De030287 - service Delivery Ops Associate Manager

Service Delivery Ops Associate Manager

Position Title: Service Delivery Ops Associate Manager

Work Setup: Hybrid

Responsibilities:

• Works with Operations Leads, assumes accountability for results of work to both Accenture and client.

• Responsible for medium-term planning, objective setting, and development of new procedures and reporting within area of responsibility.

• Contributes broad and deep knowledge in areas of functional or business specialization across a broad operational framework/range of projects.

• Required to act as effective stand-in for immediate manager on operational direction of complex or large function or project, or medium size unit within stable mature operation, or key element of volatile environment.

• Provides and assists in the implementation of business-focused solutions within time/cost constraints. May participate in business development opportunities and communicate them to senior management. Required to provide valuable contribution in communication of strategy, initiatives, local plans, and performance metrics across own area of responsibility. Required to develop business and industry acumen, and to use this knowledge to initiate and/or develop client relationships. Self-directed within broad goals and strategic direction in satisfying organization or client objectives.

• Accountable for developing and managing key internal/external client relationships across spheres of influence, including situations in which no relationship previously existed. Responsible for client satisfaction in area of responsibility, against service level agreement, for the achievement of key performance indicators/project milestones. Demonstrates thorough understanding of client relationships/business practice.

• Studies and analyze VOC (Voice of customer) trend and customer feedback and work towards improving performance.

• Leverages data & analytical tools to enable business decisions for improving performance.

• Demonstrates operational leadership by providing and/or overseeing analysis of business challenges and promoting interdepartmental collaboration and facilitation of solutions.

• Daily performance tracking is ongoing; daily, weekly and month-to-date performance of all associates are readily available.

• Schedules 1x1 coaching sessions in advance and coaching documentation is accomplished within the appropriate time frame.

• Derives data from client system and looks at current inventory levels to establish action items.

• Reviews quality data (client audits and desk level audits) and analyzes root causes with team for action planning.

• Drives 100% completion of goal setting for all associates at the start of the fiscal year in compliance with the performance achievement process.

• Forecasts associates who are flagged for enrolment to Performance Improvement Plan (PIP) and should have supporting data ready (performance, qualitative as well as coaching documentation).

• Meets or exceeds all performance metrics. Responsible for associates' and Team Leads' production and quality targets.

• Oversees and coordinates special projects as needed.

Others:

Project Shift Schedule: Night Shift

Project Rest Day: Weekends Off

Project/Team Location: Taguig Uptown Bonifacio Tower 3

Skills and Qualifications:

• With medical coding experience

• 3 years of supervisory role

• Certified medical coder

• Excellent written and verbal communication skills in English

• Proficiency in Microsoft products with the ability to learn additional computer programs.

• Good understanding of phone etiquette

• Basic understanding of ICD-9, ICD-10, and CPT codes

• Knowledge in Telephony Systems & Technology

• Demonstrated success in leading cross-functional teams, resolving performance issues, and driving continuous improvement

medical coding, RSA and insurance, as well as, acute care clinical experience