Sagility is a global leader specializing in advanced technology and transformation-driven Business Process Management (BPM) services with deep expertise in the healthcare domain. With a workforce of over 25,000 employees across five countries, the company is dedicated to optimizing the entire member and patient experience. Its services span clinical support, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. The Senior Process Consultant plays a crucial role in driving team performance and profitability by implementing strategies that enhance client satisfaction and operational efficiency.
Key Responsibilities
Demonstrate a solid understanding of Revenue Cycle Management (RCM), particularly in Accounts Payable/Accounts Receivable (AP/AR) voice processes. Efficiently process claims, manage inbound and outbound calls, and take actions aligned with established process guidelines. Communicate fluently in the required language for the role, utilizing active listening and influencing skills to engage effectively with clients and team members. Apply strong reasoning and analytical skills to understand process requirements and resolve customer issues promptly. Maintain high customer satisfaction by adhering to turnaround times (TAT) and quality standards as per client Service Level Agreements (SLAs). Use company policies to determine whether customer concerns can be resolved immediately or need escalation to management. Accurately enter and update customer data within the company platform to ensure information is current and reliable. Handle multiple administrative and customer service tasks, including reviewing, investigating, adjusting, remitting, or denying claims in line with company policies. Demonstrate a commitment to customer satisfaction by making timely and accurate decisions. Support team growth by mentoring and coaching new members as required.
Required Qualifications
A graduate degree in any discipline is essential. Candidates should have 1-2 years of experience working in RCM AP/AR voice processes. Strong customer and client interaction skills are necessary, with the ability to manage escalations effectively. Experience in client advocacy and relationship management is highly valued. Proficiency in Microsoft Excel is required for compiling, collating, and summarizing data. Excellent verbal and written communication skills in English are mandatory. Candidates must possess good analytical and comprehension abilities. Basic computer skills, including typing and familiarity with MS Office applications, are expected. Understanding of telephone etiquette and professional communication standards is important for this role.
Preferred Qualifications and Additional Skills
Knowledge of US healthcare regulations such as ERISA, HIPAA, and State Mandates is preferred. Familiarity with process SLAs and awareness of ISO standards and Information Security Management Systems (ISMS) will be advantageous. A passion for continuous learning and process improvement is highly encouraged.
This position is based in Hyderabad, India, offering an exciting opportunity to join a dynamic team focused on delivering high-quality healthcare BPM services. The role emphasizes client satisfaction, strict adherence to processes, and collaborative teamwork, making it an excellent fit for professionals looking to advance their expertise in healthcare revenue cycle management.
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