Job Description

:Overview:As a Senior Manager overseeing a team of US healthcare voice process, Candidate will be responsible for managing and guiding a team of employees to achieve target-driven goals while ensuring adherence to operational standards and compliance requirements. This role is pivotal in maintaining high levels of communication, quality, and productivity within the team.Qualifications:Any graduation.Experience: Minimum 12 year of exp in US healthcare voice Process Which includes Minimum 5 years of exp in managing call center teamCommunication Skill: Possess a very good command over English language. Should be able to communicate with others effectively (verbal and written).Job Title:Sr. Manager, operations - Medical records CollectionsSkills and abilities:This role requires effective communication and leadership skills to manage a remote or on-site team in a dynamic and fast-paced environment. The role is completely teams target oriented on the number of calls made daily.

• Lead and manage a team of employees in a target-oriented US voice process environment.
• Monitor and evaluate team performance, ensuring adherence to daily call targets and quality standards.
• Provide coaching and feedback to team members to enhance performance and communication skills. Strong interpersonal skills with the ability to coach, motivate, and manage a team effectively.
• Should have excellent communication with American accent or Neutral accent.
• Follow every aspect of SOP without fail
• Complete calls and document with expected Quality
• To have the team achieve Quality and production target.
• Follow project related protocols and instructions.
• Maintain and manage all the logs like productivity, Clarification log, and any other logs applicable daily.
• All emails from management and client should be answered promptly without fail Ensure compliance of entire team for HIPAA, OIG.
• Conduct all job functions and responsibilities in accordance with all company Compliance, Information Security and Regulatory policies, procedures and programs.

• Develop objectives for the call centers day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management
• Proven experience as call center manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of call center reporting and metrics like outbound call flow rate, inbound call flow rate, call abandonment rate etc.
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• Pro active in hiring and team building
• Guiding team, barging calls as and when required, train team.
• Proactive in hiring and building a new team.

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