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Associate Manager - Healthcare Billing
HCLTech Sri Lanka
Colombo

Location: 
Contract Type: 
  • Manage day-to-day operations and directs the team responsible for Healthcare RCM based activities.
  • Manage and meeting performance targets for average handle time, Client SLA, quality and customer satisfaction
  • Manage a group of Team Leads responsible for management of agents. 2 to 3 direct reports with 60 to 75 agents
  • Ensure good integration with front office operations for proper execution of end-to-end processes
  • Ensure quality and efficiency measures are met within the team and in accordance with service level agreements
  • Provide coaching and feedback to direct report positions to ensure satisfactory performance levels
  • Use 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
  • Work with operations and information technology personnel to resolve issues and improve operational efficiency
  • Establish and maintain effective work procedures
  • Review, assess and identify coaching & training needs to provide staff with necessary skills and knowledge
  • Understand, communicate and implement strategic direction and leadership for HCL to ensure consistent and cohesive business objectives and to enhance customers’ experiences in both a regulated and a competitive market.
  • Plan and monitor operations initiatives to improve the efficiency and effectiveness of the back office
  • Review and ensure processes are in compliance with internal policies and external regulations.
  • Respond to escalated issues regarding performance and quality.
  • Coordinate, participate, and/or manage multiple projects assigned by senior management, providing input on operations related matters.
  • Interface and coordinate with various stakeholders

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