- Manage daytoday operations and directs the team responsible for Healthcare RCM back office/transaction management activities
- Manage and meet performance targets for average handle time, Client SLA, quality , outcome measures and customer satisfaction
- Manage a group of Team Leads responsible for management of back office agents and SMEs.
- Coordinate with internal support functions such as Quality, WPC, Training, Admin, HR
- 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 HCL 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 back office
- 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
- Responsible for meeting the revenue targets and also the Margins based on business plan
- Bachelor's degree in any stream (may substitute two years of relevant experience per one year of required education)
- Eight to Twelve years of relevant work experience-: US Healthcare RCM experience (preferably Provider AR management) – Min. 3 Yrs of Managerial exp. in similar rolls
- Five years of experience supervising professional workgroups (SME / team leaders)
- Experience in managing customer/supplier relationships
- Exceptional leadership skills, including the ability to manage through a shared vision and path to success
- Ability to create, communicate and manage SLA metrics that support operational targets
- Excellent problem solving skills and ability to use good judgment to make decisions
- Possess exceptional people management skills enabling effective interaction with internal, external customers, employees, peers, and management
- Strong analytical skills and desire to research problems to seek resolution
- Exceptional verbal and written communication skills
- Exceptional customer service abilities to handle difficult customers on calls, or present during review meetings
- Proficiency in Microsoft Office suite (Excel, word and PowerPoint)
- Work effectively in a team environment
- Strong time management and organizational skills
- Operating in a fast-paced professional office environment
- May require domestic and overseas travel
- Position may include an alternating weekend day as part of the regular weekly schedule
- Use of a PC, computer terminal and/or telephone over 4 hours a day
- Expected to work on premises alongside the team wherever possible
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Operations Manager - Chennai, India - HCLTech
Description
HCLTech is Hiring...Manager - Operations (BPO Sector)
Please drop the resume at
OVERVIEW:
HCL BSERV Healthcare is looking for the above position for its client, a large US based DME Company. The client is a multi- billion dollar company providing healthcare products and services, including oxygen and respiratory equipment.
JOB SUMMARY
This position is responsible for day-to-day management of the staff in support of (HCL Client's) healthcare business operations overseeing all back office and claims processing activities.
Essential Duties and Responsibilities
The minimum education requirements are:
The minimum experience requirements are:
SKILLS AND COMPETENCIES