Job Description

Job title Sr Manager (Band3/ Level8) Reports to PDH / AVP Summary Under the supervision of the Manager, the Team Leader & Specialist is responsible for providing support, direction and supervision to Customer support representative. This position also monitors and supervises various processes throughout the claims cycle and may take calls as required.. This position also assists with various internal tasks that ensure a high level of overall client satisfaction. Essential Functions: Collaborate with the Asst Managers and Managers Adhering to the operating budget financial goals and objectives with economic and efficient performance Ensure all required parameters for achievement of Service Levels are complied, Ensuring maximum productivity, Client interaction as and when required incorporate feedback into the system. Provide inputs with to the quality and training teams on various aspects so as to improve productivity Motivating the team and driving towards a high sense of satisfaction Periodically reviewing the Operations\' processes Give timely feedback with a view towards improving Operational and individual efficiency Ensure implementation of quality system and maintain quality/ system procedures Influencing strategic decisions and resolving operational issues Should have knowledge about P&L and its functionality and should be able to formulate cost saving projects to benefit the account from time to time. Maintain customer satisfaction Index as per SLA Performance appraisal of team members and counseling for performance and capability building in conformance with goals To ensure that he conducts a daily team briefing/debriefing before and after the shifts respectively Business Acumen Organizational agility - understanding how the organization works and getting things done through formal and informal channels Change Champions takes initiative in implementation and communicating change Ensure effective implementation of Performance Management system and career progression for all personnel and succession planning for all critical resources. Schedule Management - A system for the management or rearrangement of the activities in a project schedule to improve the outcome based on the latest available information. Managing stakeholder holder expectation Resource management is the efficient and effective deployment for an organization\'s resources when they are needed. Such resources may include financial resources, inventory, human skills, production resources, or information technology (IT). Ensure effective implementation of Performance Management system and career progression for all personnel and succession planning for all critical resources. Additional Functions: Participate in special projects as requested Communicates clearly and concisely, with sensitivity to the needs of others Maintains the confidentiality of all company procedures, results, and information about participants, clients, providers and employees Maintains courteous, helpful and professional behavior on the job Establish and maintain effective working relationships with co-workers Follows all Policies and Procedures and HIPAA regulations. Maintains a safe working environment. Supervisory Responsibility: Directly responsible for supervision of Asst Manager and Managers Travel: None Knowledge, Skills and Abilities: Graduation /MBA / Post Graduate Should be currently designated as Operations Manager / Sr. Operations Manager for at least 2 - 3 years in the current organization Operational experience of at least 10 + years Prior customer service experience is required. Two years of professional work experience in a health plan call center is strongly preferred. Understanding of the claims process, along with a thorough understanding of invoices and inventory Effective organizational, written and verbal communication skills Ability to understand issues, demonstrates resourcefulness, and resolve issues in a timely manner Proficient in Microsoft Word and Excel Detail oriented with strong analytical skills Ability to serve as a champion for the TRHC 32 Fundamentals Ability to multi-task, prioritize and communicate effectively Ability to demonstrate good judgment and have excellent critical thinking skills Ability to work independently with minimal supervision Skilled in establishing and maintaining effective working relationships co-workers. Ability to communicate clearly and effectively. Ability to prioritize effectively Ability to consistently multitask Physical Demands & Requirements : Communicate by way of the telephone with participants, customers, vendors and staff Operate a computer and other office productivity machinery, such as a calculator, copy machine, fax machine and office printer Remain stationary for extended periods of time Occasionally exert up to 20 pounds of force to lift, carry, push, pull or move objects Visual acuity to perform activities such as identifying, inputting and analyzing data on a computer terminal and/or in hard copy Occasional reaching to retrieve shelved items Occasional bending/stooping Work Environment : This job operates in a professional office environment with a conversational noise level. No substantial exposure to adverse environmental conditions is expected Moderate pressure to meet scheduled appointments and deadlines

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