BPO Manager

1 week ago

Chennai, Tamil Nadu, India NTT DATA, Inc. Full time ₹ 18,00,000 - ₹ 36,00,000 per year

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 QAs 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 wends basis business requirement.

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