AVP - Customer Engagement Leader

Role: Customer Engagement Leader Member Services -Onshore Ops

Job Location: Atlanta Georgia

Core Experience requirements:

• Overall 18 plus years of Healthcare payor operations experience (Contact center Ops0 with 12+ year of large account handling experience (Leadership role) in a global delivery model set up
• Exp in managing payor contact center operations (All channels: Voice/Email and Chat)
• Must have experience in managing a large team 1500 to 3000 FTE’s global operations.
• Expertise in multiple contact center platforms and good exp in farming existing accounts for rev growth and involved in new customer acquisition process.
• Understanding of evolving tech in healthcare BPO operations like AI and Gen AI implementation. Self-servicing options with exposure to contact center platforms like Genesys, Salesforce, Avaya, Nice etc.
• Experience in driving transformation projects focused on margin improvement, rev growth, people centric growth initiatives.
• Experience in driving contact center transformation projects focused on NPS, CSAT and FCR

Education:

• Graduate. Post graduate degree preferable.

Skills Required:

Works independently, demonstrates initiative and innovative thinking, clear and concise communication skills.

• Ownership of account P&L. Has to have exp of building account strategic plan demonstrating growth and transformation.
• Ability to work on Outcome based metrics.
• Ability to plan and strategize to meet qtr. on qtr. revenue and margin goals.
• Understanding of other health care operations like clinical services, claims ops, provider data ops and appeals management will be added advantage.
• Excellent communication skills, presentable personality and very good understanding of multi-cultural work environment.

Roles and Responsibilities:

• Responsible for maintaining accounts gross margins, cost, people management, SLA reporting and driving continuous improvement initiatives and enhancing process efficiency.
• Closely monitoring revenue and ensure no revenue leakage and penalties.
• Good exp in contract negotiations and compliance management of existing contracts
• Ability to teach/coach mid management to improve performance.
• Ability to introduce innovative ideas of process improvement.
• Production planning & control, process monitoring, assignment & review of workload.
• Analyzing SLA parameters with team performance and planning continuous improvement in performance, process optimization, adherence to reporting schedules and maintaining all necessary process documentation as per the process protocol
• Ensuring deliverables as per client expectations are met with highest satisfaction.
• Oversees the hiring, on-boarding and training of new hires specially for large ramps
• Monitor and manage workflow or daily targets to assure timely delivery of agreed SLAs
• Planning and process development - Innovate to optimize production and constantly improve Production, Quality and Turnaround Time
• Motivating employees by introducing various beneficiaries & growth opportunity.
• Managing operational issues keeping client expectations on highest priority
• Regularly reviews the performance on the program with the client and ensures that the program is indeed running according to client expectations.
• Ensure periodic reporting and dashboards on the performance and the growth plans.
• Quarterly business review meeting with the client & Stake holders and ensures the resolution of all issues to the satisfaction of the clients.