Executives EXL/E/1022490

3 weeks ago

pune, India exl Full time

Job Description

– Process Executive

Position  Title

Executive – Demand Specialist

Function, Responsibility Level 

Operations, Executive

Reports to

Assistant Manager

Span of Control 

Nil

Location 

Pune

Permanent/ Temporary

Permanent

Successful incumbents will be responsible for making initial contact with responsible parties or their insurance companies to obtain contact information and payment status. The Demand Specialist will also review files prior to phone call to familiarize themselves with the claim. In addition, the Demand Specialist will match the collection data to prepare and mail collection packages to other insurance companies or responsible parties.

Essential Functions

· Ensure that the process transactions are processed as per Desktop procedures 

· Ensure that the assigned targets are met in accordance with SLA and Internal standards

· Ensure that the quality of transaction is in compliance with predefined parameters as defined by Process Excellence 

· Ensure adherence to established attendance schedules 

· Managing calendars and e-mails

· Makes outbound phone calls to other carriers to obtain pertinent information relating to the demand.

Performance parameters

· Productivity

· Quality / Accuracy

· Attendance 

· Schedule Adherence

Any other essential function that may occur from time to time as directed by the Supervisor

Primary Internal Interactions

· AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.

· Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance

· CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.

· Subject Matter Expert for the purpose of work thread related issues and escalated transactions 

· QCA for the purpose of feedback and audit 

· Trainers for the purpose of Pre-process and Process training

Primary External Interactions

· Making initial contact with responsible parties or their insurance companies to obtain contact information and payment status

· Escalation teams at the client end for the purpose of seeking clarifications & answering queries 

· SME / Trainers at the client end for training

 

Organizational Relationships

Reports To:  Assistant Manager Supervises :  Nil

Skills

Technical Skills

· Typing, keyboard and computer skills 

· Excellent telephone and communications skills a must 

Process Specific Skills

· Knowledge about the Insurance industry in US

· Knowledge about US Culture

· Strong math and analytical skills 

Soft skills (Minimum)

· Good written communication skills

· Professional customer focus 

· Team work/ Managing Self / Adaptability

· Data gathering ability/ Eye for detail

Soft Skills (Desired)

· Self disciplined and result oriented

· Ability to multi task

Education Requirements

Graduation (in any stream) or diploma with a minimum of 15 years of education.

Work Experience Requirements

Minimum 1 year of work experience in BPO (in a transaction processing and calling environment) / or preferably in Insurance industry.

Enclosures: 


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