Address- · Responsible and accountable for daily management of process to ensure performance management and metric management.
- · Development of performance goals for direct reports.
- · Interacts frequently with key contacts among the client base. Coordinate with different EXL teams to ensure success of the process.
- · Must possess overall superior communication skills.
- · Facilitate Weekly, Monthly, Quarterly business reviews.
- · Transaction Monitoring to contractual SLA's. (First Call Resolution, Net Promoter Score, Productivity, Quality, Attendance, Attrition, Financials, etc..).
- · Facilitate coaching and mentoring sessions with direct reports.
- · Collaborate with other teams and facilitate process updates.
- · Manage attrition and employee engagement/morale.
- · Manage the team to meet audit/compliance requirements.
- · Perform other functions like officer in charge for specific projects.
- · Project management.
- · Familiarity with Digital and Analytics interventions.
- · Represents the business on behalf of AVP / SAVP as it applies.
- · Recognizes trends in data to plan future projects and strategies, and monitors the daily operations of the utilization management business.
- · Prepares feedback on inquiries and presentations for clients, providers, and operations leadership. Supervises and evaluates the quality, accuracy, efficiency, and compliance standards for the department(s) staff.
- · Creates and evaluates reports that convey the daily logistics and the long-term impacts of these daily logistics on the organization; Evaluates staff audits for all utilization management functions end-to-end, to discover gaps and reinforce quality and compliance standards.
- · Monitor random transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
- · Protects the confidentiality of member information and adheres to company policies regarding confidentiality
- · Handle client feedback and escalations.
- · Client Interaction, where required at the level of Supervisors.
- · Perform other duties as required or assigned.
Business Interactions
- · The role requires a strong understanding on the BPO industry and Healthcare industry from a cross-functional perspective, especially operations, financials, and migrations. In addition, a good understanding of pricing and technology is required.
- · Monitor transactions on an on-going basis and take corrective steps where necessary or make incremental improvements.
- · Provide coaching and feedback to team members to enable them to improve their performance.
- · Assist new hires such that they are productive on the floor in the shortest possible time frame.
- · Handle escalations.
- · Provide inputs on process and system to the team members.
- · Client Interaction, where required at the level of Supervisors.
- · Ensure compliance with internal policies and procedures, external regulations and information security standards.
- · Provide effective coaching and feedback to Lead Assistant Managers and Assistant Managers that enable them to improve their performance.
- · Serve as a content model expert and mentor to the team regarding practice standards, quality of interventions, problem resolution and critical thinking.
- · Articulate performance expectations and team objectives while collecting and interpreting balanced measure to evaluate individual staff and team performance.
- · Ensure compliance with internal policies and procedures, external regulations and information security standards.
- · Communicates productivity expectations, balance workload (e.g., daily team meetings to discuss new updates), monitor efficiency and initiate control measures to minimize variances in workload over time.
- · Ensures the team's understanding and use of information system capability and functionality.
- · Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed.
- · Establish an environment and work style that promotes the concept of teamwork, cross product integration, and continuum of care thinking that results in strong performance.
- · Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level.
- · They work with a team of other Managers and Lead Assistant Managers to maintain effective team working relationships hence ensuring high level of engagement and morale in their respective teams.
