Enlyte QAS/QAC Team Leader

2 weeks ago

Iloilo City, Western Visayas, Philippines Sagility Full time

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.

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.

Appointment Scheduling/ Billing and Payment Collection/ Medical Bill Review

Job title:

Enlyte QAS/QAC Team Leader

Job Description:

DUTIES & RESPONSIBILITIES:

People Management

  • Ensures Team and staff meet productivity standards.
  • Helps Shift Managers insure client service levels are met or exceeded.
  • Monitors service calls, e-mails and other contact methods to observe employee?s demeanor, technical accuracy, and conformity to company policies.
  • Recommends corrective services within client limits to adjust customer complaints.
  • Works with Operations Floor Manager to further develop so repeat questions do not arise. Strives to help the entire team when in need of assistance.
  • Determines work procedures, and expedites workflow.
  • Issues written and oral instructions to representatives for all team in conjunction with meeting performance measurements.
  • Monitors all areas of performance metrics to assure that standards are met across the board.
  • Informs all parties when system is not working effectively. Works with Call Center Director to develop better ways for system to improve quality.
  • Works with team members to resolve grievances.
  • Prepares composite reports from individual reports of subordinates.
  • Take calls/escalated calls when service level demands it
  • Take calls on predetermined schedule

People Development

  • Use data from reports on Attendance, Productivity, and Quality to coach HSAs towards better performance.
  • Incorporate personal observations and documented critical incidents in coaching sessions to further improve HSA performance.
  • Identify team members who display potential for other positions within the company. Assign tasks or projects to further develop that potential.
  • Prepare a Performance Appraisal (PA) for each HSA at the end of each year.

Process Improvement

  • Note all situations that arise that were not covered in training or in previous updates. Work with the Shift Manager to ensure that all other teams, the Quality Assurance Group, and the Training Team are informed so repeat questions do not arise.
  • Determine work procedures and expedite workflow.
  • Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).
  • Inform the Shift Manager when the systems needed to handle calls are not working effectively.

Internal Customer Relations

  • Communicate resignations in the team and other agent concerns to HR.
  • Submit employee attendance records to payroll. Escalate all payroll concerns to his / her Shift Manager.
  • Coordinate with Workforce Manager about team members? days off, vacation leave, and sick leave.
  • Escalate Quality related issues to his / her Shift Manager

Work At Home Responsibilities

  • Be familiar with and abide to all Sagility general security and Work @ Home security policies and procedures.
  • Be familiar with and abide by all client security policies and procedures required to protect customer data.
  • Maintain the security of the at home work environment and protect the assets of the Sagility provided equipment, the client systems and data.
  • Ensuring that all security related incidents are reported
  • Shall work on the same Internet Connection that was tested during the setup process. If changes are made to the current Internet Connection or router during the course of application or employment, Employee will be required to notify the appropriate parties in advance and retest the connection to ensure the requirements are met.
  • Must immediately report system performance problems or downtime to your manager and the local IT SPOC.

General Safety and Security

  • Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
  • Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.
  • Reports Information Security related incidents without any delay to the right authority.
  • Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA), Health Information and Technology for Economic and Clinical Health Act (HITECH), and Utilization Review Accreditation Commission (URAC).

COMPETENCY REQUIREMENTS:

With Expert Competency Level in ff.:

Excellent Communication Skills (Spoken) Excellent Communication Skills (Written) Customer Service Orientation Computer Literacy ?Minimum of 30 wpm typing speed Sense of Urgency People Management / Team Orientation Pasion For Excellence Working in Teams / Interpersonal Skills Work Organization Drive for Results Thriving in Change Analytic Skills Problem Solving Presentation Skills Coaching Discipline Management

With Advanced Competency Level on the following:

Training Facilitation Skills Strong workforce Management background. Human Resource background.

Basic knowledge on computer trouble shooting and connections preferred at a work at home environment.

OTHER REQUIREMENTS:

Reports to:

Shift Manager

Education and/or Experience:

4-year College BSN or Allied Science degree, 3 year call center experience

Certificates, Licenses, Registrations:

N/A

Work environment:

The work environment consists of a professional office workplace which requires business casual attire.

Work at Home Environment:

Work environment consists of designated work area at home.

Work at Home Requirements:

Home internet service provider minimum 10mbps upload speed and 5mbps download speed.

Certificates, Licenses, Registrations:

N/A

Physical demands:

May require weekend or overtime work.

Work demands:

Must be able to problem solve, and determine problems, also to recommend solutions. To seek out better methods of training classes to operate.

  • Able to establish, implement and continuously improve the quality information security policies assigned to him/her.
  • Able to establish structure and procedures to protect classified information.
  • Able to report information security related incidents without any delay to the right authority. Example: All information-related incidents, losses, weaknesses and software/hardware malfunctions, breaches of confidentiality.
  • Actively participates during training, orientation and awareness programs pertaining to QISMS.

Location:

Iloilo, Ayala Technohub BuildingPhilippines #J-18808-Ljbffr

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