Specialists in this role get to:
Keep management updated: Relay vital information in the form of timely and accurate reports.
Impact the bottom line: Produce quality audits and provide effective feedback to the users, based on accurate and meaningful data reports and analysis and / or keen observations.
Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction; provide coaching and feedback to CSRs.
Strengthen relationships: Establish and maintain communication with clients and / or team members; understand needs, resolve issues and meet expectations.
Take the lead: Monitor invoices / transactions / calls / logs as per defined sample plan and targets; report out any compliance cases and take necessary action; perform RCA and take corrective actions for defects identified during monitoring; drive quality awareness and improvement initiatives across program.
Qualifications:
Our most successful candidates have:
Be well experienced in US healthcare domain
Be able to work in a fast-paced environment
Have good working knowledge in MS Office applications
Be able to adjust quickly and smoothly to changing priorities, shift and strict deadlines
Have strong analytical skills; be able to interpret data, identify trends and make suggestions for improvements
Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
Have strong verbal and written communication skills; be able to communicate in a clear, constructive and professional manner
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