Team Lead-Coding
Fully Onsite
Experience: Job Code: REQ-015921
Sagility
Hyderabad
job Details
Job title
Team Lead-Coding
About Sagility
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.
Job title:
Job Description:
Education : Any graduates or post graduate (preferably science background)
Experience : 5 years experience in HC domain & coding related field, 2+ years supervisory experience
Roles & Responsibilities :
- 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/daily work assignments, customer satisfaction, account notations, call handle times(If the process has voice requirement), abandon rates and service levels/ line adherence.
- Identify areas of process improvement and work effectively within the organization to implement resolutions on a timely basis. Areas for improvement should be targeted at increasing client satisfaction and/or company profitability.
- Oversee necessary enhancements to client programs or servicing therein. This may include areas such as staffing, training, attendance and quality.
- Work closely with Account Management and Workforce Management to optimize staffing to achieve proper balancing of client servicing objectives and company profitability.
- Responsible for service quality for all work performed by his/ her employees.
- Participate in client visits and roundtables to provide inputs on program performance or new programs being offered.
- Coordinate with Manager Operations to balance needs of individual teams with needs of the entire organization.
- Provide growth development opportunities.
- Promote teamwork and cooperative effort.
- Help train and provide guidance to other Supervisors, Sr. Supervisors and CSRs within the organization.
- Maintain a clean, safe, unobstructed work area and practice good safety habits.
- Provide internal and external customers with the highest quality service.
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.
- Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.
- 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: