Process Consultant

Sagility is a global leader combining advanced technology and transformation-driven BPM services with extensive healthcare domain expertise. With over 25,000 employees across five countries, Sagility focuses on optimizing the entire member and patient experience. Their service offerings span clinical and case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. The Process Consultant role is designed to support team performance and profitability by executing action plans that enhance and sustain client satisfaction.

Key Responsibilities:
- Apply foundational knowledge of Revenue Cycle Management (RCM) focusing on Accounts Payable/Accounts Receivable (AP/AR) through voice-based interactions.
- Handle incoming and outgoing calls related to claims processing, ensuring actions align with established process guidelines.
- Maintain high customer satisfaction by adhering to turnaround times (TAT) and quality standards as per client Service Level Agreements (SLAs).
- Manage client escalations effectively and advocate for client needs while following company policies.
- Use strong reasoning and analytical skills to investigate, review, and resolve customer issues, including claim adjustments, remittances, or denials.
- Input and update customer data accurately in the company’s platform to ensure records are current.
- Demonstrate active listening and effective communication skills to comprehend process requirements and respond appropriately.
- Make quick, accurate decisions within professional standards and established procedures, escalating issues to management when necessary.
- Mentor and coach new team members as required to support their development and integration.
- Exhibit a passion for learning and the ability to influence outcomes positively within the team and client interactions.

Required Qualifications:
- Any graduate degree.
- 1-2 years of experience in RCM AP/AR with voice-based customer interaction.
- Exceptional customer and client interaction skills, including managing escalations and client advocacy.
- Proficiency in Microsoft Excel for compiling, collating, and summarizing data.
- Strong communication skills in English, with fluency appropriate to the function or location.
- Good analytical and comprehension abilities.
- Basic computer skills including typing and MS Office usage.
- Ability to listen actively and understand process requirements thoroughly.

Preferred Qualifications and Additional Skills:
- Familiarity with US healthcare regulations such as ERISA, HIPAA, and State Mandates.
- Understanding of process SLAs and awareness of standards like ISO and ISMS.
- Professional telephone etiquette.
- Commitment to customer satisfaction and the ability to make sound decisions quickly.

This position is based in Hyderabad, India, and offers an opportunity to work within a dynamic healthcare BPM environment, contributing to meaningful client outcomes and continuous personal growth.