Operations Manager Healthcare BPO - Sagility India Private Ltd

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.

Job title:

Operations Manager Healthcare BPO

Job Description:

Sagility LLC is a global leader in business process management and member/patient experience, combining technology-powered services with decades of healthcare domain expertise to drive positive outcomes. We optimize the entire member experience through service offerings such as utilization management, care management, and an aging in place product suite focused on better health outcomes.

If you seek an opportunity to work with top clients around the world and be part of an enriching and nurturing work environment, check out this career opportunity with the Sagility Team!

We are currently seeking a talented Healthcare Operations Manager to join our team!

The mission of the job is to contribute to the overall client satisfaction, retention and account profitability objectives by ensuring the operational performance standards for each assigned account are met and enhanced.

Key Requirements:

• Provides day-to-day leadership, coaching and development to direct reports.
  
• Reviews operating statistics regularly to ensure client and Sagility goals are being met in areas of service quality and timeliness. Typical areas of focus include quality monitoring scores, customer satisfaction, account notations, call handle times, abandon rates and service levels.
  
• Identifies areas of process improvement and works 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 .
  
• Oversees necessary enhancements to client programs or servicing therein . This may include areas such as staffing, training, attendance, and quality . Works 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 . Ensures quality evaluations are being properly conducted.
  
• Participates in client visits and roundtables to provide input on program performance or new programs being offered.
  
• Coordinates with other Operation Managers to balance needs of individual team with needs of entire organization.
  

Education, Experience, and Skills:

• BA/BS in Business Administration or related field or equivalent experience
  
• Demonstrated ability to make complex decisions and solve problems for call center processes using qualitative, quantitative, and financial data, while considering impact of decision on others .
  
• Proven ability to delegate and manage workloads and projects across functions within Sagility .
  

• Demonstrated written and verbal communication skills to include presentation ability and interaction with wide variety of internal and external customers.
  
• Demonstrated ability to strategically improve and/or transform processes across functions within Sagility .
  
• Demonstrated ability to manage a budget.
  
• Demonstrated ability to strategically lead, motivate, and develop work team towards improved performance.
  
• Intermediate knowledge of PC applications for word processing, spreadsheet , presentations etc.
  
• 4 plus years of relevant experience, including 3 years in management.
  
• Advanced knowledge of telecommunications and call center management systems and terminology.
  
• Healthcare experience preferred.
  

Sagility Offers Competitive Benefits Including:

• Medical
  
• Dental
  
• Vision
  
• Life Insurance
  
• Short-Term and Long-Term Disability
  
• Flexible Spending Account
  
• Life Assistance Program
  
• 401K with employer contribution
  
• PTO and Sick Time
  
• Tuition Reimbursement
  

Join our team, we look forward to talking with you!

An Equal Opportunity Employer/Vet/Disability

Location:

Work@Home USAUnited States of America