Process Improvement Leader

4 days ago


Taguig, National Capital Region, Philippines Sutherland Full time

**Process Improvement Leader**

Sutherland is a dynamic company committed to creating a work environment that is both professionally challenging and personally rewarding.

We are seeking a highly skilled Process Improvement Leader who will lead, develop, and motivate a high-performance team of support professionals.

The ideal candidate will be able to set the path to success by managing performance and service quality to guarantee customer satisfaction.

Key Responsibilities:

  • Drive results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance, and attrition.
  • Manage administrative responsibilities such as attendance tracking, queue administration, and corrective delivery.
  • Develop, train, and manage team members.
  • Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
  • Ensure motivational programs are in place and encourage frequent recognition.
  • Produce solid and effective strategies based on accurate and meaningful data reports, analysis, and/or keen observations.
  • Oversee and manage performance and service quality to guarantee customer satisfaction.
  • Relay important information in the form of timely and accurate reports.

Required Skills:

  • One to two years of experience in a similar role.
  • Strong analytical skills; able to interpret data, identify trends, and make suggestions for improvements.
  • Proven experience in the healthcare domain managing processes such as intake, scheduling, credentialing, and medical bill reviews.
  • Demonstrated leadership skills; able to take the lead in making improvements and resolving issues.
  • Able to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
  • Strong verbal and written communication skills; able to communicate in a clear, constructive, and professional manner.
  • Excellent working knowledge of MS Office applications.
  • Experience managing technical accounts.
  • Experience in blended operations involving back-office work, making outbound and receiving inbound calls.


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