​ Experience

Overall Industry Experience of 12-18 years in outsourcing industry that may include operations, customer service, finance, insurance sectors for Health and Welfare Domain

Job Description

Work with health plan partners and providers to ensure all necessary documentation to begin research are received and notated on the customer’s account. Resolve customer needs or concerns related to: Submitting claims and appeal to the health plan and providers. Scheduling appointments. Transferring medical records. Coordinating the approval of medication changes and transfer to the pharmacy.

Full accountability for research and resolution of the customer’s issue including connecting them to additional benefits, resources, or programs. Save and log all customer documents in their file for record-keeping. Document all research and summarize calls in the case management system. Participate in ongoing training. Maintain Understanding of trained topics and processes. You may be asked to assist with additional tasks as needed.

The primary roles and responsibilities of Senior Manager are:

Overall accountable for delivering on Service level commitments.

Manages resource budgets associated with the scope of work. Makes key staffing decisions

Identify & establish Operational Excellence agenda

The individual should have the capability to handle multiple processes and drive results

Drive, Direct, Oversee and maintain efficient operation of multiple processes

Oversee and ensure process quality & controls, and training standards are maintained

Meet or exceed service expectations of our customers. Serve as a catalyst for positive change, infusing the organization with customer centric policies and service as a top priority

Guide and maintain highly collaborative environment with the team and organization

Consistently maintain high performing team which meets and exceeds performance objectives

Ensure performance management duties are carried out by the managers and team including setting goals, performance review, providing performance feedback, coaching and development of team members

The individual should be a model in living our core values and able to inspire the teams

Participate and provide high level inputs while devising strategy for planning, process development and business solutions

Engage closely with managers, leads and team members on day-to-day operations, to drive efficiency and maintain performance standards

Ensure the goals & targets are achieved from a team and individual perspective

Report metrics, monitor performance and implement continuous improvement plan

Collaborate and work closely with cross functional support team, senior management to drive performance efficiency and enhance employee engagement

Ensure roles, responsibilities, and direct accountabilities for staff are established

Ensure development plans are in place for new and incumbent staff to help them successfully carryout their job responsibilities.

Collaborate with process training team for training and program schedules

Accountable for multiple processes operating efficiency, effectiveness and productivity.

Collaborate and work with business process owners in the US on planning & governance

Act as back up for Vice President – Operations, when required

Skill & Knowledge

Strong collaboration and interpersonal skills

Excellent analytical, decision making, problem solving and negotiation skills

Highly effective verbal and written communication skills (English)

Team leadership; demonstrated ability to effectively manage people through tight deadlines and high pressure customer service oriented organization

Ability to connect retain staff and team across all levels

Confidence and skill to influence individuals at all levels of the organization

Knowledge of Customer Service or Blended backend process

Excellent people handling Skills

Excellent Communication Skills (Verbal + Written)

Problem Solving skills and detail orientation

Comfortable working with numbers and interpreting in diverse ways.

Excellent interpersonal skills and a team player

Focus on client service delivery routines and rhythms

Ability to understand client needs

Ability to present numbers / programs effectively aptly to address those needs.

Would be required to troubleshoot any client related problems within agreed timelines.

Ability to escalate any unforeseen issues to the SM with proposed solutions.

Responsible for delivering per service Level Agreements (SLA) and would act be first level of escalation.

Resource planning (Workload allocation and monitoring, staffing, process flow, delegating work to meet deliverables, tracking status of outstanding issues, and process improvement.

Responsible for maintaining attrition within specified limits.

Manages the team:

Leverages the talent / resources on the team to generate results

Monitors associate performance to ensure that results are achieved in an effective/efficient way

Conducts necessary performance management conversations with associates.

Educates, reinforces, and holds associates accountable for behaviors that support company's policies and guidelines.

Monitors, generates and acts upon performance / resource utilization Reports

Shifts: 6:30 PM – 3:30 AM

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: https://bit.ly/Alight_Benefits

DISCLAIMER:

Nothing in this job description restricts 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.

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About Alight Solutions

Alight is a leading cloud-based human capital technology and services provider that powers confident health, wealth and wellbeing decisions for 36 million people and dependents. Our Alight Worklife® platform combines data and analytics with a simple, seamless user experience. Supported by our global delivery capabilities, Alight Worklife is transforming the employee experience for people around the world. With personalized, data-driven health, wealth, pay and wellbeing insights, Alight brings people the security of better outcomes and peace of mind throughout life’s big moments and most important decisions. Learn how Alight unlocks growth for organizations of all sizes at alight.com .

Our values are the essence of who we are:

Champion people. We are empathetic and have created a place where everyone belongs. And we win together.

Grow with purpose. We are inspired by our higher calling. We fail forward and choose progress over perfection. We are brave, show grit and grow our whole selves.

Be Alight. We are a beacon that empowers others. We act with integrity and are real. And we find ways to add joy.

Our Colleague Experience

At Alight Solutions, we are reimaging how people and organizations thrive. To deliver on this purpose, we do things differently. From company leaders to our newest colleagues, we all play a role in bringing our values to life. Every colleague shapes how Alight can become better, stronger and brighter – together. With technology as our catalyst and humanity at our core, we advance each day toward a better future in work and life.

We understand the powerful human connections that create success for organizations. We bring an industry leader's expertise and a true partner's commitment to our benefits and administration solutions around health, wealth, HR, finance and consumer experience.

Are you interested in helping us shape the future of work and life for organizations, people and their families? If so, you've come to the right place.

Help us reimagine how people and organizations thrive!

Our story starts with a simple, universal truth: Every business is a people business. We are Alight Solutions. Reimagining how people and organizations thrive.

@AlightSolutions