Associate Vice President – Healthcare
Delivery towards customer in liaison with Process Head
Meeting customer expectations and targets in terms of Contractual obligations.
Productivity /efficiency metrics proposals, implementation and follow-up
Administrative aspects including reporting, business reviews etc.
Development & implementation of strategies to ensure customer satisfaction & retention
Monitor project progress, identify and mitigate risks, and adjust strategies as needed
Plan & strategize Transformation Initiatives to meet customer expectations.
Managing Account EBITDA and P&L Margins
Knowledge of principles and processes for providing best in class customer support services
Should have exceptional leadership and mentorship abilities.
Knowledge of managing Healthcare Operations both Voice and Non-Voice channels
12+ years’ experience in Customer Service domain within minimum 5-6 years in Healthcare Domain with Knowledge in Complaints Handling and Compliance, Regulatory Issues.
Superior communication (oral, written), presentation, and interpersonal skills
Effective client management
Excellent decision-making skills.
Experienced in setting goals and driving objectives
Demonstrated ability to develop and implement process enhancements including technology and performance.
Graduate of any Discipline
Experience 12+ years
Knowledge and experience in US and Global Healthcare is an advantage
At least 10 years of BPO experience