Service Delivery Manager
2 weeks ago
About the Role:
Sutherland is seeking a highly skilled and experienced Associate Manager to join our Service Delivery team. As an Associate Manager, you will be responsible for overseeing customer deliverables, process maintenance and improvement, and people management.
Key Responsibilities:
- Relay vital information to management through timely and accurate reports.
- Develop and implement effective strategies based on data analysis and keen observations.
- Oversee and manage performance and service quality to guarantee customer satisfaction.
- Provide coaching and feedback to customer service representatives.
- Establish and maintain communication with clients and team members to understand needs, resolve issues, and meet expectations.
- Monitor work queues and emails to ensure timely resolution of issues.
- Perform root cause analysis and take corrective actions for defects identified during monitoring.
- Drive KPI improvement initiatives across programs.
- Focus on SLA to meet client satisfaction and meet shrinkage and attrition goals.
Requirements:
- Graduate or post-graduate degree with CPC/COC/CCS/CCS-P certification.
- Minimum 6-7 years of experience in medical coding with hands-on experience.
- Excellent attention to detail and ability to work in a fast-paced environment.
- Strong working knowledge of MS Office applications, including Word, Excel, and PowerPoint.
- Ability to adjust quickly to changing priorities and conditions.
- Strong analytical skills with ability to interpret data, identify trends, and make suggestions for improvements.
- Pro-active in developing trust and professional rapport with employees and team members.
- Strong verbal and written communication skills.
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