Omega Healthcare - Manager - Customer Support

- Meet all Client Service Level Agreements (deliverable)

- Ensure the team understands client specific training requirements / needs etc.

- Analyze performance results of the team and implement process improvements

- Determine appropriate staff levels and implement strategies to ensure efficient operations

- Work with support departments to ensure staffing strategies are effectively executed

- Support the data collection for billing process, billable/non-billable hours & preparation of Invoice

- Hold team meetings on a regular basis with direct reports.

- Communicate all process and client updates to direct reports within specific timelines and keep record for such updates

- Act as single point contact for the Managers for all their client and team members related needs and create a harmonious work environment

- Escalate performance related issues with respect to his TL's to DGM on a timely manner.

- Escalate client complaints to DGM and resolve escalated customer issues.

- Performs any other duty assigned by DGM

- Act as authorized person for sanctioning leave thru ERP

- Responsible for day-to-day functional supervision of each team, including productivity of the team, quality %, track absenteeism of the team and encourage team managers to complete performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements.

- Ensure that the team's adherence to QMS and ISMS standards.

Required Candidate profile :

- Minimum of 7.5 years of professional and relevant experience & 5 years of people management & project management Experience.

- Experience of Provider side RCM as well as Patient support services would be an added advantage.

- Staffing, Succession planning, training and cross training.

- Should be very strong in AR process & end to end RCM process.

- Excelled in Client handling.

- To use resources to optimum level for achieving targets and productivity.

- To ensure client satisfaction by the delivery of quality services and quality products.

- To review reports and take corrective steps to strengthen the productivity / people.

- To appraise the performance of the team members at the regular intervals.

- To identify the training needs of subordinates.

- To maintain the discipline at Production floor.

- Process level audits are to be performed to meet the client requirement.

- Train / Mentor the Leads on the quality concepts and identify the improvement areas.

- Facilitate and implement process improvement ideas to improve efficiency.

- Build strong partnership with customers to ensure operational cohesion and effective foundation for future growth

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