Job description

Requirements

  • Entry level
  • No Education
  • Salary to negotiate
  • Phoenix

Description

Subject Matter Expert – Call Center
Qualification:
Graduate
/Post Graduate
preferably MBA graduates
Knowledge of CRM tools & MS office tools
• For Medical Management and Provider Services
Bachelor Degree in Nursing (BSN).
• For Philippines 34 year college degree
preferably related to medical field (as mandated by the project).
• For NA High School/Equiv, Associates Degree
preferred or equiv work experience.
Responsibility:
Business / Customer:
• Certify controls laid down by the business to
ensure successful audit by client and external party.
• Interact with customers (internal / external)
and keep stakeholders appraised of the process performance.
• Create status reports for customers
(internal/external).
• Manage and resolve escalations and issues
raised by customers and process specialists.
• Ensure adherence to Quality norms and
procedures.
• Identify & drive opportunities not limited
to Cost Optimization and Process Excellence to enhance service delivery.
• Provide client/process related MI reports.
• Interface with the management both in terms of
cascading messages from senior management and putting into practice strategy or
modifications required for the process based on decisions taken.
• Identify & drive opportunities to enhance
customer experience.

Anticipate issues and needs of the customer
related to the project and address them proactively.
• thereby help achieve CSS targets.
For Claims, Medical Management & Provider Services:
• Communicate
with the client counterpart on a day to day basis on daily scorecards.
For NA TM:
• Participate
in Customer review / governance meetings to discuss on Service performance,
project issues and improvement opportunities.
• Anticipate issues and needs of the customer
related to the project and address them proactively.
• thereby help achieve CSS targets.
Project / Process:
For Medical Management, RCM and Provider Services:
• Ensure
timely completion of tasks assigned to all team members.
• Develop SOPs and training Manuals.
• Generate periodic performance reports and dash
boards for the process.
• Capture relevant metrics periodically.
• Communicate resource issues to Operation
Manager.
• Inform the teams of any process updates and
document the same.
• Review and update domain specifics.
For Provider Services:

Communicate SLA to enabler functions based on
timeframes.

Actively participate in discussions with the
Quality / PEX teams to identity process improvements.

Lease
with NSS to ensure Telecom connectivity & Proper Working of workstation as
per specification.

Lease
with Admin for Transportation & all other admin related work.

Lease
with HR for on time & quality recruitment.

Track
Project Performance Quality & Quantitative Metrics.

Ensure
adherence to Quality norms and processes.

Adhere
to security practices set by organization.

Maintain confidentiality of all information,
policies, and procedures as required by the Health Insurance Portability and
Accountability A (HIPAA) protocols.
For Medical Management and RCM:
• Oversee
daily operations, processes to ensure that all quality and efficiency standards
and targets are met.
• including but is not limited to daily
completion rate, accuracy of data encoded in the review, attendance and
adherence to company protocols.
• Oversee the performance of new on boards and
ensures coaching of the team.
• Analyze areas for improvement for meeting
program objectives and participates in establishing Quality Improvement
Projects for the program.
• Provide weekly coaching to the team in
relation to their scope of work.
• Cascade essential information and updates to
team through the weekly meetings.
• Provide regular and periodic feedback to the
Program Manager on the team performance for coaching and appraisal purposes.
• Ensure that immediate supervisors are appraised
on significant program activities, issues and concerns through emails, meetings
and weekly reports.
• Handle staff questions and escalation as
necessary.
• Perform senior process executive functions as
needed.
• Supervise the hiring process.
• Review all QC and QA reports and reinforce
corrections and suggestions made the quality reviews team.
• Collaborate with the team and clients and
assists the Operations manager with managerial activities as needed.
• Reward and discipline employees.
• address complaints and resolve problems.

Coach
and

About the company

Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process outsourcing services, dedicated to helping the world's leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant combines a passion for client satisfaction, technology innovation, deep industry and business process expertise, and a global, collaborative workforce that embodies the future of work. With over 100 development and delivery centers worldwide and approximately 221,700 employees as of December 31, 2015, Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500 and is ranked among the top performing and fastest growing companies in the world. Visit us online at www.cognizant.com or follow us on Twitter: Cognizant.

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