**Not Applicable**
**Qualification**:
Post Graduate (preferably MBA)
- For Philippines Minimum 34 year college degree preferably related to medical field ( as mandated by the project ).
- For NA Graduate/MBA/ MCA/BCA/Btech.
**Responsibility**:
**Business / Customer**:
- Ensure high level of customer satisfaction through seamless delivery.
- Coordinate with the Clients and update the regular workflow/status of deliverables/Dashboards.
- Certify controls laid down by the business to ensure successful audit by client and external party.
- Communicate with the customer on a regular basis to discuss operational issues and Critical to Quality (CTQ) delivery and to build rapport with the customer Monthly/Quarterly Business reviews with the client.
- Manage customer relationships through regular communication with clients.
- Manage and resolve escalations and issues raised by customers.
- Prepare and report process performance metrics to stakeholders.
- Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.
- Analyze customer feedback at desired intervals and initiate ways to improve the score.
- Account Mining Proactively identify opportunities for additional business with customer.
- Adopt best practices from other processes/ verticals etc.
- Share value addition and best practices across teams.
- Identify & Optimize key cost drivers.
- Identify opportunities for Growth.
- Participate in management discussions (Governance discussion, Management forums with customer).
- Effective forward planning in terms of process delivery, people & client engagement.
- Manage Service Level Agreements / metrics as agreed upon with the client.
**For Medical Management and Provider Services**:
- Identify and escalate critical issues proactively and also act on those issues accordingly.
**For Claims and RCM**:
- Optimize process performance to create value for customer through optimum use of quality tools.
**For Claims, Provider Services, RCM and Member Services**:
- Deliver on Financial goals for the business - CP.
**For NA**:
- Follows customer profitability practices such as Cost optimization methods, productivity & quality benchmarking, periodic target revision etc.
- Ensure tracking and collating of Quality (internal, external & client facing) data is performed accurately through BPS Quality Report.
- Focused on quality that strives for perfection through Six Sigma, Lean concepts etc.
- Should be able to forecast BCP readiness & work in accordance to manage & document.
- Anticipate issues and needs of the customer related to the project and address them proactively.
- thereby help achieve CSS targets.
**Project / Process**:
- Sponsor/Champion process improvement projects to improve process efficiencies.
- Work with support functions to enable infrastructure support to team and ensure zero downtime.
- Resource utilization and scheduling of end to end work.
- Prepare for infrastructure and other growth related requirements while working with the PMO team.
- Review documentation and knowledge transfer as per the project plan.
- Plan for resources based on volume projection and current available head count and allocate responsibilities.
- Ensure timely forecasting is done to meet the future resourcing requirements.
- Oversee and support the transition of processes to Cognizant.
- Encourage cross functional interaction to be able to solve issues quickly.
**For Provider Services**:
- Adopt and implement organization initiatives like 'Best in Class', Pinnacle, Innovation programs etc.
- Adopt and replicate best practices from other engagements in SBU and organization.
- Update leadership on key risks in the engagement.
- Enable risk assessment and establish mitigation plan.
- Responsible for proactively managing costs to achieve and exceed profitability targets.
- Review process audit findings and take corrective action to prevent negative results.
**For NA**:
- Drive awareness sessions on Innovation & Process Improvement.
- Identify cost optimization opportunities.
- Ensure adherence to Quality norms and processes.
- Perform checks to ensure that the process adheres to the guidelines and market standard prescribed (SOX, etc).
- Adhere to Organizational policies and procedures.
- Share best practices within the SBU and Organization.
- Adopt and implement organization initiatives like 'Best in Class', Pinnacle, Innovation programs etc.
- Update leadership on key risks in the engagement.
- Accountable for Service Delivery of the account.
- Enable risk assessment and establish mitigation plan.
- Responsible for proactively managing costs to achieve and exceed profitability targets.
- Responsible for overall billing and invoicing.
- Review process audit findings and take corrective action to prevent negative results.
**People / Team**:
- Guide and mentor team members and front line managers from a process & technical perspective to ensure delivery of SLAs