Sr Manager - Business Excellence (CI)
Job Code : REQ-014875
Quezon City Partially Remote/HybridAbout 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:
Preferably any 4-yr College Degree and/or equivalent; having a PHRN or USRN licensure is ideal
Experience:
ｷ At least 6 year(s) of working experience in the related field, exposure to healthcare accounts specifically in Clinical Operations is required for this position.
Mandatory Skills:
Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external clients
Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
Demonstrated ability to mentor, coach and provide direction to a team of employees
Demonstrated ability to take initiative and ownership with focus on continuous improvement
Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
Solid understanding of the organization's business operations and industry
Responsibilities:
Performance Management
Ensures that the Business Excellence Team meets standards for monitoring in an objective fashion all customer contact points. (Web, voice, e-mail, white mail)
Designs and implements reports to establish patterns and trends as they may arise.
Able to provide quantifiable data to all quality judgments that are made.
Works with all Operations and Support Groups to drive change and improvement
Engage in on-going communication with the account and business partner, acting as quality liaison to resolve outstanding quality issues, provide audit follow-up, and ensure customer satisfaction with the vendor's quality systems
Review and approve process and QC documentation to release processes for distribution
Recommend the six sigma & lean projects in the organization
Process Improvement:
Leads and guides Business Excellence Leaders in identifying proactive initiatives for business process improvements
Recommends corrective services within client limits to adjust customer complaints.
Provides continuous improvement of processes and systems.
People Management:
Handles and resolves resistance of the team to change as it involves conflicting views and opinions
Develops and trains team members through coaching, providing work advice and motivation.
Handles and resolves inconsistency of the team to change as it involves conflicting views and opinions.
Conducts meetings; Expands knowledge through seminars and keeping abreast of current quality issues.
Develops and trains team members through coaching, providing work advice and motivation.
Interviews and staffs QA team, internal and external candidates.
Conducts performance reviews and appraisals for Team Leaders (monthly/midyear/yearly).
Reviews preliminary investigation of disciplinary cases and approves/disapproves/escalates disciplinary actions in adherence to the provisions of the Company Code of Conduct.
Capability to train and conduct workshops in Six Sigma, Kaizens, Lean training etc.
Conduct & mentor GB and PCS projects
General Safety and Security
Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.
Location: