Salary270,000 - 900,000 INR (PA)
Job TypeFull Time
Job Location Gurgaon,Haryana,India


rcm SOP standard operating procedure
0 to 12 Years
HR / Recruitment / Staffing / Manpower
Functional Area
HR / Admin / PM / IR / Training

Job Details

Level: Experienced

Job Location: Gurgaon

Position Type: Full Time

Job Shift: Morning / Night

Job Category: Supervisor Role

 Job Summary

Responsible for coaching new hires on system navigation, process updates, and quality updates during the OJT phase. Conduct refresher trainings and PKTs on process gaps and quality errors. Designing, developing and conducting training programs as per process / individual needs or as per skills or knowledge gaps, besides maintaining scorecard of agents is a key requirement of this profile. Groom trainers within the system via the Train-the-Trainer program.

Physical Demands

Requires visual and auditory acuity adequate for frequent use of computers and occasional use of other office equipment. Ability to move through the Office to supervise employees and activities, to sit for long periods, and to perform desk, office, and administrative activities.

Mental Demands

Requires detailed analytical ability, frequent and constant judgment, self-ownership, ability to make decisions and motivation to collect every dollar. Requires English language skills for constant high-level written and interpersonal communications.

Position Competencies

  • Values Fit: Demonstrates behaviors consistent with company culture - On Time, Zero Defect, SOPs, Self-Audit & Escalations
  • Professional Maturity: Possessing the self-awareness to accept and implement developmental feedback without taking the feedback personally; Capable of preventing and resolving interpersonal conflicts.
  • Accountable: Holds self-100% personally accountable to achieve results; Follows through on commitments. Quickly gains trust of teammates and customers; Has an attitude of ownership; personal alignment with company's vision and objectives.
  • Achievement Orientation: The ability and sense of urgency to prioritize and act in a way that leads to getting the right work done.
  • Collaborative: Ability to work well with others on projects and tasks, analyzes issues, and processes; Reaches out to peers, cooperates with supervisor, establishes collaborative relationships.
  • Intellectual Agility: The ability to seek input, make connections, and recognize patterns that lead to effective decision-making and action.
  • Self-Confidence/Resilience: The belief in oneself and ability to make the right decisions

Essential Job Functions

  • To coach new hires on system navigation, process updates, and quality updates during the OJT phase
  • To conduct refresher trainings on process gaps and quality errors
  • Conduct PKTS and revised workflow trainings in conjunction with the quality team
  • Responsible for the quality and performance of individual resources assigned
  • Up-skill agents on communication gaps
  • Maintain scorecard of agents
  • Monitor calls via side by side/remote barging to provide coaching to resources on improvement areas
  • Remain updated with process updates, quality parameters and system enhancements
  • Map out training plans
  • Design, develop and conduct training programs as needed
  • Choose appropriate training methods per case (live cases, scenario based simulations, mentoring, on the job training, professional development classes, etc.)
  • Market available training opportunities to employees and provide necessary information
  • Conduct process wide needs assessment and identify skills or knowledge gaps that need to be addressed
  • Design and expand training and development programs based on the needs of the process and the individual
  • Design and prepare educational aids and materials
  • Assess instructional effectiveness and summarize evaluation reports determining the impact of training on employee skills and how it affects KPIs
  • Maintain updated curriculum database and training records
  • Provide train-the-trainer sessions for internal subject matter experts

 Desired Job Functions

  • Proven working experience in coordinating multiple training events
  • Good knowledge of instructional design theory and implementation
  • Proven ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate)
  • Familiarity with traditional and modern training methods and techniques
  • MS Office proficiency
  • Advanced process skills with the ability to handle multiple assignments
  • Strong communication skills
  • Ability to multi-task and prioritize in a fast-paced environment
  • Superior communication (reading/written/verbal) and organizational skills
  • Demonstrated professionalism in dealing with confidential and sensitive patient information
  • Well-organized, highly efficient with a keen eye for detail
  • Good interpersonal skills, self-motivated and service minded attitude
  • Ability to work independently with minimal supervision
  • Confident, proactive and committed to providing results
  • Strong help people orientation
  • Analytical and behavioral skills required to identify gaps and provide counsel in a timely and constructive manner

 Position Outcomes

  • Create a highly compliant and result oriented culture
  • Create a quality conscious environment
  • Help to collect 100% of actual revenue
  • Ensure all process documentation is always updated
  • Create a scorecard assessment process for all training needs
  • Creating in-house capabilities to train users via the train-the-trainer program


  • Should be a Graduate - any stream
  • 5+ years of experience in Insurance in US Healthcare RCM (Medical Billing)
  • Strong understanding of major health insurance in US
  • Excellent knowledge of medical terminology
  • Should have working knowledge of MS-Excel

Disha Career Services
Disha Career Services
Sector-63, Noida
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