Assistant Manager-Customer Care Voice-Inbound

EXL; Maharashtra; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

EXL in India is seeking an Assistant Manager to lead healthcare management operations. The role focuses on coaching CSRs and Nurse Associates to meet monthly goals, mentoring direct reports, and ensuring high engagement within teams.

You will manage day-to-day medical management policies, drive efficiency, forecast workload, and deliver on quality objectives while collaborating with managers, providers, and supporting staff.

Qualifications

• Experience leading healthcare customer support teams.
• Strong coaching and mentoring skills.
• Proven ability to drive process improvements.

Responsibilities

• Coach CSRs/Nurse Associates to meet monthly goals.
• Mentor direct reports to expand capabilities and reach potential.
• Manage day-to-day medical management policies and procedures.
• Forecast workload and manage staffing per SOW.

Skills

Coaching

People Management

Healthcare operations

Leadership

Education

Bachelor's degree in related field

Job description

Job Description

Provide comprehensive healthcare management to facilitate delivery of appropriate quality healthcare, promote cost effective outcomes and improve program/operational efficiency involving clinical issues.

Position Overview

The primary role is to meet the service level agreement of the process by coaching the CSRs/Nurse Associates to meet their monthly goals. They develop and mentor their direct reports to expand their capabilities and reach their full potential. They work with a team of Assistant Managers and Support staff to maintain effective team working relationships hence ensuring high level of engagement and morale in their respective teams.The Assistant Manager is responsible for management of CSRs/medical services staff including the organization and development of high performing teamsWorks closely with managers ensuring consistency in care management interventions Facilitates effective interfaces among team members, as well as across teams, providers and departmentsResponsible for the day-to-day implementation of medical management services policies and proceduresAccountable for meeting the financial, operational and quality objectives of the unit ;

Essential Overview:

Operational Efficiency

Articulate performance expectations and team objectives while collecting and interpreting balanced measure to evaluate individual staff and team performanceAssesses developmental needs and collaborates with the support team to identify and implement action plans that support the development of high performing teams ;Initiate root cause analysis and monitor action plans for identified opportunitiesProvide effective coaching and feedback to Nurse Associates that enable them to improve their performanceWork closely with the Nurse Associates to identify areas for improvement and gaps in the process to create individualized and feasible action plansMonitor efficiency and initiate control measures to minimize variances in workload over timeExecutive monthly, quarterly, and annual ;performance review of ;Nurse Associates and consequent development processes effectivelyEnsures the team's understanding and use of information system capability and functionalityEnsure implementation and monitoring of best practice approaches and innovations to better address the Case Manager and Utilization Management Nurse Consultant needs across the continuum of care ;Ensure compliance with internal policies and procedures, external regulations and information security standardsEffectively forecast and manage the process volume, allocation, and staffing following the Statement of Work on a daily basisMaintain accurate reporting and cascading of information to internal and external stakeholdersUpdate mandatory process trackers and files for compliance purposesServe as a content model expert and mentor to the team regarding practice standards, quality of interventions, problem resolution and critical thinkingOversee and facilitate implementation of updates management and training for new hires and/or team membersLead calibration sessions to ensure process knowledge alignmentMonitor random transactions on an ongoing basis and take corrective steps where necessary or make incremental improvementsMay have responsibility for their own case load work ;

People Management

Select staff using clearly defined requirements in terms of education, experience, technical and performance skills ;Formulate individualized plan with the CSRs/Nurse Associates to fully understand their career aspirationsDevelop a strong succession plan to encourage organic growth and facilitate “role ready” resources to ensures leadership continuity internallyCreate a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when neededEstablish an environment and work style that promotes the concept of teamwork, cross product integration, and continuum of care thinking that results in strong performanceInitiate engagement activities such as Monthly Townhall, Team building, and ;Internal group sessions to promote camaraderie within the departmentLead change efforts while managing transitions within a teamAccountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level

Client Satisfaction

Supervise the implementation of contact center management servicesEnsure business goals are met and compliance with policies and procedures is maintainedProtects the confidentiality of member information and adheres to company policies regarding confidentialityHandle client feedback and escalationsPromotes communication, both internally and externally to enhance effectiveness of medical management services ;Produce monthly or weekly dashboard/business reviews in partnership with support teamsClient interaction such as touch base, business reviews, and calls where Assistant Manager involvement is required

Reports to:

Lead Assistant Manager/Operations Manager/Senior Operations ManagerSupervises:Executive and Senior Executives and Subject Matter ExpertsCollaborations to:Other Assistant ManagersLead Assistant ManagersQCA/QC AMProcess TrainerMIS and WFMEnabling Function Staff (HR Personnel, IBMS Staff, IT Resource, Clinic Staff)HCA StaffStateside Counterparts

Process owners

Case ManagersSupervisors/Team LeadsProduct Customer ;Providers from Doctor’s Office and FacilitiesRepresentatives from Plan SponsorsMembers

Process Specific Skills

• 1. ; ; ; ;Domain expertise is a must
• 2. ; ; ; ;Demonstration of profound familiarity and technical skill relevant to the process
• 3. ; ; ; ;Understanding and demonstrating the knowledge of end-to-end processes and appreciation of critical parameters
• 4. ; ; ; ;Able to identify with and comprehend data and new information
• 5. ; ; ; ;Planning and Organizing skills - ability to prioritize the tasks and deliver assigned task per deadlines
• 6. ; ; ; ;Execution of providing customer service
• 7. ; ; ; ;Must have experience in handling teams
• 8. ; ; ; ;Must have experience in handling escalations
• 9. ; ; ; ;Familiarity with basic medical terminology and concepts used in care management
• 10. ; ;Knowledge with US healthcare set up is a plus
• 11. ; ;Ability to effectively participate in a multi-disciplinary team including internal and external participants
• 12. ; ;Keen on details essential for clinical documentation
• 13. ; ;Ability to multitask, prioritize and effectively adapt to a fast paced changing environment

Soft Skills

Coaching and mentoring skillsAbove average presentation skillsListening and time management skillsSelf-disciplined and results orientedStrong motivation and willingness to step up and accept the challenge of the roleFlexibility and urgency to handle pressureAbility to discharge the responsibilities in a conflicting environmentProblem identification and analytical abilityAbility to multi task

Interpersonal Skills

Customer Service FocusTeam Work and AdaptabilityAbility to work with cross-cultural staffManagement principles, human resources procedures, customer service and computer skillsVerbal and written communication skills of at least B1 CEF level