Job Title: Workforce Management (WFM) Lead Location: Kochi Reports To: Manager – BI Work Type: Full-Time Department: Business Intelligence – WFM Job Overview: We are seeking a skilled and detail-oriented WFM Lead with proven experience in VBA Macros and solid background in BPO operations. Exposure to the healthcare domain will be an added advantage. The candidate will be responsible for workforce forecasting, scheduling, real-time analysis, and automation efforts within a healthcare delivery setup, helping to ensure optimal performance, compliance, and service excellence. Key Responsibilities: • Workforce Management & Planning: o Develop and maintain short-term and long-term forecasts based on historical healthcare volume. o Perform real-time monitoring and intraday analysis to optimize staffing levels and meet TATs, and productivity targets. o Conduct variance analysis between forecasts and actuals; initiate capacity adjustments and process improvement recommendations. Analyze forecast vs. actual variances and initiate corrective measures o Align workforce strategies with management expectations and process KPIs. o Prepare and deliver daily/weekly/monthly reports and dashboards to stakeholders. • VBA Macros & Automation: o Design, build, and maintain VBA Macro-enabled tools for automating workforce and operations reporting in Excel and Access. o Automate tasks such as schedule generation, capacity utilization reports, attendance trackers, and performance dashboards. o Integrate macros with healthcare datasets to streamline WFM processes. o Troubleshoot and enhance existing macros for greater reliability and scalability. o Develop clear documentation and user guides for macro-enabled tools. • Healthcare Domain Exposure: o Understand and apply healthcare operational metrics including Claims Process TATs, AHT, Denial Rates, SLAs o Ensure WFM practices align with healthcare regulatory standards such as HIPAA and CMS guidelines. o Collaborate with healthcare process owners to align staffing with patient/member needs. o Provide operational support across healthcare verticals like payer services, clinical coordination, and RCM. • Leadership & Stakeholder Collaboration: o Act as a liaison between WFM, Operations, Quality, and IT teams. o Provide mentoring to junior analysts. o Drive continuous improvement through automation and analytics. o Participate in business reviews and capacity planning meetings. Qualifications & Experience: • Bachelor’s degree or in a related field (or equivalent experience). • Minimum 4 – 7 years of experience in Workforce Management, with at least 2+ years in a healthcare BPO/KPO or clinical support setting. • Should be Lead for minimum 1 year on papers. • Proven expertise in VBA Macros development and Excel automation. • Exposure to healthcare operations such as claims processing, provider/member support, or clinical documentation. Technical Skills: • Advanced Excel and VBA Macro programming. • Strong data handling and reporting skills. • Familiarity with WFM platforms. • Knowledge of Power BI, SQL, MS Access, or Python is a plus. Working Conditions: • Full-time position and Only Work from Office • Should be from BPO / Healthcare Industry Show more Show less

REQUIREMENTS • Strong communication and interpersonal skills. • Minimum 2 years of experience in AR Calling or Medical Billing. • Expertise in managing US healthcare claims and insurance processes. • Detail-oriented with a focus on accuracy. WHAT WE OFFER: • Competitive salary. • A collaborative and supportive work environment. • Professional growth and learning. Show more Show less

Position Overview: The Non-Clinical Intake Coordinator plays a vital role in managing the intake process for home health and hospice patients. This position requires meticulous attention to detail and strong communication skills, ensuring patients receive the appropriate services while maintaining compliance with insurance requirements and company policies. Key Responsibilities: Referral Management: Monitor and maintain the Excel file containing referral information for home health and hospice patients. Patient Chart Creation: Create and update patient charts in MatrixCare promptly and accurately. Case Manager Follow-Up: Contact case managers to obtain discharge dates missing from referrals or orders. Eligibility Verification: Check patient eligibility for home health and hospice services via insurance portals. Ensure that insurance coverage is in-network with the service provider and verify that the patient’s address is in Connecticut. If the address is not in Connecticut, consult with the patient regarding the possibility of changing it with their insurance provider and inform them of the 24-48 hour processing time. Insurance Communication: Communicate any out-of-pocket costs to patients if their insurance meets eligibility criteria. Print and attach insurance eligibility and benefits documentation in the patient’s chart in the MatrixCare. Physician Coordination: Call the primary care physician listed in the referral/order. If the physician declines to sign home health orders, inquire whether the patient has another physician who can authorize the orders. For cancer patients, confirm if the oncologist is willing to sign all necessary documents for the entire episode of care. Welcome Call Duties: Confirm the patient’s address and phone number for scheduling the SOC (Start of Care) visit. Verify if the patient can sign documents independently. Assess the patient’s homebound status; if the patient is not homebound and has commercial or Medicare insurance, inform them that intake can only proceed if they have Medicaid coverage. For patients who can drive and perform daily activities, confirm that they do not meet homebound criteria and advise them to contact the private duty nursing department. If the patient cannot be accepted, notify the sales representative and the referral source. Document all information in MatrixCare after the welcome call.

EQUIREMENTS • Strong communication and interpersonal skills. • Minimum 2 years of experience in AR Calling or Medical Billing. • Expertise in managing US healthcare claims and insurance processes. • Detail-oriented with a focus on accuracy. WHAT WE OFFER: • Competitive salary. • A collaborative and supportive work environment. • Professional growth and learning.

The Authorization Specialist plays a crucial role in ensuring timely and accurate authorizations for home health and hospice care services. You will be responsible for coordinating patient eligibility verification, managing authorizations, and maintaining comprehensive communication with clinicians, intake coordinators, and insurance providers. In the Authorization Process, your key responsibilities will include reviewing referrals to check for home health and hospice referrals with scheduled Start of Care (SOC) dates in the Excel file. You will access and pull the patient's chart in MatrixCare for further verification. Confirming patient eligibility for home health or hospice services by verifying active insurance plans and ensuring the service provider is in-network with the insurance provider will also be part of your tasks. Printing patient eligibility and benefits from the insurance portal and attaching it to the patient's chart in MatrixCare will be essential. You will need to wait for patient confirmation before obtaining authorization and tag the patient as admitted if the patient agrees and has a scheduled SOC. Verifying if there is a plotted visit on the patient's profile and refraining from requesting authorization if none is found will be required. Additionally, reviewing communication logs for notes from intake coordinators regarding authorization requests prior to requesting authorization and checking for re-authorization needs if new orders for continued care are received will be part of your responsibilities. In terms of Documentation and Record Keeping, you will upload Clinical Documents such as SOC OASIS, Plan of Care (POC), and Evaluation/Visit Notes into the patient's chart in MatrixCare. Leaving a detailed note in MatrixCare outlining the actions taken regarding authorization and inputting the authorization number, policy number, effective date (SOC date), and your name in the authorization details section to confirm the handling of authorization concerns will also be crucial. For Auditing and Monitoring, you will conduct daily audits of patient calendars to compare authorized visits against requested visits. Regularly monitoring emails and faxes for relevant communications and documentation will be necessary. Additionally, uploading any additional clinical information received from clinicians, referral sources, or facilities where the patient was discharged and requesting clinical documents and POC by email from the assigned supervisor or nurse as necessary will be part of your role. Emailing clinicians to prompt the closure of notes to facilitate authorization requests will also be part of your responsibilities.,