Assistant Manager - International Voice Process

Job Title: Assistant Manager – International Voice Process

As part of the Kavi India, the Assistant manager is responsible for overseeing daily operations within the team or department, ensuring high levels of service quality, managing performance, and supporting the team to meet organizational goals.

Responsibilities:

Lead and supervise a team of Claim Processing Executives ensuring they meet performance goals.

Monitor daily operations to ensure that service level agreements (SLAs) and key performance metrics (KPIs) are met.

Provide feedback, training, and performance coaching to team members to improve their skills, productivity, and morale.

Handle escalated customer issues or complaints, ensuring resolution and maintaining customer satisfaction.

Generate daily/weekly/monthly performance reports for senior management, identifying trends, areas for improvement, and process efficiencies.

Oversee the quality of service provided, ensuring adherence to internal processes and client standards.

Identify opportunities for process improvements and lead initiatives to enhance operational efficiency.

Work closely with other teams or departments, such as HR, Training, and IT, to ensure smooth workflows and resolution of any operational challenges.

Liaise with clients to ensure expectations are met and to relay any issues or feedback.

Assist in managing work schedules to ensure adequate coverage and timely resolution of issues.

Education:

A Bachelor's Degree required.

A Master's Degree is recommended.

Experience:

Minimum 4 to 5 years of experience

At least 2-3 years of experience in supervisory or team leadership roles.

Experience in the US Healthcare industry with billing & claims processing experience strongly desired. (preferably handled Voice Process)

Competent in MS Office Suite and Windows applications.

Skills and Prerequisites:

Must demonstrate exceptional interpersonal skills and exhibit an approachable nature to answer questions from CPEs / Sr.CPEs

Mentor and train people regularly.

Appropriately handle stress and interact cooperatively with others (at all levels of the organization).

Ability to work in a fast-paced environment.

Ability to resolve complex issues quickly and efficiently.

Effectively communicate issues/problems and results that impact timelines for project completion.

Ability to interact professionally at multiple levels within the organization.

Skills Required
Windows Applications, Ms Office Suite