Trainer/coach/sme in RCM Processes

    OVERVIEW:

    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.

    JOB SUMMARY

    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

    EDUCATION/EXPERIENCE

    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.

    SCOPE LEVEL

    Responsibility:

    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

Role Category:Training

Role:Technical/Process Trainer

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