Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Operation Support (Quality)
Job title:
Quality Analyst
Job Description:
Performance Management
Responsible for monitoring in an objective fashion of all customer contact points. (Web, voice, e-mail, white mail)
Provides quantifiable data to all quality judgments that are made.
Works with Operations as an auditor as well as regulator of quality issues.
Responsible for evaluating customer surveyed calls, including but not limited to Detractor and Passive rated surveys
Evaluates surveyed calls based on customer survey verbatim and through call listening
Encodes evaluations in a central repository and summarizes/analyses results
Provide actionable insights to Operations based on the summary/ analysis done on the surveyed calls
Identify customer’s contact reasons and pain points/sentiments
Identify all controllable (people) and non-controllable (process & systems) opportunities
Call out any mismatch between survey verbatim and call listening
Responsible for reporting all behavior that does not conform to the Quality and CSAT standards set by the company and the account management.
Designs and implements reports to establish patterns and trends of Quality and CSAT issues as they may arise.
Provides coaching tips and materials to Operations to enhance product knowledge, system navigation and soft skills.
Works with Operations to develop incentive programs designed to improve center quality
Works with Training and Operations to provide trend reports to address any issues that need refresher training or that may be newly discovered
Conducts Calibration Sessions with the client and with Operations
Conducts product specific coaching sessions with the agents regarding trends and quality
Handles incoming calls and/or escalated calls and meets telephone productivity standards
Provides updated, accurate and timely reports as required to the Quality Lead/Manager
Follows other tasks and/or offline tasks assigned by the Quality Lead/Manager
People Management
Works with front line agents, Team leads and Managers in improving quality performance.
Develops and trains team members through coaching, providing work advice and motivation.
Process Improvement
Drive continuous improvement onsite and throughout the investigations via cross-functional teams and working with key stakeholders.
Manage Diet Six Sigma/Lean Projects associated with product and process improvement activities.
Help develop, foster, and drive a culture of lean Six Sigma throughout the company.
Provides input and feedback to key leadership positions about process improvement opportunities specific to all parts of the organization.
Works to identify key gaps within the different functions and leads the transformation of existing processes in terms of capability and maturity utilizing Lean Six Sigma.
Maximize revenue and measure costs for group
Technical
Review and approve process and QC documentation to release processes for distribution Manage Change Controls and Administer Change Control System.
Act as quality approver for documents requiring approval from a quality representative.
Manage and provide internal SOP and ISO compliance training. Coordinate training across departments. Maintain training databases, and ensure that employees training records are up to date. Ensure new employees are trained on SOPs per specific job function.
Ensure that appropriate records are properly controlled. Manage the proper storage and filing of controlled documents.
General Safety and Security
Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).
Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.
Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) – For Healthcare Accounts
With Moderate Competency Level in ff.:
Communication Skills (Spoken & Written)
Customer Service Orientation
Computer Literacy
Sense of Urgency
Working in Interpersonal Skills
Work Organization
Thriving in Change
Strategic Capability
Coaching
Performance Management
Discipline Management
Conflict Management
Fiscal Management
Nursing Management
With Expert Competency Level in ff.:
Utilization Management
Process Improvement
Job Knowledge
Change Management
Planning, Organizing, Controlling
Problem Solving
Presentation Skills
Passion for Excellence
Business Acumen
Facilitation Skills
People Management / Team Orientation
Drive for Results / Execution
Expertise / Analytical Skills
Reports to:
Quality Lead / Associate Manager / Manager to Senior Manager / Senior Manager to Director / Senior Director
Supervises:
Analyst / Team Leads / Supervisor to Associate Manager / Manager Associate Manager / Manager to Senior Manager / Director / Senior Director
Education and/or Experience:
Graduate of Allied Health Sciences is required.
Regular and certified employees in the current role (M01)
Work at Home:
Ability to create and follow business plans
Time management skills
Be reliable and responsible
Organizational skills
Willingness to seek help and ask questions
Adaptability and Flexibility
Self-Motivated
Technically proficient
Ability to work independently
Proactive
Ability to work as part of a virtual team
Strong written and verbal communication skills
Reliable home office equipment and internet connectivity
Excellent problem-solving skills
Ability to work with little supervision
Strong work ethic; Integrity
Location:
Quezon City, Bridgetowne ZetaPhilippines
What We Do
Sagility is a U.S.-based, tech-enabled healthcare business process management company that supports payers, providers, and their partners to deliver best-in-class operations, enhance the member and provider experience, improve the quality of care and promote health equity all while delivering cost-effective healthcare financial and clinical outcomes.
Sagility Technologies uses a holistic consulting approach to identify the root causes of healthcare payer and provider pain points, analyze the issues, and provide a complete solution that encompasses people, process, and technology platform improvements. Equipped with a strategic solutions mindset, our core focus is on what most benefits the client. Combining healthcare operations and technology experience with advanced UI, UX, and analytics expertise, we develop and deploy customized solutions for our client’s business. Additionally, with our extensive global resources and facilities, we provide the best service/price ratio for any service outsourcing needs.
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