Operations Team Lead

Interested candidates can share their resume - Jitendra.pandey@cotiviti.com

POSITION DESCRIPTION

JOB TITLE:

DEPARTMENT: Revenue (Operations)

REPORTS TO: Manager - Operations

PRINCIPLE PURPOSE OF JOB

The Team Lead has supervisory responsibility of the Audit Support Assistants on the appropriate team. Responsible for recommending, developing and implementing policies and processes that support the CCV Audit support and provider services along with document management process for the client and maintaining strong provider relations; manages Audit Support work to achieve goals; and monitors and ensures all activities performed are consistent with established company and audit guidelines. Effectively supervises assigned personnel, equipment operation and workflow. Successful performance in this position facilitates effectiveness of the audit, the quality of the results delivered, appropriate retention of records, and enhances the professional image and audit reputation of Cotiviti.

JOB RESPONSIBILITIES

• Operations Management:

Plans, schedules and coordinates the work of the department to achieve stated goals. Implements and utilizes metrics to monitor and ensure all activities are performed consistently within established company and audit guidelines. Effectively supervises assigned personnel, equipment operation and workflow.

• Provides Oversight Support:

Serves as team lead and/or escalation path for data center, clients, providers, auditors, audit managers, and others by providing leadership and direction in responding to complex inquiries and solving complex operational problems. Actively recommends system or process improvements or enhancements that will increase productivity, quality or cost containment.

• Provides Enhanced Collections Support and Analysis:

Provides expertise in collections support by reviewing, researching, investigating, negotiating and resolving issues for one or more accounts. Serves as a liaison between collectors, admin assistants, and auditors on complex issues and or dispute resolution, as indicated. Escalates sensitive issues to management, providing solutions as indicated.

• People Management:

Maintains efficient workflow by holding direct reports accountable for quality and efficiency of their work. Builds and maintains positive internal working relationships with all department employees by communicating in a professional manner. Provides visual and verbal support to team by remaining accessible and maximizing time on the floor on a daily basis communicating unavailability to staff in advance.

• Performance Management:

Provides guidance and effectively coaches employees to achieve desired results and overall performance, encouraging discussions for realistic achievement plans for long-term growth. Ensures all direct reports execute objectives by the use of a developmental plan/ninety (90) day plan and regular performance reviews; posting productivity, quality and deadline results. Maintains consistency in applying company and departmental policy decision by accurately and timely documenting employee files, including attendance, performance information, documented warnings, time off requests, coaching information, training information, etc.

• Leads Process Improvement Initiatives:

Assists with developing solutions to improve the collection administrative process.

• Meets or Exceeds Standards for Productivity:

Maintains productivity goals and standards set by the department. Ensures all department rules and processes are followed. Alerts manager of system issues or other issues impacting productivity and provides remediation in a timely manner.

• Meets or Exceeds Standards for Quality:

Achieves the expected level of quality set by the department. Verifies completeness and accuracy of work. Alerts manager of issues or concerns impacting quality of work.

ATTRIBUTES AND BEHAVIORS

• Develops and maintains positive working relationships with others.
• Shares ideas and information.
• Assists the team unprompted.
• Takes pride in the achievement of team objectives.
• Has credibility with team, peers and senior managers.
• Self-motivated driven to achieve results.
• Works with a sense of urgency.
• High customer service ethic is passionate about meeting customer as well as client expectations and improving service levels.
• Keeps pace with change – acquires knowledge/skills as the business evolves.
• Handles confidential information with sensitivity.

RELEVANT EXPERIENCE & EDUCATIONAL REQUIREMENTS

• Bachelor’s degree preferred
• Should have at least 2 years’ experience as Team Lead / people management experience
• At least 5 years customer support experience in handling voice projects for US based client
• Experience in US Healthcare preferred
• Proficiency of MS Office (Word, Excel & Powerpoint) required.
• Must be detail-oriented and flexible to work in a fast-paced, dynamic environment.
• Knowledge of QC tools is preferred