Hybrid Lead Assistant Manager – Training, Clinical Training

at EXL

• Job title: Lead Assistant Manager – Training, Clinical Training
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Philippines

About the role

• Lead Assistant Manager in Clinical Training ensuring targets and SLA compliance. Manage claims lifecycle, quality control, and customer communication with a focus on satisfaction.

Responsibilities

• Ensure that the assigned targets in accordance with SLA are met
• Ensure that the quality of the transactions is in compliance with predefined parameters
• Ensure claim costs is controlled and leakage kept at a minimum
• Ensure accuracy of reserves and payments and manage lifecycle of claims
• Ensure adherence to Company Policies and Procedures
• Managing calls – both inbound and outbound as well as all other correspondence on claims
• Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
• Any other essential function that may occur from time to time as directed by the Supervisor

Requirements

• English language proficiency
• Previous international Voice experience
• Good Computer navigation skills
• Should be familiar with MS Office
• Possesses necessary knowledge of business concepts to effectively perform the job
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Responsible for handling high volumes of transactions.
• Effectively balances quality, timeliness and productivity standards
• Self-discipline
• Result orientation
• Adaptability
• Listening and comprehension skills
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multi task, prioritize and manage daily work activities

Benefits

• None stated