HCL Technologies is looking for Team Lead position for its client, a multi-million dollar US-based Healthcare company. The client is providing credentialing services to healthcare providers across the United States.
Attractive Salary plus comprehensive benefits

Job Summary

This position is responsible for leading a team of analysts; developing them, and making them effective and efficient to ensure that the activities are adhered to the defined Standard Operating Procedure established by the client; ensure that the team is effective and professional to support client’s operational requirements. This role is also responsible for providing quality and efficient customer service through daily team management.

Essential Responsibilities

·      Responsible for the day-to-day management of 15-20 analysts; ensure that these analysts process work orders related to credentialing of providers accurately and in accordance with client stipulated procedures

·         Adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction

·         Ensure that the team meats efficiency measures in accordance with performance targets and process guidelines

·      Minimize escalations, and increase first time resolutions through effective coaching, mentoring and supplemental training and understanding of departmental procedures to maximize utilization of resources

·         Provide feedback on performance, monitoring attendance, leave requests, ensure accuracy of hours worked and adherence to company policies and procedures

·         Recommend and/or make decisions in personnel related matters (Attrition, disciplinary actions, and terminations)

·         Assist with attendance documentation, weekly timesheet validation and schedule adherence

·         Monitor and adjust staffing levels to ensure service levels are being met with continued focus on exceeding performance requirements

·         Act as point of contact for escalated issues or problems that occur, by directly responding to escalations

·         Ensure that the team adheres to US healthcare compliance measures

·         Conduct quality monitoring sessions


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 communication skills in dealing with employees or external customers/clients

·         Capable of handling fast-paced, innovative, and constantly changing environment

·         Proficiency in organizing, prioritizing, and accomplishing tasks within established timeframes


Formal Education and Experience

·         Bachelor’s degree in any stream and progressive work experience in Healthcare vertical

·         Minimum 1-2 year of experience in current role; 3-5 years of overall experience


Physical/mental demands and working conditions

·         Rotational shifts including night shifts

·         May require domestic and overseas travel

·         Use of a PC/ shared computer


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