Service Delivery Manager
4 weeks ago
Not Applicable
Qualification:
Post Graduate (preferably MBA)- For Philippines Minimum 34 year college degree preferably related to medical field ( as mandated by the project ).
- For NA Graduate/MBA/ MCA/BCA/Btech.
Responsibility:
Business / Customer:
- • Ensure high level of customer satisfaction through seamless delivery.
- • Coordinate with the Clients and update the regular workflow/status of deliverables/Dashboards.
- • Certify controls laid down by the business to ensure successful audit by client and external party.
- • Communicate with the customer on a regular basis to discuss operational issues and Critical to Quality (CTQ) delivery and to build rapport with the customer Monthly/Quarterly Business reviews with the client.
- • Manage customer relationships through regular communication with clients.
- • Manage and resolve escalations and issues raised by customers.
- • Prepare and report process performance metrics to stakeholders.
- • Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.
- • Analyze customer feedback at desired intervals and initiate ways to improve the score.
- • Account Mining Proactively identify opportunities for additional business with customer.
- • Adopt best practices from other processes/ verticals etc.
- • Share value addition and best practices across teams.
- • Identify & Optimize key cost drivers.
- • Identify opportunities for Growth.
- • Participate in management discussions (Governance discussion, Management forums with customer).
- • Effective forward planning in terms of process delivery, people & client engagement.
- • Manage Service Level Agreements / metrics as agreed upon with the client.
For Medical Management and Provider Services:
- • Identify and escalate critical issues proactively and also act on those issues accordingly.
For Claims and RCM:
- • Optimize process performance to create value for customer through optimum use of quality tools.
For Claims, Provider Services, RCM and Member Services:
- • Deliver on Financial goals for the business – CP.
For NA:
- • Follows customer profitability practices such as Cost optimization methods, productivity & quality benchmarking, periodic target revision etc.
- • Ensure tracking and collating of Quality (internal, external & client facing) data is performed accurately through BPS Quality Report.
- • Focused on quality that strives for perfection through Six Sigma, Lean concepts etc.
- • Should be able to forecast BCP readiness & work in accordance to manage & document.
- • Anticipate issues and needs of the customer related to the project and address them proactively.
- thereby help achieve CSS targets.
Project / Process:
- • Sponsor/Champion process improvement projects to improve process efficiencies.
- • Work with support functions to enable infrastructure support to team and ensure zero downtime.
- • Resource utilization and scheduling of end to end work.
- • Prepare for infrastructure and other growth related requirements while working with the PMO team.
- • Review documentation and knowledge transfer as per the project plan.
- • Plan for resources based on volume projection and current available head count and allocate responsibilities.
- • Ensure timely forecasting is done to meet the future resourcing requirements.
- • Oversee and support the transition of processes to Cognizant.
- • Encourage cross functional interaction to be able to solve issues quickly.
For Provider Services:
- • Adopt and implement organization initiatives like 'Best in Class', Pinnacle, Innovation programs etc.
- • Adopt and replicate best practices from other engagements in SBU and organization.
- • Update leadership on key risks in the engagement.
- • Enable risk assessment and establish mitigation plan.
- • Responsible for proactively managing costs to achieve and exceed profitability targets.
- • Review process audit findings and take corrective action to prevent negative results.
For NA:
- • Drive awareness sessions on Innovation & Process Improvement.
- • Identify cost optimization opportunities.
- • Ensure adherence to Quality norms and processes.
- • Perform checks to ensure that the process adheres to the guidelines and market standard prescribed (SOX, etc).
- • Adhere to Organizational policies and procedures.
- • Share best practices within the SBU and Organization.
- • Adopt and implement organization initiatives like 'Best in Class', Pinnacle, Innovation programs etc.
- • Update leadership on key risks in the engagement.
- • Accountable for Service Delivery of the account.
- • Enable risk assessment and establish mitigation plan.
- • Responsible for proactively managing costs to achieve and exceed profitability targets.
- • Responsible for overall billing and invoicing.
- • Review process audit findings and take corrective action to prevent negative results.
People / Team:
- • Guide and mentor team members and front line managers from a process & technical perspective to ensure delivery of SLAs.
- • Build a culture of recognition, associate communication and celebration in the SBU.
- • Ownership for allround people development through career planning, performance management and employee engagement.
- • Conduct team building activities to enhance motivation.
- • Conduct knowledge transfer sessions for new joiners in the team.
- • Drive knowledge management and continuous up skilling of the team.
- • Responsible for competency and leadership development.
- • Conduct appraisals for team members in a timely fashion.
- • Resignations / Absconder communication to Operations Manager.
- • Manage attrition and absenteeism.
- • Responsible for implementing all the Organizational and Practice level frameworks.
- • Responsible for driving Reward & Recognition and employee engagement.
For NA:
- • Establish systems and procedures in the team.
- • Reporting to the manager on performance, status and any escalations.
- • Identify and develop promotable resources from within the team.
- • Delegates/assigns task to team members and ensure optimum accuracy is achieved in all the deliverables.
Must Have Skills
- Medical Coding
- Revenue Cycle Management
- Accounts Receivables
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