Project Manager

Not Applicable

Qualification : Post Graduate (preferably MBA)

• For Philippines Minimum 34 year college degree preferably related to medical field ( as mandated by the project ).
• For NA Graduate/MBA/ MCA/BCA/Btech.

Responsibility : Business / Customer :

• Ensure high level of customer satisfaction through seamless delivery.
• Coordinate with the Clients and update the regular workflow/status of deliverables/Dashboards.
• Certify controls laid down by the business to ensure successful audit by client and external party.
• Communicate with the customer on a regular basis to discuss operational issues and Critical to Quality (CTQ) delivery and to build rapport with the customer Monthly/Quarterly Business reviews with the client.
• Manage customer relationships through regular communication with clients.
• Manage and resolve escalations and issues raised by customers.
• Prepare and report process performance metrics to stakeholders.
• Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.
• Analyze customer feedback at desired intervals and initiate ways to improve the score.
• Account Mining Proactively identify opportunities for additional business with customer.
• Adopt best practices from other processes/ verticals etc.
• Share value addition and best practices across teams.
• Identify & Optimize key cost drivers.
• Identify opportunities for Growth.
• Participate in management discussions (Governance discussion, Management forums with customer).
• Effective forward planning in terms of process delivery, people & client engagement.
• Manage Service Level Agreements / metrics as agreed upon with the client.

For Medical Management and Provider Services :

• Identify and escalate critical issues proactively and also act on those issues accordingly.

For Claims and RCM :

• Optimize process performance to create value for customer through optimum use of quality tools.

For Claims, Provider Services, RCM and Member Services :

• Deliver on Financial goals for the business - CP.

For NA :

• Follows customer profitability practices such as Cost optimization methods, productivity & quality benchmarking, periodic target revision etc.
• Ensure tracking and collating of Quality (internal, external & client facing) data is performed accurately through BPS Quality Report.
• Focused on quality that strives for perfection through Six Sigma, Lean concepts etc.
• Should be able to forecast BCP readiness & work in accordance to manage & document.
• Anticipate issues and needs of the customer related to the project and address them proactively.
• thereby help achieve CSS targets.

Project / Process :

• Sponsor/Champion process improvement projects to improve process efficiencies.
• Work with support functions to enable infrastructure support to team and ensure zero downtime.
• Resource utilization and scheduling of end to end work.
• Prepare for infrastructure and other growth related requirements while working with the PMO team.
• Review documentation and knowledge transfer as per the project plan.
• Plan for resources based on volume projection and current available head count and allocate responsibilities.
• Ensure timely forecasting is done to meet the future resourcing requirements.
• Oversee and support the transition of processes to Cognizant.
• Encourage cross functional interaction to be able to solve issues quickly.

For Provider Services :

• Adopt and implement organization initiatives like 'Best in Class', Pinnacle, Innovation programs etc.
• Adopt and replicate best practices from other engagements in SBU and organization.
• Update leadership on key risks in the engagement.
• Enable risk assessment and establish mitigation plan.
• Responsible for proactively managing costs to achieve and exceed profitability targets.
• Review process audit findings and take corrective action to prevent negative results.

For NA :

• Drive awareness sessions on Innovation & Process Improvement.
• Identify cost optimization opportunities.
• Ensure adherence to Quality norms and processes.
• Perform checks to ensure that the process adheres to the guidelines and market standard prescribed (SOX, etc).
• Adhere to Organizational policies and procedures.
• Share best practices within the SBU and Organization.
• Adopt and implement organization initiatives like 'Best in Class', Pinnacle, Innovation programs etc.
• Update leadership on key risks in the engagement.
• Accountable for Service Delivery of the account.
• Enable risk assessment and establish mitigation plan.
• Responsible for proactively managing costs to achieve and exceed profitability targets.
• Responsible for overall billing and invoicing.
• Review process audit findings and take corrective action to prevent negative results.

People / Team :

• Guide and mentor team members and front line managers from a process & technical perspective to ensure delivery of SLAs