Competencies & Skills
- Knowledge of the function, process and systems.
- Ability to use the desktop computer systems
- Coaching and Feedback ability.
- Clear written and verbal communication.
- Medical knowledge and understanding of medical terminologies
Roles and Responsibilities
- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
- Provide coaching and feedback to team members to enable them to improve their performance.
- Assist new hires such that they are productive on the floor in the shortest possible time frame.
- Handle escalations and basis analytical skills
- Provide inputs on process and system to the team members.
- Client Interaction, where required at the level of Supervisors.
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Collect and provide data required for various audits.
Ensure that all agents in their process know their goals and how they are linked to the Organization's quality policy.
