Assistant Manager – Quality Assurance – Healthcare – Mumbai

Are you a meticulous person with strong analytical skills? Passionate about ensuring exceptional customer service quality and performance? If you possess an in-depth understanding of complex US healthcare processes and have experience handling a US healthcare account continuously, join our team as an Assistant Manager – Quality Assurance in Mumbai and thrive in a collaborative and growth-centric environment.

Job Description

Specific Duties and Responsibilities

• Conduct audits on new and existing staff to ensure adherence to applicable US Healthcare industry regulations and concepts.
• Possess a comprehensive understanding of compliance in the US Healthcare industry, including RCM, Payer, and Provider regulations.
• Provide coaching and feedback to staff based on audit findings, utilizing proven improvement methodologies.
• Listen to and evaluate call recordings for various programs to verify the accuracy of information provided to callers.
• Maintain a thorough understanding of assigned programs and their compliance requirements.
• Document audit findings on client-specific QA Score Cards, clearly explaining conclusions.
• Prepare weekly and monthly summary reports to Client Services detailing monitoring activities for each program.
• Ensure that each agent assigned to a program undergoes monthly monitoring as per the quality assurance checklist.
• Participate in weekly calibration calls for assigned programs and deliver Quality Assurance reviews and feedback to team members.
• Collaborate effectively with peers and other personnel to positively impact joint activities, projects, or events.
• Adapt to evolving company and client requirements and serve as a subject matter expert and Supervisor for the customer support team as needed.
• Work closely with other quality teams belonging to the client and the organization. To ensure strong product knowledge across all healthcare projects.

Job Requirements

Qualifications:

• Prefer at least 24 months of continuous experience on healthcare accounts (US International) projects.
• Must have independently managed and handled US clients.
• Demonstrate excellent interpersonal skills and the ability to interact effectively with individuals within and outside their projects.
• Exhibit a desire to help others and remain composed and professional during peak periods and stressful situations.
• Demonstrate balancing multiple priorities, meeting deadlines, and working a flexible schedule.
• Possess basic proficiency in using Microsoft Office applications.
• Must be willing to attend on-location training to accept this position.
• Previous experience as a Quality Analyst is necessary for this role.

Disclaimer

The above statements describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of the personnel so classified. All personnel may be required to perform duties outside of their typical responsibilities from time to time, as needed.

Why Join Fusion CX in Mumbai:

Careers at Fusion CX in Mumbai offers an enthusiastic and high-octane environment perfect for deepening your expertise, empowering your peers, and collaborating across teams to shape your future. Experience the competitive benefits, opportunities for growth, and learning new skills and expertise, as well as vibrant Mumbai with us joining as the Assistant Manager – Quality Assurance. Apply now!