Associate Manager – Service Delivery - ShalD

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.

Our most successful candidates will have: - Overall Years of Experience and required Skill Sets: Minimum 2-4 years with hands on medical coding - Experience in supporting Self Pay - Collections Inbound and Outbound Services: Minimum of 1-2 years - 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

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