Am

6 days ago

Noida, India Orcapod Full time

**Roles and Responsibilities**

We are currently looking for dedicated professionals to fulfill the following job responsibilities:

- Independently manage a team of 20-25 frontline staff who will be working on escalated claim reimbursement issues filed by providers and will be doing provider callbacks
- Formulates business and developmental goals for his team
- Ensure that performance metrics are achieved
- Building and maintain an effective Team environment
- Build and maintain effective relationships with internal customers (i.e. Team Liaison, US Team Leads/Supervisors, Managers and Directors etc.)
- Coordinate with the Team to identify process improvement opportunities
Monitor, measure and report Team performance metrics and implement Team incentive programs
- Deliver/facilitate training (both new and ongoing)
- Partner with leadership to promote department revenue and business objectives
- Routinely analyze quality results to report error trends
- Identify root causes of errors and opportunities for defect reduction
- Analyze and develop overall improvement plans (department and individual)
- Administrative responsibilities as assigned
- To ensure client satisfaction by the delivery of quality services and quality products
- To review the MIS reports and take corrective steps to strengthen the productivity / people
- To appraise the performance of the team members at the regular intervals
- Recommend the rewards / incentives to the employees in token of the appreciation / recognition based on the performance
- To appraise the performance of the team members at the regular intervals
- To allocate shifts, sanction compensatory off and weekly off's to the subordinates
- Interacting with the onshore team to understand and capture all requirements of the process
- Administrative responsibilities as assigned to handle sensitive information appropriately (HIPAA) and acts in a fair and honest manner consistent with the companys code of conduct
- Review of the Standard Operating procedures for all the processes and propose updates as needed
- Responsible to prepare and review the weekly and monthly Quality Dashboards with onshore and offshore stakeholders
- 5- 7 years of experience in international Customer Service Field. Should be working in BPO/KPO.
- Min of 18-24 months experience in Team Handling (Min Span of 15 people). Should be handling a team doing international calling (preferably US/UK)
- Very strong communication skills and exposure to international calling (US/UK)
- Should have bachelors degree.
- Excellent Interpersonal skills.
- Strong Proficiency in MS Office.
- Strong orientation towards Quality.
- Sound Reporting/ MIS Skills.
- Exposure to all the facets of Operation Management.
- Open to Night Shifts.

**Perks and Benefits**
- Role:_Other
- Salary:_ Not Disclosed by Recruiter
- Industry:_BPO / Call Centre
- Functional Area:_Other
- Role Category:_Other
- Employment Type:_Full Time, Permanent
- Key Skills
- US HealthcareDenial ManagementInternational Voice Process
- bpoAR CallingkpoInternational BPO
- Skills highlighted with ‘‘ are preferred keyskills

Education
- UG:_Any Graduate

**Company Profile**:
Orcapod Consulting Services Private Limited

This position is opened with one of our leading client (5 Fortune compaines)
- Company Info
- Contact Company:_Orcapod Consulting Services Private Limited

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