Process Manager

Job Summary

Responsible for management of daily operations using resources responsibly for meeting customer service targets and planning areas of improvement and development.  This will be demonstrated by achievement of defined service levels within customer. They will provide leadership to Team leaders to plan, execute, measure to maximize customer experience.  Works closely with operations leaders and support groups to define and implement processes that support Customer Care objectives.

Key Responsibilities

• Manage day-to-day operations and direct the team responsible for Healthcare RCM Voice and non-voice process activities.
• Manage and meet performance targets for average handle time, Client SLA, quality, and customer satisfaction.
• Oversee a group of Team Leads responsible for managing calling agents, with 2 to 3 direct reports and a total of 50 to 60 agents.
• Ensure proper integration with operations for effective execution of end-to-end processes.
• Maintain quality and efficiency measures within the team in accordance with service level agreements.
• Provide coaching and feedback to direct reports to ensure satisfactory performance levels.
• Utilize business tools and advanced Healthcare RCM knowledge to identify problem areas and document business requirements.
• Identify and recommend operational and technological tools to improve efficiency.
• Collaborate with operations and information technology personnel to resolve issues and enhance operational efficiency.
• Establish and maintain effective work procedures.
• Evaluate and determine coaching and training needs to equip staff with necessary skills and knowledge.
• Communicate and implement strategic direction and leadership for HCL to ensure consistent and cohesive business objectives and to enhance customer experiences in both a regulated and competitive market.
• Plan and monitor operational initiatives to improve the efficiency and effectiveness of the voice process.
• Review and ensure processes comply with internal policies and external regulations.
• Address escalated issues regarding performance and quality.
• Coordinate, participate in, and manage multiple projects assigned by senior management, providing input on operations-related matters.
• Interface and coordinate with various stakeholders.

Skill Requirements

• Exceptional leadership skills, including the ability to manage through a shared vision and path to success
• Ability to create, communicate and manage SLA metrics that support operational targets
• Excellent problem solving skills and ability to use good judgment to make decisions
• Possess exceptional people management skills enabling effective interaction with internal, external customers, employees, peers, and management
• Strong analytical skills and desire to research problems to seek resolution
• Exceptional verbal and written communication skills
• Exceptional customer service abilities to handle difficult customers
• Proficiency in Microsoft Office suite
• Work effectively in a team environment
• Strong time management and organizational skills
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Other Requirements