal policies and external regulations.
Respond to escalated issues regarding performance and quality.
Coordinate, participate, and/or manage multiple projects assigned by senior management, providing input on operations related matters.
Interface and coordinate with various stakeholders

EDUCATION/EXPERIENCE

The minimum education requirements are:
Bachelors degree in any stream (may substitute two years of relevant experience per one year of required education)

The minimum experience requirements are:
Five to eight years of relevant work experience-: Healthcare AR calling experience preferred.
Five years of experience supervising professional workgroups
Experience in managing customer/supplier relationships


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Kelly Services