Process Improvement Leader
4 days ago
**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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