Job Description

ExperienceOverall Industry Experience of 12-18 years in outsourcing industry that may include operations, customer service, finance, insurance sectors for Health and Welfare DomainWork with health plan partners and providers to ensure all necessary documentation to begin research are received and notated on the customers account. Resolve customer needs or concerns related to: Submitting claims and appeal to the health plan and providers. Scheduling appointments. Transferring medical records. Coordinating the approval of medication changes and transfer to the pharmacy.Full accountability for research and resolution of the customers issue including connecting them to additional benefits, resources, or programs. Save and log all customer documents in their file for record-keeping. Document all research and summarize calls in the case management system. Participate in ongoing training. Maintain Understanding of trained topics and processes. You may be asked to assist with additional tasks as needed.The primary roles and responsibilities of Senior Manager are:Overall accountable for delivering on Service level commitments.Manages resource budgets associated with the scope of work. Makes key staffing decisionsIdentify & establish Operational Excellence agendaThe individual should have the capability to handle multiple processes and drive resultsDrive, Direct, Oversee and maintain efficient operation of multiple processesOversee and ensure process quality & controls, and training standards are maintainedMeet or exceed service expectations of our customers. Serve as a catalyst for positive change, infusing the organization with customer centric policies and service as a top priorityGuide and maintain highly collaborative environment with the team and organizationConsistently maintain high performing team which meets and exceeds performance objectivesEnsure performance management duties are carried out by the managers and team including setting goals, performance review, providing performance feedback, coaching and development of team membersThe individual should be a model in living our core values and able to inspire the teamsParticipate and provide high level inputs while devising strategy for planning, process development and business solutionsEngage closely with managers, leads and team members on day-to-day operations, to drive efficiency and maintain performance standardsEnsure the goals & targets are achieved from a team and individual perspectiveReport metrics, monitor performance and implement continuous improvement planCollaborate and work closely with cross functional support team, senior management to drive performance efficiency and enhance employee engagementEnsure roles, responsibilities, and direct accountabilities for staff are establishedEnsure development plans are in place for new and incumbent staff to help them successfully carryout their job responsibilities.Collaborate with process training team for training and program schedulesAccountable for multiple processes operating efficiency, effectiveness and productivity.Collaborate and work with business process owners in the US on planning & governanceAct as back up for Vice President - Operations, when requiredSkill & KnowledgeStrong collaboration and interpersonal skillsExcellent analytical, decision making, problem solving and negotiation skillsHighly effective verbal and written communication skills (English)Team leadership; demonstrated ability to effectively manage people through tight deadlines and high pressure customer service oriented organizationAbility to connect retain staff and team across all levelsConfidence and skill to influence individuals at all levels of the organizationKnowledge of Customer Service or Blended backend processExcellent people handling SkillsExcellent Communication Skills (Verbal + Written)Problem Solving skills and detail orientationComfortable working with numbers and interpreting in diverse ways.Excellent interpersonal skills and a team playerFocus on client service delivery routines and rhythmsAbility to understand client needsAbility to present numbers / programs effectively aptly to address those needs.Would be required to troubleshoot any client related problems within agreed timelines.Ability to escalate any unforeseen issues to the SM with proposed solutions.Responsible for delivering per service Level Agreements (SLA) and would act be first level of escalation.Resource planning (Workload allocation and monitoring, staffing, process flow, delegating work to meet deliverables, tracking status of outstanding issues, and process improvement.Responsible for maintaining attrition within specified limits.Manages the team:Leverages the talent / resources on the team to generate resultsMonitors associate performance to ensure that results are achieved in an effective/efficient wayConducts necessary performance management conversations with associates.Educates, reinforces, and holds associates accountable for behaviors that support company's policies and guidelines.Monitors, generates and acts upon performance / resource utilization ReportsShifts: 6:30 PM - 3:30 AMWe offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidates experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit:DISCLAIMER:Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units. .

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