Service Delivery Manager

4 weeks ago

Hyderabad, Telangana, India Cognizant Technology Solutions Full time

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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