Job Description

About Sagility

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Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.


The role of an Team Leader is to assist in managing overall account performance and financial profits by coaching and developing Sr. Supervisors to deliver performance.

Job title:

Team Lead-Coding

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Education :

Any graduates or post graduate (preferably science background)

Experience :

5 years experience in HC domain & coding related field, 2+ years supervisory experience

Roles & Responsibilities :

Review operating statistics regularly to ensure Client and Organization goals are being met in areas of service quality and timeliness. Typical areas of focus include: quality monitoring scores/daily work assignments, customer satisfaction, account notations, call handle times(If the process has voice requirement), abandon rates and service levels/ line adherence. Identify areas of process improvement and work effectively within the organization to implement resolutions on a timely basis. Areas for improvement should be targeted at increasing client satisfaction and/or company profitability. Oversee necessary enhancements to client programs or servicing therein. This may include areas such as staffing, training, attendance and quality. Work closely with Account Management and Workforce Management to optimize staffing to achieve proper balancing of client servicing objectives and company profitability. Responsible for service quality for all work performed by his/ her employees. Participate in client visits and roundtables to provide inputs on program performance or new programs being offered. Coordinate with Manager Operations to balance needs of individual teams with needs of the entire organization. Provide growth development opportunities. Promote teamwork and cooperative effort. Help train and provide guidance to other Supervisors, Sr. Supervisors and CSRs within the organization. Maintain a clean, safe, unobstructed work area and practice good safety habits. Provide internal and external customers with the highest quality service.

Skills :

Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills. Proficiency with the necessary technology, including computers, software applications, phone systems, etc. Ability to improve and/or transform teams processes across functions within the organization. Ability to drive individual, teams and department efficiency and productivity through effective and efficient metric management. Strong coaching and leadership skills, ability to develop and motivate employees towards improved performance. Ability to delegate and manage work loads and projects across functions within the organization. Ability to successfully drive continuous improvement efforts by leading various work streams related to call center metrics and monitoring tools. Capacity to operate in a complex, global environment with ease and fluidity, while driving and influencing results. Strong operational and financial acumen, executive presence, and the ability to lead multiple sites. Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions. Advanced customer focus and customer service skills. Ability to multitask and remain calm under pressure, especially during peak hours or intense situations. Ability to handle reporting, financial analysis (cost-effectiveness, cost-benefit etc.) & budgeting. Experience with Client relationship management is preferred

Location:

HyderabadIndia