Role: Customer Engagement Leader Member Services -Onshore Ops
Job Location: Atlanta Georgia
Core Experience requirements:
- Overall 18 plus years of Healthcare payor operations experience (Contact center Ops0 with 12+ year of large account handling experience (Leadership role) in a global delivery model set up
- Exp in managing payor contact center operations (All channels: Voice/Email and Chat)
- Must have experience in managing a large team 1500 to 3000 FTE’s global operations.
- Expertise in multiple contact center platforms and good exp in farming existing accounts for rev growth and involved in new customer acquisition process.
- Understanding of evolving tech in healthcare BPO operations like AI and Gen AI implementation. Self-servicing options with exposure to contact center platforms like Genesys, Salesforce, Avaya, Nice etc.
- Experience in driving transformation projects focused on margin improvement, rev growth, people centric growth initiatives.
- Experience in driving contact center transformation projects focused on NPS, CSAT and FCR
Education:
- Graduate. Post graduate degree preferable.
Skills Required:
Works independently, demonstrates initiative and innovative thinking, clear and concise communication skills.
- Ownership of account P&L. Has to have exp of building account strategic plan demonstrating growth and transformation.
- Ability to work on Outcome based metrics.
- Ability to plan and strategize to meet qtr. on qtr. revenue and margin goals.
- Understanding of other health care operations like clinical services, claims ops, provider data ops and appeals management will be added advantage.
- Excellent communication skills, presentable personality and very good understanding of multi-cultural work environment.
Roles and Responsibilities:
- Responsible for maintaining accounts gross margins, cost, people management, SLA reporting and driving continuous improvement initiatives and enhancing process efficiency.
- Closely monitoring revenue and ensure no revenue leakage and penalties.
- Good exp in contract negotiations and compliance management of existing contracts
- Ability to teach/coach mid management to improve performance.
- Ability to introduce innovative ideas of process improvement.
- Production planning & control, process monitoring, assignment & review of workload.
- Analyzing SLA parameters with team performance and planning continuous improvement in performance, process optimization, adherence to reporting schedules and maintaining all necessary process documentation as per the process protocol
- Ensuring deliverables as per client expectations are met with highest satisfaction.
- Oversees the hiring, on-boarding and training of new hires specially for large ramps
- Monitor and manage workflow or daily targets to assure timely delivery of agreed SLAs
- Planning and process development - Innovate to optimize production and constantly improve Production, Quality and Turnaround Time
- Motivating employees by introducing various beneficiaries & growth opportunity.
- Managing operational issues keeping client expectations on highest priority
- Regularly reviews the performance on the program with the client and ensures that the program is indeed running according to client expectations.
- Ensure periodic reporting and dashboards on the performance and the growth plans.
- Quarterly business review meeting with the client & Stake holders and ensures the resolution of all issues to the satisfaction of the clients.
