Sutherland

Global BPO providing customer lifecycle management

Associate Manager - Service Delivery

Clinical Support & Patient AdministrationUpdated on Nov 11

Full-timeTaguig, Metro Manila, PhilippinesNo salary listedRemote

About the Job

Requirements

Have a graduate or postgraduate qualification and CPC, COC, CCS, or CCS-P certification by AAPC or AHIMA.
Have a minimum of 6–7 years of hands-on medical coding experience.
Be attentive to detail and able to work in a fast-paced environment.
Have working knowledge of Microsoft Word, Excel, and PowerPoint.
Adjust quickly and smoothly to changing priorities and conditions.
Interpret data, identify trends, and suggest improvements.
Have strong analytical skills to interpret data, identify trends, and suggest improvements.
Develop trust and professional rapport with employees and team members and work as part of a team.
Have strong verbal and written communication skills and communicate clearly, constructively, and professionally.

Responsibilities

Relay vital information through timely and accurate reports to keep management updated.
Produce effective strategies based on accurate and meaningful data reports, analysis, and observations.
Oversee and manage performance and service quality to ensure customer satisfaction, and provide coaching and feedback to customer service representatives.
Establish and maintain communication with clients and team members, understand their needs, resolve issues, and meet expectations.
Monitor work queues and emails according to defined sample plans and targets; report outages and take necessary action.
Perform root cause analysis and take corrective actions for defects identified during monitoring.
Drive key performance indicator improvement initiatives across the program.
Focus on service-level agreements to meet client satisfaction targets.
Meet company targets for shrinkage and attrition.
Participate in self-development and team development.

Job Description

Associate Managers in this role get to: Keep Management Updated: Relay vital information in the form of timely and accurate reports. Impact the Bottom Line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations. Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction; provide coaching and feedback to CSRs. Strengthen Relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations. Take the Lead: Monitor Work queues/e-mails as per defined sample plan and targets; report out any outage and take necessary action; perform RCA and take corrective actions for defects identified during monitoring; drive KPI improvement initiatives across program; focus on SLA to meet the client satisfaction; to be able to meet the Shrinkage and Attrition goal set by the company; to be self-motivated to involve in self and team development.

Qualifications

Our most successful candidates will have: - Required Qualification: Graduate/post-graduate with CPC/COC/CCS/CCS-P Certification by AAPC/AHIMA - Overall Years of Experience and required Skill Sets: Minimum 6-7 years with hands on medical coding - Be attentive to details - Be able to work in a fast-paced environment - Have good working knowledge in MS Office applications: Word, excel, & PPT - Be able to adjust quickly and smoothly to changing priorities and conditions - Have ability to interpret data, identify trends, and make suggestions for improvements - Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements - Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player - Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner

Additional Information

All your information will be kept confidential according to EEO guidelines.

About the Company

Sutherland

Global BPO providing customer lifecycle management

Sutherland provides business process outsourcing that manages the entire customer lifecycle for clients, including customer support, sales, and related operations across multiple industries. It combines process consulting with outsourced delivery, using end-to-end services that mix human agents with digital tools such as AI and analytics across a global delivery network. It differentiates itself through long-term private ownership that supports steady growth and an integrated approach across technology, telecom, financial services, and healthcare. Its goal is to help clients improve the customer experience while lowering operating costs by outsourcing full lifecycle processes and advancing with digital capabilities.

Company size: 10,001+
Company stage: Private
Total funding: $30M
Headquarters: Town of Perinton, New York
Founded: 1986

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