Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Operation Support
Job title:
Business Excellence - Analyst
Job Description:
Performance Management:
- Responsible for monitoring in an objective fashion the surveys received through verbatim analysis and call listening to identify costumer contact reason, pain points along with the controllable and non-controllable drivers for performance improvement.
- Responsible for reporting all behaviour that does not conform to the standards set by the company and the account management to ensure excellent customer service.
- Designs and implements reports to establish patterns and trends on the voice of the customer and to use said patterns and trends to suggest actionable insights to operations.
- Create accurate deliverables on a timely manner as required and follows other tasks and/ or offline tasks assigned by the Team Lead/BE Manager.
- Provides quantifiable data for analysis, projects and continuous improvement initiatives.
- Provides actionable insights through analysis on the improvement of controllable drivers which will enhance product knowledge, system navigation and soft skills.
- Provides actionable insights through analysis on the improvement of non-controllable drivers which will be presented to the Client for process and technology related improvement that will boost customer experience.
- Conduct or attend calibration or call listening session which aims on improvement on overall customer experience.
- Attend meetings/forums weekly and as scheduled.
Process Improvement
- Offers suggestion for continuous improvement of processes and systems.
Location:
Iloilo, Cybergate, PaviaPhilippines
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What We Do
Sagility is a U.S.-based, tech-enabled healthcare business process management company that supports payers, providers, and their partners to deliver best-in-class operations, enhance the member and provider experience, improve the quality of care and promote health equity all while delivering cost-effective healthcare financial and clinical outcomes. Sagility Technologies uses a holistic consulting approach to identify the root causes of healthcare payer and provider pain points, analyze the issues, and provide a complete solution that encompasses people, process, and technology platform improvements. Equipped with a strategic solutions mindset, our core focus is on what most benefits the client. Combining healthcare operations and technology experience with advanced UI, UX, and analytics expertise, we develop and deploy customized solutions for our client’s business. Additionally, with our extensive global resources and facilities, we provide the best service/price ratio for any service outsourcing needs.
