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.
Job title:
Job Description:
Education: Any Graduate or Diploma
Experience: Minimum 2 years of relevant experience as a RTA is Must.
Roles & Responsibilities:
Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%) and adjusts intraday schedule to meet service goals.
Manages engagement with client.
Monitors intraday, makes decisions, provides sound judgement and consults with operation team for recommendations to improve real time performance includes calling for OT/Time off.
Leads and executes week-ahead planning process and collaborate with operations to provide background and insight to tell the week in review and communicate action plans.
Facilitates on and off boarding of crew members.
Performs analysis of data to surface trends and insights using analytical methods.
Drives changes on the need of the business, acts as a resource and POC during contingency events including weather events, system outages, etc.
Initiates, develops and implements improvements to workflows and processes and participate on special projects.
Coordinates all service impacting application & telephony downtime / outages affecting volumes for forecasting scrubbing with global operations.
Mandatory Skills:
Must be highly self-motivated multi-task-oriented team member with ability to self-manage tasks to completion within structured timeliness and strong technical documentation skills.
Must be a team player within the ability to communicate to a wide range of individuals including Operations Team.
Problem solving and analytical skills is critical and must have excellent English communication skills.
Preferred Skills:
Knowledge in WFM systems applicable for the account.
Eg. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint is an advantage.
Experience in planning, implementing, utilizing, and supporting Workforce Management system is an added advantage.
Location:
Skills Required
- Graduate or Diploma
- Minimum 2 years of relevant Real Time Analyst (RTA) experience
- Ability to monitor intraday metrics and adjust staffing/schedules to meet SLAs (ASA, ABAND%)
- Strong problem solving and analytical skills
- Excellent English communication skills
- Ability to self-manage, multi-task, and produce technical documentation
- Team player capable of communicating with operations and clients
- Knowledge of WFM systems (Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint)
- Experience planning, implementing, supporting Workforce Management systems
What We Do
Sagility is a technology-led healthcare operations and business process optimization partner serving payers and providers. It combines healthcare expertise with artificial intelligence, intelligent automation, analytics, cloud platforms, consulting, and BPaaS to streamline claims, membership, clinical, payment-integrity, provider-network, and revenue-cycle workflows across the healthcare ecosystem. Its goal is to reduce administrative costs, improve member and provider experiences, and support better clinical and financial outcomes.
