Company Description

At Sutherland we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals, and we are looking to add a Team Manager who will lead, develop and motivate a high-performance team of support professionals.  

If you believe you have what it takes and you are ready to take the next step in your career, come work with us!

As a Team Manager, you will set the path to success by managing performance and service quality to guarantee customer satisfaction.

You are also expected to handle a team of 20-23 consultants who will carry out below tasks but not limited to:

Patient Care: Coordinating case from multiple providers and helping injured patients who may not be able to manage their care on their ownManage administrative responsibilities: Helping patients with tasks like scheduling transportation, intake, paying medical bills, arranging for translation services (care coordinator activities)Transportation & Language (T&L) - Voice & Back office and work on scheduling viz. transportation of injured worked, physiotherapy, wheelchair, talking to third party etc.

Job Description

Key Responsibilities of the Team Manager  

Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance, and attrition.Manage administrative responsibilities: Such as attendance tracking, queue administration, and corrective delivery.Influence the lives of others: Develop, train, and manage team members.Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.Keep morale high: Ensure motivational programs are in place and encourage frequent recognition.Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports, analysis, and/or keen observations.Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.Keep leaders informed: Relay important information in the form of timely and accurate reports. 

Qualifications

Required Skills 

One to two years of experience in similar role.Have strong analytical skills; able to interpret data, identify trends, and make suggestions for improvements. Proven experience in the healthcare domain managing processes such as intake, scheduling, credentialing, medical bill reviews. Etc will be added advantage.Have demonstrated leadership skills; able to take the lead in making improvements and resolving issues. Be able to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.Have excellent working knowledge of MS Office applications.Managed Technical accounts.Blended operations which involves back-office work, making outbound and receiving inbound callsWorking hours - 80% of the team working 8am EST to midnight x 5 days a week. 20 % team working in Philippines day hours (No calling)Willing to work from office