What are the responsibilities and job description for the Subject Matter Expert - Insurance Claims position at Sutherland Global?
Company Description :
You are joining Sutherland Global Services, a global business transformation company offering an integrated set of back-office and customer service support services.
Increase your chances of an interview by reading the following overview of this role before making an application.
One of the largest, independent process transformation companies in the world, Sutherland serves marquee clients in major industry verticals. With our head office in Rochester, New York, USA, Sutherland spans 60 locations across 19 countries supporting 8 industries, focusing on delivering results that businesses can see, resulting in improved experiences that their customers can feel.
As a SME, you will be the designated technical expert for a team of 20-23 consultants who will carry out the following tasks :
Patient Care : Coordinating cases from multiple providers and helping injured patients who may not be able to manage their care on their own.
Manage administrative responsibilities : Helping patients with tasks like scheduling transportation, intake, paying medical bills, arranging translation services (care coordinator activities).
Transportation & Language (T&L) - Voice & Back office and work on scheduling, such as transportation of injured workers, physiotherapy, wheelchair, talking to third parties, etc.
Job Description :
KEY RESPONSIBILITIES OF THE SME
Empower the Work : Create and facilitate Huddle Sessions to equip staff with fundamental skills and knowledge.
Conduct BQM / Remedial training for the folks in nesting. Also conduct floor interventions for BQ teams.
Strengthen relationships : Establish and maintain communication with clients and / or team members; understand needs, resolve issues, and meet expectations.
Take the lead : Deliver new hire training for the business, ensuring a good learning experience for the new hires, equipping them with the relevant skill set to meet production goals from the first month post-nesting. Partner with quality and training manager to identify skill and knowledge gaps that lead to an unstable performance trend. Work with the training manager to prepare training content to run a BQ intervention for the business and cater the learning via the update management process and new launches.
Support the team with complex queries and fill out accurate reports.
Support the team manager and ensure the team delivers against key service level metrics while creating value for clients by impacting business outcomes.
Handle phone calls and transactions for the program.
Supervise and coach learners in nesting & BQM type environments.
Coach and give feedback to trainees to help them fulfill performance metrics.
Qualifications :
MINIMUM QUALIFICATIONS :
Minimum 24 months of healthcare / workers comp experience managing customer-facing accounts, preferably managing processes such as intake, scheduling, credentialing, and medical bill reviews.
Excellent Data Mining skills.
Ability to think outside of traditional roles to evaluate business implications.
Ability to interpret data, identify trends, and make suggestions for improvements.
Strong verbal and written communication skills; able to communicate in a clear, constructive, and professional manner.
Demonstrated leadership skills; able to take the lead in making improvements and resolving issues.
Experience in blended operations which involve back-office work, making outbound, and receiving inbound calls.
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