www.accretivehealth.in Accretive Health Delhi/NCR : Operations Assistant Manager

[Admin]

Accretive Health Delhi/NCR : Assistant Manager - Operations
accretivehealth.in

Website: http://www.accretivehealth.in

Keywords: Assistant Manager, Acoounts receivables, Follow - ups, AR followups, payment postings, denials handling, healthcare, Astt Mgr, TL, Managers

Designation: Assistant Manager - Operations
Experience: 4 - 8 Years
Location: Delhi/NCR
Compensation:
Rupees 4,00,000 - 6,00,000
Education:
UG - Any Graduate - Any Specialization
PG - Any PG Course - Any Specialization
Industry Type: BPO/ITES /CRM/Transcription
Functional Area: ITES/BPO/KPO, Customer Service, Ops.
Posted Date: 23 Feb

Job Description:
1. Possesses good knowledge of quality standards and process deliverables to deliver client SLAs – productivity, turn-around-time, yield, accuracy and meet set objectives.
2. Engage in improving processes through reengineering, system checks, process automation
3. Well versed with Preparation of flow charts, process documents, operational reports etc
4. Interact with client on transactional issues and transitions.
5. Handle Client Queries on a regular basis.
6. Review and report daily key operational variables.
7. Train, mentor, and coach team members to help climb them the learning curve
8. Develop back up and contingency plans.
9. Act as a change agent and provide implementation assistance as and when the need arises.
10. Provide subject matter expertise on processes.
11. Update Service Delivery Leader on process performance and critical people issues.
12. Identify potential people issues amongst the team & resolve the same on a proactive basis.
13. Provide process problem resolution assistance to teams via calendarised one on one’s and coaching sessions.
14. Assess performance of Team Members and conduct performance appraisals.
15. Provide coaching and feedback to team members.
16. Hold regular team meetings with Team Members to ensure that there is constant flow of information and knowledge dissemination –query logs, issue resolution.
17. Assist new hires such that they are productive on the floor in the shortest possible time frame.
18. Assess training needs, provide training opportunities and train new hires and existing staff.
19. Cross train Team Members.
20. Appropriately use Rewards & Recognition to energize to motivate Team Members.
21. Handle all logistics related issues: roster management, shift rotations.
22. Liaise with support functions – IT, Admin, Transport, Finance, HR to solve any relevant issues.
23. Leave planning, Managing Compensatory Offs, Unscheduled Leave.
24. Manage attrition levels in line with center/department targets.
25. Initiating Disciplinary procedure in conjunction with HR and Reporting manager.
26. Provide the right leadership to the team and strengthen Accretive culture and values.
27. Compliance with the policies and statutory audits (HIPPA, ISO etc.) requirements.

Desired Candidate Profile:
1. Excellent written and verbal communication and presentation skills.
2. Graduates, Candidates from reputed institution/with brilliant academic background would be preferred.
3. Should have been in a team leading role for a minimum of 4+ years.
4. Should have managed at least 4 full cycle of performance appraisals.
5. Strong analytical, quantitative, qualitative and critical thinking skills.
6. Should be willing to work in different shifts, including the night shifts (US Timings).
7. BPO/KPO (Healthcare) Process Management Experience is a must.
8. Extensive knowledge on Healthcare - Account Receivables/Revenue Cycle Management (Billing, Claims
Processing, Payment Posting, ‘follow up, charge posting, credentialing, coding etc.)

Company Profile:
Accretive Health is a built for purpose company with the sole focus of generating significant, sustainable improvements
in net revenue while improving the satisfaction of patients, physicians and staff. We support the core mission of health
care providers: the delivery of high quality, affordable health care services to their communities.
• Accretive Health brings to health care providers an end-to-end solution which can yield a demonstrable 4% to 8%
increase in net revenue, not just improved account receivable days:
- Revenue cycle leakage occurs at multiple places, which are often deeply interdependent
- Most consultants and in-house operators typically focus on a few areas (e.g., denials management, DNFB)
- Accretive Health addresses all 30 revenue cycle sub-processes for each of the separate payer streams
• We combine unmatched management expertise, superior processes, experience and leading edge technology
which cover the entire revenue cycle process:
- Our technology applications include workflow automation and direct connect capabilities that enable revenue cycle staff to
focus on problem accounts by automating or eliminating unnecessary work
- We have adopted a Six Sigma program which covers the entire revenue cycle and includes a focus on revenue yield
improvements, cost containment and patient satisfaction
- We infuse deep management expertise, combining the best of health care experience with proven managed services track
records from other relevant industries

Executive Name: Bhavesh Marwaha

Address:
Accretive Health
C - 110, Sector - 63, Near Fortis Hospital, Noida
Noida,U.P,INDIA 201301

Email Address: bmarwaha@accretivehealth.com

Telephone: -95120-4031200

Reference ID:
AM/230209

Keywords: Assistant Manager, Acoounts receivables, Follow - ups, AR followups, payment postings, denials handling, healthcare, Astt Mgr, TL, Managers

[Guest]

Hi,
I need a Operations Assistant Manager job in Delhi.

RajaMalai

[kool.navin]

Hi,

I am looking for Assistant Manager post and I have 3 years of Experience as TL in the same Healthcare field.

I know Charge entry, Payment posting, Follow ups, Denial Handling . . . . .

Regards,
Naveen Kumar

[Guest Poster]

hi , am Dr Gauri Sharma from Gurgaon , wants to work with your organization as health care proffestional. kindly contact me at drgauri1981 AT gmail.com

[Guest]

Hi
I am looking for a job in AM profile..Below is my resume.. Thanks for your consideration.
Sunil Gulati
E-mail : suneel.gulati AT gmail.com

PROFESSIONAL SUMMARY
- Overall experience of more than 6 years in the mortgage industry.
- More than 2.5 years of experience in telecommunication, Inbound and Outbound Sales, Customer service and Up-selling processes and companies in India rendering quality service to its international and national clients.
- Working with BOA Backoffice since July 2006 in various mortgage processes.
- Is Certified for completing Mortgage & Banking Training in the current organization.
- Have worked with different mortgage processes – Like Payoff & CRESS (Consumer Real Estate Settlement Services) Payoff– Calling processes & processes which involves LOB interactions such as RESPA, GLBA, FCRA & to ensure that all these acts are not violated.
- Worked with Fulfillment & Servicing processes under Home Loans & Insurance Division both as an associate & as a Team Leader.
- Worked with Oks Ameridial (North Star Pvt. Ltd.) as Sr. Team Member from June 2005 to July 2006
AREAS OF EXPOSURE
Team Management/ Training & Development
- Managing and mentoring process teams allocating specific targets after considering the competency level of individual team members.
- Arranging sessions for existing/ new recruits for improving their performance levels.
Service Excellence Management
- Managing Operations for rendering & achieving quality services.
- Handling Goal setting for Floor, according to Service Level Agreements, monitoring projects performance.
- Analyzing MIS & other statements with a view to upgrade the floor with latest downloads on the mortgage process operations assist in critical decision-making process.
- Plan, staff, and supervise all assigned work unit activities through subordinate executives to ensure a cohesive operational unit.
CAREER HIGHLIGHTS
PROCESS UNDERTAKEN :
- Computer Plus (+ up selling of Long Distance Cards)
- UK Mortgages, Personal Loans.
- US mortgages – Lead Generation Process
- Scholastic – Verification Process
- Premier Benefits (Sales process)
- Banking Center Payoff / CRESS Payoff (Fulfillment Processes)
- Research, Centralized Email etc – Indexing Processes
- Customer Contact & Relationship Deepening (Servicing Process)
Current EMPLOYER :
BA Continuum India Pvt. Ltd (BANK OF AMERICA, GURGAON)
July 2006 – Present
Current Designation : Team Leader (Operations)
Job Role :-
- Handled team strength of 34 associates working for the process.
- Taking care of all professional issues they are facing e.g. salary, transport, administrative etc.
- Call monitoring and continuous feedback to improve on C-Sat scores as well as Quality.
- Helping maintaining AHT, Quality and Productivity of my Team.
- Taking care of the yearly / half yearly appraisal for the associates.
- Responsible for reporting daily, Weekly and month end reports to the LOB.
- Conducting agent interviews from operations perspective.
- Controlling team Attrition through different and timely motivational activities within the team.
- Managing the Queue on a regular basis through allocations and driving numbers in the team.
- Information Dissemination – Products and Service related during daily Post and Pre Shift briefings.
- Worked as an Internal QA for the process & helped in getting the sigma scores up for the process.
- MIS Spoc for the process : Reporting PU & Accuracy for the team, calculating TAT for the process, Taking care of daily & monthly trackers for the process. In addition to this, also prepare the digidash data for the process.
- Lean Spoc for the process : Conducting session for at least one topic on lean, Sends out informational mails related to the topics. Helped in moving the lean scores up.
Key Accomplishments
- Received a Medallion award for the consistent performance in the process.
- Received Values, Platinum award at a Team Leader level.
- Worked as an Internal Quality Auditor for the Loan Solutions – Payoff process, provided timely feedback to the associates to help them improve on their accuracy scores & showed them the correct procedure of working on the different transactions.
- Handled 2 processes at the same time with 100% ASAT and CTQ Attainment.
- 100% CTQ attainment on items like TAT, Productive Utilization, Accuracy
- Received several recognitions from LOB, Leadership, peer group & associate population.
- Have mentored about 22 Six Sigma & Lean based Projects which have been approved and implemented in my operational tenure with BACS. All these projects were initiated with an aim to increase the overall productivity, accuracy improvement, Lean based projects, MUDA reduction, automation, standardization, associate reduction, PAR – Variation reduction, BPM etc.
- Have already completed 5 Six Sigma Projects, 1 PAR Certification & is a certified Variation warrior.
Previous EMPLOYER :
North Star Pvt. Ltd. (OKS AMERIDAL)
June 2005 – July 2006 as Customer Care Executive
Process : Mortgages – Lead Generation Process
Job Role :-
- Worked in 4 different processes for sales, customer service, mortgages (US and UK)
- Use to call up mortgage homeowners in US & help them in refinancing their homes by taking up some mortgage information & patching their call with the mortgage loan officers sitting in US.
ACADEMIC CREDENTIALS
- Completed Graduation from Sri Venkateswara College, Delhi University in 2005.
- Passed 10+2 from Laxman Public School, CBSE in 2002.
- Passed High School Laxman Public School, CBSE in 2000.