HCL BSERV Healthcare is looking for the above position for its client, a large US based DME Company. The client is a multi- billion dollar company providing healthcare products and services, including oxygen and respiratory equipment.
This position is responsible for training new hires on US healthcare RCM domain & process as per business and client
guidelines. Lead OJT/Abay along with operations to develop an efficient professional agent pool.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Should attend process training and get successfully certified by client in the assigned track.
Should successfully clear HCL internal facilitation certification program
Provide training for new hire batches approx. 20 -25 agents on US healthcare domain, client process and Abay/OJT.
Do live transactions every day in the certified track as per the protocol
Adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction during training & abay period.
Provide feedback on performance, monitoring attendance, leave requests, ensure accuracy of hours worked and adherence to company policies and procedures during training & abay period.
Minimize escalation through effective coaching support, supplemental training and understanding of knowledge transfer procedures.
Assist with attendance documentation, weekly timesheet validation and schedule adherence, new hire summary report and abay performance reports.
Prepare training curriculum and relay process updates to operations.
Handle Abay graduation as per client protocols and successfully graduate new hires to live production.
Initiate, follow up and close the BGV of new hires before they move to Academic bay
Prepare training reports and publish it to stake holders and client.
Drive & ensure completion of client assigned LMS courses to associates.
Participate in client meetings organized by operations as required.
Conduct refresher training to bottom performers and help them improve performance
Participating in the client organized virtual observation sessions and get successfully recertified
The minimum experience requirements are:
Bachelors degree in any stream and progressive work experience in Healthcare RCM.
Minimum 2-3 years of experience as Trainer/Coach/SME in RCM processes preferably in AR (OR) DME/HME billing process in US Health Care industry.
3-5 years of overall experience
Working experience in Provider/DME billing will be preferred.
This position will be responsible for creating and maintaining an environment conducive to high morale within their team while ensuring key training performance metrics are continually being met.
Responsible for providing quality and efficient customer service to customers through knowledge transfer. Additionally, responsible for assisting manager with development, analysis and implementation of training and reward/recognition programs.
SKILLS AND COMPETENCIES
Focuses on delivering a positive customer experience
Strong proficiency with MS Office products; Word, PowerPoint and Excel
Proven leadership experience. Should be a team player.
Ability to develop, lead and motivate a team.
Ability to communicate effectively to a variety of audiences.
Ability to identify process improvement ideas for implementation
Ability to provide and support a vision and direction.
Proficient written and oral English communication skills dealing with employees or external customers/clients.
Proficiency to assemble, organize and sequence work.
PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS
Rotational shifts including night shifts
Willingness to travel on domestic and overseas business trips.
Use of a PC/ shared computer
CONTACT PERSON: ANURAG MAURYA
VENUE: HCL TECHNOLOGIES LTD
Chak Gajaria Farms, HCL IT City, Sultanpur Road, Lucknow
Candidates are required to carry their:
Hard Copy of updated resume Resume
Passport size photograph
Age:- 18 yrs to 32 yrs
Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations
Employment Type: Permanent Job, Full Time
(Please mention NCRJobs.in for reference)
Location : Lucknow
Address : Plot No. CP 3, Technopark, Sector 8, IMT Manesar, Haryana 122051