- Excellent knowledge on client specifics and experience in all types of provider enrollment & maintenance transactions.
- Perform quality review of transactions based on the documentation provided by client to ensure transaction output meets all customer specifications
- Collects all findings during the audits and perform effective root cause analysis along with associates & ops supervisors
- Generate multiple level of analysis from the audit findings and identify opportunities to improve overall process
- Circulate quality dashboards at agreed periodic intervals to all relevant stake holders
- Conduct 1-0-1 coaching / feedback on specific error scenarios
- Provide suggestions to Trainer and Ops on the slow performers who needs additional coaching / re-training on specific areas
- Tracks all feedback from client and provide constructive information to agents during daily quality team huddle
- Participates in client knowledge calibration exercise
- Understanding Client P&Ps and auditing documents / transactions based on instruction guidelines.
- Record audit findings and prepare audit reports and circulate quality dashboard
- Organize ILP review meeting and quality briefings to update associates on any quality issues
- Analyze internal/client feedback and respond with details
- Handling Feedback sessions efficiently.
- Periodic knowledge calibration with client or SME.
- Floor troubleshooting and if required get queries clarified with client.
- Liaison with other functions and ensure smooth working relations.
Key Performance Indicators - Transform Knowledge into skill
- Productivity - Ability to complete the required number of audits within timeline
- Initiative - Ability to do analytics on the audited reports and present the findings to the management to improve Quality scores
Reporting Structure
- Reports to Senior Executive in the function
Qualification & Experience
Critical:
- Graduation in any discipline
- Willingness to work in day/night shift
- 4+ years of experience in US Enrollment & Billing process with 2 years of experience in auditing domain.
Desirable:
- Proficiency in MS Office (PowerPoint, Excel & Word)
- Competency in QC tools
- Competency to understand processing guidelines
- Excellent Communication Skill (Oral & Written)
Know How
Critical:
- 5/6 days working in a week i.e. based on business requirement. In need basis, should work on weekends/holidays if the production team operates on those days
Desirable:
Personal Attributes/Traits
- Consultative
- Socially confident
- Achievement oriented
- Decisive and action oriented
- Creative
- Eager to learn
- Resilient
