Job Description

Role/ Responsibilities

• Serves as a content model expert and mentor to the team regarding practice standards, quality of interventions, problem resolution and critical thinking
• Monitor transactions with an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Assist new hires such that they are productive on the floor in the shortest possible time frame
• Provides 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.

• Oversee and manage day-to-day operations to ensure all metrics are met, revenue are maximized and monitor team performance as per agreed KPIs
• Communicates productivity expectations, balance workload (e.g., daily team meetings to discuss new updates), monitor efficiency and initiate control measures to minimize variances in workload over time
• Monitor transactions with 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
• Ensures the team's understanding and use of information system capability and functionality
• Provide inputs on process and system to the team members.
• Articulate performance expectations and team objectives while collecting and interpreting balanced measure to evaluate individual staff and team performance
• Ensures compliance with internal policies and procedures, external regulations and information security standards
• Establish an environment and work style that promotes the concept of teamwork, cross product integration, and continuum of care thinking that results in strong performance

• Ability to work in a continually challenging environment
• Good written and verbal communication skills
• Good leadership skills
• Customer Service oriented
• Quality oriented
• Empathy for effective on the job coaching and feedback
• Understanding of end-to-end processes and appreciation of critical parameters

• Registered nurse with at least 1 year of clinical and/or UM experience
• Ability to interpret assignments and understand department strategy
• Adaptable with the ability to thrive in a fast paced environment with strong attention to detail
• Capacity to multi-task, including use of multiple computer applications simultaneously
• Effective verbal and listening communication skills
• Experience making decisions and working independently with little supervision
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences