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: