BPO Manager

2 weeks ago

Chennai, Tamil Nadu, India NTT DATA North America Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Position Overview:

At NTT DATA, we know that with the right people on board, anything is possible.  The quality, integrity, and commitment of our employees have been key factors in our company's growth and market presence.  By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here.

NTT DATA Services currently seeks a "BPO MANAGER" to join our team in "CHENNAI & COIMBATORE."

Position General Duties:

Manager to oversee, assist and drive Centene with Enrollment & Billing (EMB) Back Office activities for Medicaid LOB and drive the team from front.

Role Responsibilities:

  • In-depth knowledge and experience in the US healthcare (Non Voice) – Membership enrollment and billing.
  • Ability to be a people centric supervisor who could articulate the employees challenge to the management and well as motivate the team towards desired project goals.
  • Coordinate with HR on staffing needs, oversee onboarding for new hires, and contribute to staff development to enhance team skills.
  • Monitor month performance of each associate and report the same with team members and providing a career path to each of the team members.
  • Monitor team production, SLA and KPI and ensure client deliverables are met as per the contract.
  • Keep the Standard operating procedure updated and establish due control mechanism.
  • Work with quality and business transformation team to identify, recommend and implement process improvement projects.
  • Monitoring and reporting team performance as needed and define right goals for all the team members.
  • Provide mentorship, coaching and training to the team on all process related updated.
  • Circulate productivity and quality dashboards at agreed periodic intervals to all relevant stakeholders.
  • Proven track record in managing processes, streamlining workflows and excellent people management skills.
  • Presenting the data and provide deep insights about the process to the clients as well as internal management
  • Calibrate with QA's to ensure process knowledge and variance are managed and under control.
  • Identify and implement cost optimization measures to ensure operational efficiency and robustness.
  • Build and maintain strong relationships with clients, acting as a key point of contact to understand their needs, address concerns, and report on performance.
  • Proactively research on possible business expansion opportunities and identify revenue upscaling methodologies.
  • Oversee data integrity of member enrollment records and remittance files transmitted from the state.
  • Provide timely, efficient support for the eligibility load process while coordinating with corporate IS department to resolve issues that arise during the process.
  • Provide research to correct errors in membership and Primary Care Physician data output within the provider information system.

Required Skills:

  • 8+ years of experience in US healthcare working with Enrollment and Billing process.
  • Ability to work regularly scheduled shifts from Monday-Friday 17:30pm to 3:30am IST.
  • University degree or equivalent that required 3+ years of formal studies.
  • Ability to work in a team environment.
  • Good logical thinking ability.
  • Good English Comprehension/written skills should have exposure to MS Office.
  • Good Communication Skills – Both Verbal and Written
  • Ability to interact with clients preferred.

  **Required schedule availability for this position is Monday-Friday 6PM/4AM IST The shift timings can be changed as per client requirements. Additionally, resources may have to do overtime and work on wend's basis business requirement.

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