Job Location: Noida, India 

Job Description

The duties at Pacific BPO an Access Healthcare company shall include Improve Accounts/Teams Performance.

• Motivate team to achieve desired Quality and Production targets

• Conduct performance appraisals for Senior Team Leaders and assist with appraisals of Billing Executive/ AR callers.

• Identify training needs and arrange for training, re-training and cross training, Assist STL / TL to implement corrective action as required

• Support and monitor day-to-day work processes and meet production and Service Level Agreements (SLA).

• Conduct periodic and surprise audits and checks to ensure compliance with documented policies and procedures. Planning and process development

• Innovate to optimize production and constantly improve Production, Quality and Turnaround Time

• Participate in and contribute to client conference calls, management meetings and department meetings

• Facilitate to meet contractual obligations and client expectations

• Assess and forecast staffing requirements based on client communication and incoming volume, maintain cost effective and stable workforce to absorb volume volatility

• Coordinate with the HR department to recruit per expected volume and required skill sets

• Ascertain training areas based on reports from the Quality Analyst Reduce unwanted costs Contingency plans

• Assist STLs and TLs to manage the availability of Billing Executives on a real-time basis to ensure SLA is met

• Responsible for attendance across client teams, Development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes Transition Management

• Work through the initial period of pilot testing and establish firm communication channels with the client for all types of escalations Account management and Client relationship management:

• Regularly reviews the performance on the program with the client and ensures that the program is indeed running per client expectations.

• Submits periodic reports to the superiors on the performance and the growth plans available with the client.

• Conducts a monthly business review meeting with the client and ensures the resolution of all issues to the satisfaction of the clients.

• Works out the impact of the requests and the requirements of the client in terms of time, effort and resource cost and makes appropriate decision based on the context.

• Responsible for future growth from the client and works on increasing the value add as also the revenue share from the client

Job REQUIREMENTs

To be considered for this position, applicants need to meet the following qualification criteria:

• Should have 9 to 12 years of Experience in BPO Operations

• Preferably from Healthcare Background (Physician or Hospital billing)

• Excellent Communication and Interpersonal skills

• Strong quantitative ability

• Demonstrated track record of applying best practices in a call center environment

• US Travel Visa and transition experience will be an advantage

GROW YOUR CAREER WITH PACIFIC BPO, AN ACCESS HEALTHCARE COMPANY