Senior Specialist

2 weeks ago

Quezon City, National Capital Region, Philippines View Moreicons Full time
Senior Specialist - Interaction Analytics

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.

Business Transformation

Job title:

Senior Specialist - Interaction Analytics

Job Description:

Process Analysis and Improvement

  • Gather project requirements and perform gap analysis
  • Plan data collection methods for specific projects, and determine the types of data needed.
  • Process large amounts of data that could be used statistical validation and graphic analysis.
  • Prepare data for processing by organizing information, checking for any inaccuracies, and adjusting and weighting the raw data.
  • Monitor calls and provide analysis on trends, opportunities, etc.
  • Identify Lexicons mentioned during the interaction to describe business drivers
  • Analyze structure around unstructured data (phone calls, chats, emails, surveys, case notes, and social media).
  • Supervise and provide instructions operations/BE team in collecting and tabulating data.
  • Utilize and be familiar with current system functions, applications, and enhancements
  • Conduct a regular review of engagement performance and provide root cause analysis on pain areas
  • Conduct simple graphical correlation
  • Create process maps and challenge the current processes
  • Design appropriate analysis to support the team and implement analysis
  • Conduct meetings with SMEs, Managers, and Leads to come up with actions appropriate to achieve the desired result of the Analysis
  • Design, create and update reports according to client requirement
  • Create presentations showcasing output of the analysis
  • Able to deliver quantifiable, actionable insight to clients
  • Able to perform analytical activities to enhance customer experience, improve Service Recovery process, and drive operational efficiencies.

Interaction Analytics

  • Understand business strategy of accounts who will employ Interaction Analytics
  • Conduct meetings with SMEs, Managers, and Leads to come up with lexicons appropriate to achieve the desired result of Interaction Analytics
  • Discover Lexicons through call validation & collaboration with the SMEs
  • Develop Speech Analytics Rules aligned to the current business need
  • Conduct a regular review of engagement performance while using Interaction Analytics and provide root cause analysis on pain areas that will be identified
  • Conduct analysis on the result of Interaction Analytics
  • Create presentations showcasing output of the analysis
  • Present output to the clients and internal stakeholders

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.
  • Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA)

COMPETENCY REQUIREMENTS:

With Basic Competency Level in ff.:

  • Communication Skills (Spoken)
  • Communication Skills (Written)
  • Customer Service Orientation

With Moderate Competency Level in ff.:

  • Communication Skills (Spoken)
  • Communication Skills (Written)
  • Customer Service Orientation
  • Computer Literacy
  • Job Knowledge
  • Sense of Urgency
  • Passion for Excellence
  • Working in Teams/Interpersonal Skills
  • Work Organization
  • Drive for Results/Execution
  • Thriving in Change
  • Expertise/Analytical Skills
  • Product Knowledge
  • Typing Skills
  • Problem Solving
  • Training Needs Analysis

Essential Skills

  • Knowledge & Experience in using MS Office, Nexidia, Verint Speech Analytics
  • Analytical and problem solving skills
  • Excellent customer service skills
  • Present data and articulate self well
  • Consistently demonstrate sound judgment
  • Mentor and develop reports
  • Rapidly get to the root cause of issues
  • Design appropriate analysis support the team to implement analysis
  • BPO experience is an advantage

OTHER REQUIREMENTS:

Reports to:

Supervisor / Manager

Supervises:

N/A

Location:

Quezon City, Bridgetowne ZetaPhilippines #J-18808-Ljbffr

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