Job Description:Job Description – Process ExecutivePosition TitleExecutive – Demand SpecialistFunction, Responsibility LevelOperations, ExecutiveReports toAssistant ManagerSpan of ControlNilLocationPunePermanent/ TemporaryPermanentSuccessful incumbents will be responsible for making initial contact with responsible parties or their insurance companies to obtain contact information and payment status. The Demand Specialist will also review files prior to phone call to familiarize themselves with the claim. In addition, the Demand Specialist will match the collection data to prepare and mail collection packages to other insurance companies or responsible parties.Essential Functions· Ensure that the process transactions are processed as per Desktop procedures· Ensure that the assigned targets are met in accordance with SLA and Internal standards· Ensure that the quality of transaction is in compliance with predefined parameters as defined by Process Excellence· Ensure adherence to established attendance schedules· Managing calendars and e-mails· Makes outbound phone calls to other carriers to obtain pertinent information relating to the demand.Performance parameters· Productivity· Quality / Accuracy· Attendance· Schedule AdherenceAny other essential function that may occur from time to time as directed by the SupervisorPrimary Internal Interactions· AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.· Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance· CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.· Subject Matter Expert for the purpose of work thread related issues and escalated transactions· QCA for the purpose of feedback and audit· Trainers for the purpose of Pre-process and Process trainingPrimary External Interactions· Making initial contact with responsible parties or their insurance companies to obtain contact information and payment status· Escalation teams at the client end for the purpose of seeking clarifications & answering queries· SME / Trainers at the client end for trainingOrganizational RelationshipsReports To: Assistant Manager Supervises : NilSkillsTechnical Skills· Typing, keyboard and computer skills· Excellent telephone and communications skills a mustProcess Specific Skills· Knowledge about the Insurance industry in US· Knowledge about US Culture· Strong math and analytical skillsSoft skills (Minimum)· Good written communication skills· Professional customer focus· Team work/ Managing Self / Adaptability· Data gathering ability/ Eye for detailSoft Skills (Desired)· Self disciplined and result oriented· Ability to multi taskEducation RequirementsGraduation (in any stream) or diploma with a minimum of 15 years of education.Work Experience RequirementsMinimum 1 year of work experience in BPO (in a transaction processing and calling environment) / or preferably in Insurance industry.Enclosures:
