Job Description

Job Title:Executive QualityLevel:Hiring Location:ChennaiDepartment/Group:Service ExcellenceBusiness Unit:HealthcareTravel Required:YesSalary Range:Sub Process:Voice/Non Voice:PDMNon VoiceAs per Pricing file BudgetGradeGReporting To :Responsibilities

• Excellent knowledge on client specifics and experience in all types of provider enrollment & maintenance transactions.
• Perform quality review of transactions based on the documentation provided by client to ensure transaction output meets all customer specifications
• Collects all findings during the audits and perform effective root cause analysis along with associates & ops supervisors
• Generate multiple level of analysis from the audit findings and identify opportunities to improve overall process
• Circulate quality dashboards at agreed periodic intervals to all relevant stake holders
• Conduct 1-0-1 coaching / feedback on specific error scenarios
• Provide suggestions to Trainer and Ops on the slow performers who needs additional coaching / re-training on specific areas
• Tracks all feedback from client and provide constructive information to agents during daily quality team huddle
• Participates in client knowledge calibration exercise
• Understanding Client P&Ps and auditing documents / transactions based on instruction guidelines.
• Record audit findings and prepare audit reports and circulate quality dashboard
• Organize ILP review meeting and quality briefings to update associates on any quality issues
• Analyze internal/client feedback and respond with details
• Handling Feedback sessions efficiently.
• Periodic knowledge calibration with client or SME.
• Floor troubleshooting and if required get queries clarified with client.
• Liaison with other functions and ensure smooth working relations.

Key Performance Indicators

• Transform Knowledge into skill
• Productivity - Ability to complete the required number of audits within timeline
• Initiative - Ability to do analytics on the audited reports and present the findings to the management to improve Quality scores

Reporting Structure

• Reports to Senior Executive in the function

Qualification & ExperienceCritical:

• Graduation in any discipline
• Willingness to work in day/night shift
• 4+ years of experience in US Enrollment & Billing process with 2 years of experience in auditing domain.

Desirable:

• Proficiency in MS Office (PowerPoint, Excel & Word)
• Competency in QC tools
• Competency to understand processing guidelines
• Excellent Communication Skill (Oral & Written)

Know HowCritical:

• 5/6 days working in a week i.e. based on business requirement. In need basis, should work on weekends/holidays if the production team operates on those days

Desirable:Personal Attributes/Traits

• Consultative
• Socially confident
• Achievement oriented
• Decisive and action oriented
• Creative
• Eager to learn
• Resilient

Competencies

• Business Foresight

• Influencing Others

• Fostering Partnerships With Customers

• Managing Transformation

• Driving Excellence

• Leading Teams

• Working Across Boundaries

Reviewed By:NagendranDate29/01/2021Approved By:PremKumar.GDate01/02/2021Last Updated By:PremkumarDate02/03/2021

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