Lead - Disability Case Manager Operations

Benefits

Additional Information

Our story At Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to "Be Alight." Our Values: Champion People - be empathetic and help create a place where everyone belongs. Grow with purpose - Be inspired by our higher calling of improving lives. Be Alight - act with integrity, be real and empower others. It's why we're so driven to connect passion with purpose. Our team's expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life. With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work. Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight. Learn more at careers.alight.com. (THE ROLE) Lead- Disability Case Manager Operations (T4) Role Description 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.