Senior Healthcare Manager

1 week ago

Pune, Maharashtra, India exl Full time

Job Overview

We are seeking a highly skilled Senior Healthcare Manager to join our team at EXL. As a key member of our healthcare management department, you will be responsible for overseeing the delivery of comprehensive healthcare services and promoting cost-effective outcomes.

About the Role

The primary focus of this position is to meet the service level agreement by coaching CSRs/Nurse Associates to meet their monthly goals. You will develop and mentor direct reports to expand their capabilities and reach their full potential. Working closely with Assistant Managers and Support staff, you will ensure effective team working relationships and high levels of engagement and morale within your teams.

Key Responsibilities

  • Management of CSRs/medical services staff, including organization and development of high-performing teams
  • Work closely with managers to ensure consistency in care management interventions
  • Facilitate effective interfaces among team members, as well as across teams, providers, and departments
  • Responsible for day-to-day implementation of medical management services policies and procedures
  • Accountable for meeting financial, operational, and quality objectives of the unit

Operational Efficiency

  • Articulate performance expectations and team objectives while collecting and interpreting balanced measures to evaluate individual staff and team performance
  • Assesses developmental needs and collaborates with the support team to identify and implement action plans that support the development of high-performing teams
  • Initiate root cause analysis and monitor action plans for identified opportunities
  • Provide effective coaching and feedback to Nurse Associates to enable them to improve their performance
  • Work closely with Nurse Associates to identify areas for improvement and gaps in the process to create individualized and feasible action plans
  • Monitor efficiency and initiate control measures to minimize variances in workload over time
  • Execute monthly, quarterly, and annual performance reviews of Nurse Associates and subsequent development processes effectively
  • Evaluate the team's understanding and use of information system capability and functionality
  • Ensure implementation and monitoring of best practice approaches and innovations to better address Case Manager and Utilization Management Nurse Consultant needs across the continuum of care
  • Ensure compliance with internal policies and procedures, external regulations, and information security standards
  • Effectively forecast and manage process volume, allocation, and staffing following the Statement of Work on a daily basis
  • Maintain accurate reporting and cascading of information to internal and external stakeholders
  • Update mandatory process trackers and files for compliance purposes
  • Serve as a content model expert and mentor to the team regarding practice standards, quality of interventions, problem resolution, and critical thinking
  • Oversee and facilitate implementation of updates management and training for new hires and/or team members
  • Lead calibration sessions to ensure process knowledge alignment
  • Monitor random transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements

People Management

  • Select staff using clearly defined requirements in terms of education, experience, technical, and performance skills
  • Formulate individualized plans with CSRs/Nurse Associates to fully understand their career aspirations
  • Develop a strong succession plan to encourage organic growth and facilitate 'role-ready' resources to ensure leadership continuity internally
  • Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance when needed
  • Establish an environment and work style that promotes the concept of teamwork, cross-product integration, and employee engagement

Estimated Salary: $120,000 - $150,000 per annum

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