Assistant Manager-Operations

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 Assistant Manager Operations is to assist in managing overall account performance and financial profits by coaching and developing Team Leaders to deliver quality performance. Managing Team Leaders to ensure day to day Operations are successful.

Job title:

Job Description:

Education: Any Graduate

Experience: 4 + years experience in Claims Administration (Voice), including 4 years in management. Multi-site and Healthcare Industry Preferred

Roles & Responsibilities:

Function as the main source of contact for assigned location, to include working as liaison to the Senior leadership.
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, customer satisfaction, account notations, call handle times(If the process has voice requirement), abandon rates and service levels or other client specific standards of performance.
Identify the root-cause of potential problem areas and work with employees to resolve in accordance with client/company policies and practices. This could involve problems with actual client programs or personnel issues.
Oversee adjustments or corrections needed to enhance performance of programs. This could include areas such as staffing, adjusting restrictions, spot training on products or customer service skills, etc.
Establish and review the quality evaluation and performance standards for all the staff positions reporting directly to this position.
Participate and lead client visits and roundtables to provide input on program performance or new programs being offered.
Coordinates with other Sr. Manager Operations and Leadership team to balance needs of individual teams with needs of the entire organization.
Promote teamwork and cooperative effort.
Help train and provide guidance to other employees within the organization.
Maintain a clean, safe, and unobstructed work area, and practice good safety habits.
Ensure both internal and external customers are provided with the highest quality service.
Experience with client relationship management
Familiarize with HIPAA regulations

Skills:

Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
Ability to improve and/or transform teams processes across functions within the organization.
Ability to drive individual, teams and department efficiency and productivity through effective and efficient metric management..
Strong coaching and leadership skills, ability to develop and motivate employees towards improved performance.
Ability to delegate and manage work loads and projects across functions within the organization.
Ability to successfully drive continuous improvement efforts by leading various work streams related to call center metrics and monitoring tools.
Capacity to operate in a complex, global environment with ease and fluidity, while driving and influencing results.
Strong operational and financial acumen, executive presence, and the ability to lead multiple sites.
Advanced customer focus and customer service skills.
Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
Ability to handle reporting, financial analysis (cost-effectiveness, cost-benefit etc.) & budgeting.
Experience with client relationship management is preferred

Location:

BangaloreIndia