Team Leader Healthcare Account

Supervisors/Team Leaders (Call Centre & Customer Service)

• The incumbent would be part of the team and the primary responsibility will be to manage the operations team ensure meeting the stated SLA as per SOW. The role will include manage team members performance, manage escalations and complaints from customer, interact with clients on a continual basis for resolution, participate in weekly review meets, attend meeting and training etc. Key function also includes to conduct daily meetings with the team, share process updates, conduction one on one performance review, maintain daily / weekly / monthly reports and drive compliance across the team. Also responsible to manage attritions

Business environment

• Vertical : H&I
• Process Name: Pioneer_DH
• Scope: Manage day to day performance of the team to meet the business objectives

Organization chart

• Reporting To: Asst / Deputy Manager
• Qualifications and Technical Competencies Required 

Education

Mandatory:  Has atleast completed 2yrs in College Level / Degree

Experience

• Minimum 2+ year experience as a Team Leader managing 15 to 20 members 
• Minimum of 5 year of work experience in the revenue cycle management company in Registration, Claims Edit, Charge Review, Retro Reviews
• Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit
• Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities
• A commitment to being attentive, persistent, and flexible. Also protective of the integrity and purpose of our organization

Technical Competencies: (Job related)

• Fluency in spoken English and written skills - a must with ability to comprehend
• Intermediate / Advanced knowledge on MS Office Tools
• Working Knowledge of EPIC Tool

Soft Skills:

• Excellent communication skills to handle client emails
• Responsible for smooth and efficient day-to-operations within their team 
• Primary objectives of this role are to drive qualitative performance effectiveness and superior customer experience of the Customer Connect Team
• Responsible to coach assigned team members on observed areas for improvement with respect to product, process, soft skills and communication
• Should conduct analysis and drive initiatives to improve efficiency within team and CC overall 

Job Description:

• Shifts as per operational requirement 
• Ensures adherence and meeting the contractual KRAs consistently
• Manage the incoming workflow along with focus on team efficiencies (Productivity)
• Drive Quality and compliance within the team and inculcate customer centricity
• Manage customer escalations, identify the issue, prepare and share the RCA
• Drive team performance to achieve the performance benchmark and strive for excellence
• Identify areas of improvements within process / team and implement changes in required areas
• Is able to communicate clearly, both written and in speech and works accurately and with eye for details
• Drive team performance through constant feedback and guide through career progression
• Responsible for managing and ensuring on the communication of system issues/outages to all stakeholders
• Raise and follow through on the change management request
• Ability to manage work efficiently with minimum guidance
• Checking on call distribution and/or other operational roadblocks and helping ease them for his/her team 
• Keep a close track and drive CSAT and critical call parameters like AHT and quality scores & continuously review/coach CSAs on the same 
• Brief the teams daily on changes and issues that affect customers or the team and ensure that staff has access to this information 
• Encourage and implement best practice across the team
• Source and implement ideas for ease in day-to-day operations

People 

• Managing Team Performance 
• Effective monitoring of CSA and providing instant feedback on productivity issues wherever required 
• Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc. 
• Ensure team is clear on quality and service performance expectations, and are striving to exceed these expectations 
• Assist/support team members with personal development planning 
• Use the performance information to provide positive reinforcement of behavior or skill 
• Use information provided by the quality team to provide feedback to individual CSA 
• Create development plans for CSAs to drive world class results 
• Develop and enhance a team first culture and actively encourage a cooperative work environment 

Organizational 

• Support the management of other staff in the absence of immediate supervisor 
• Provide assistance to other work units when required, particularly in the management of queues 

Others

• Adherence to company policies, rules and regulations
• To follow quality processes thoroughly using checklist standards
• Communicate company vision, mission, and goals. Ensure complete alignment of the functional / service line teams to overall company objectives
• Champion Hexaware culture by role modeling behaviors
• Create a work environment that nurtures and supports diversity and has an inclusive work culture
• Ensure productive work relationships are established with all relevant internal functions
• Ensure data confidentiality, integrity and protection of company's intellectual property
• Responsible for complying with all QMS and ISMS Policies and procedures 

Mandatory: 

• Should express excellent leadership qualities and spearhead the team 
• Excellent English verbal communication skills enabling client expectation management 
• Should be ready to work in flexible shifts, Rotating Day and Night 
• Excellent customer and client relationship skills
• Commitment to achieve deadlines provided and result oriented
• Ability to make sound judgment & be decisive 
• Logical thinking and attitude for learning 
• Delight customers, and go above and beyond the call of duty
• Has empathy for the customers situation
• Works with highest degree of accuracy and with eye for detail
• Build a long-term relationship with the customer in the best interest of both customer and client
• Able to work under pressure and with stringent timelines during times of need in rotational shifts/day and even on regional holidays 
• Strong problem-solving skills
• High level of initiative
• Analytical and Investigation skills
• Ability to organize and prioritize work
• Coaching skills

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