Lead– Disability Case Manager Operations

Lead– Disability Case Manager Operations (T4)

The Process Lead is a domain expert who is responsible for operational performance, including meeting and exceeding contractual performance standards for the respective services. The colleague would be responsible for delivering timely and accurate customer service through any/any/all the mediums i.e. on phone, web chat. The disability Case Manager post Go-Live/Certification is required to be an efficient communicator who is well versed with tools, domains, client plans and provisions. He/she reports to the assistant manager and may be aligned to one or multiple clients across various domains. She/he is required to effectively communicate complex client plans and provisions aimed at driving first call resolution. She/he is expected to provide effective solutions within the scope of defined client plans and provisions helping the participants make an informed decision. This position may facilitate- transition of new work / process, synergize with various upstream and downstream processes to identify opportunities for reducing nonvalue ads and handoffs, work on short term assignments with significant degree of domain expertise and fair understanding of delivering ad-hoc projects.

Key Responsibilities:

• 70% of production time to be spent logged in on calls
• 30% of production time to review claims and take required action
• Assist in setting the team's daily objectives, training fresh staff members, and motivating them to perform efficiently.
• Root Cause Analysis of Client Performance Issues with ongoing control mechanism.
• Mentoring as per any process updates received from the client's side and to ensure that this knowledge has properly been passed on to all team members.
• Build out our operational excellence capabilities to drive process improvements and process documentation (SME Expertise)
• Lead Adhoc projects and cascade queries to the manager and responsible for Team Collaboration
• Act as a change catalyst, support colleague engagement by enabling a positive environment and improve quality and existing processes
• Ability to innovate with new ideas for continuous process improvement. Identify, share and support operational enhancements.
• Transitions & Mentoring – Actively involved in knowledge transfer and process set-up
• Work with US counterparts / client teams for –
  • Transition of new work
  • SOP updates
  • SOP Writing / conversion
  • Domain Level Improvements
  • Tools / systems transition
  • Any other Adhoc / shared project
• To establish and analyze trends out of day-to-day transactions and involve peers / onshore counterparts.
• Ability to develop dashboard & measures to proactively manage multi- client level impacts and share with the appropriate audience as per expected schedules

Eligibility & Knowledge:

• Graduate in listed discipline BA, B.Com, BCA (No Gaps / Failure throughout Graduation)
• Overall, 8 and above years of work experience for international customer service "voice"
• Claim adjudication (Disability) experience is required
• Ability to work evening/night shifts; rotational shift b/w 5:00 PM to 6:00 AM IST
• 7 days working with 2 rostered weekly offs
• Excellent verbal and written communication skills with least grammatical errors
• Knowledge of Absence platform will be a value add
• Sound domain expertise required
• Enhanced knowledge on SOPs & procedures for aligned processes.

Personal Attributes:

• Ability to extract information with apt precision and shorter timelines and communicate to others.
• Ability to navigate, research, and utilize processing guidelines.
• Strong problem-solving skills through effective calibration of inputs.
• Strong Numerical ability…Needs to be a role model for peers.
• Ability to innovate with new ideas for continuous process improvement.
• Ability to work in a team-oriented, collaborative environment…proactive help offering as needed.
• Strong Analytical ability.
• Quick learner with attention to detail.

Benefits:

We offer programs and plans for a healthy mind, body, wallet and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight's employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion:

Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement:

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country:

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities, including but not limited to subsidiaries, partners, or purchasers of Alight business units.