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 Bachelor's Degree.
Experience: Minimum 3 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.
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.
Role is offsite RTA monitoring.
Produce Real time reports - Hourly/ Daily/ Weekly, Exception management.
Preparing Dashboards in the CRM tools and should be well versed with skilling/Bulk skilling.
Produce daily, biweekly, and monthly reports to ensure adherence to planned activities.
Manage all offline activities, idle time / Report outage, Incident tracking, escalations & produce daily, biweekly, and monthly reports to ensure adherence to planned activities.
Assist with creating if metrics and targets to meet the SLA goals and highlight performance gaps on planned activities and goals.
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.
Assist with projects and other duties as requested or assigned.
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 & interact with external & internal stakeholders.
Problem solving, analytical & logical 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.
Knowledge in CRM tools like Avaya, In-contact and should be well versed with individual/Bulk skilling.
Excellent communication skills with ability to interact with external & internal stakeholders.
Experienced in MS Office tools, especially Excel and PowerPoint, Knowledge in Macros is an added advantage.
Location:
Skills Required
- Bachelor's degree
- Minimum 3 years relevant experience as a Real-Time Analyst (RTA)
- Monitor intraday operations and adjust schedules to meet SLA, ASA and ABAN% goals
- Produce real-time hourly/daily/weekly reports, exception management, and dashboards
- Skilling and bulk skilling experience in CRM/WFM environments
- Strong problem solving, analytical and logical skills
- Excellent English communication skills and ability to interact with internal and external stakeholders
- Highly self-motivated, multi-task oriented, able to self-manage and produce technical documentation
- Knowledge of WFM systems (Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint)
- Familiarity with CRM tools such as Avaya and In-contact
- Proficiency with MS Office (Excel, PowerPoint) and Macros/VBA
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.
