Essential Job Functions
• Monitor, identify and resolve performance/ behavior/ attendance issues using prescribed performance
management techniques.
• Monitor and take action on personnel and disciplinary issues.
• Conduct performance appraisals annually along with Ops Manager/Director.
• Review reports on a daily basis and provide constructive feedback.
• Provide subject matter expertise to Quality Control Analysts in the team.
• Ensure the training needs of subordinates are met.
• Adjust to the needs of meeting service level agreements under supervision of Operations Manager.
• Successfully complete all client related training and keep record of the same.
• Resolve escalated customer issues and CAPA to be taken.
• Hold team briefings on a daily/weekly basis with the team.
• Communicate all process and client changes to direct reports within specific timelines and keep record
for such updates.
• Act as single point contact for the assigned team members for all their job-related needs and create a
harmonious work environment.
• Escalate performance related issues with respect to assigned team members to Operations managers on
a timely manner (PIP)
• Performs any other duty assigned by respective Operations Manager
• Act as authorized person for sanctioning team members leave through ERP.
• Responsible for day-to-day functional supervision of work group, including work assignment and
attendance monitoring; providing input into selecting, training, developing, and completing performance
appraisal of work group(s) in accordance with the organization’s policies and applicable compliance
requirements.
• Employee separations to be handled in-line with company policies.
• Strict adherence to the company policies and procedures.
• Performs other duties as directed.

Key Success Indicators/Attributes
• Ability to prioritize and multi-task in a fast-paced, changing environment.
• Demonstrate ability to work in all work types and specialties.
• Demonstrate ability to self-motivate, set goals, and meet deadlines.
• Demonstrate leadership, mentoring, and interpersonal skills.
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• Demonstrate excellent presentation, verbal and written communication skills.
• Ability to develop and maintain relationships with key business partners by building personal credibility
and trust.
• Maintain courteous and professional working relationships with employees at all levels of the organization.
• Work in accordance with corporate and organizational security policies and procedures, understand
personal role in safeguarding corporate and client assets, and take appropriate action to prevent and
report any compromises of security within scope of position.
• Demonstrate excellent analytical, critical thinking and problem-solving skills.
• Manage the Individual KRA’s as per the provided metrics.
• Understand client requirements and specifications of the project & Ensure targeted collections are met on
a daily / monthly basis.
• Meet the productivity targets of clients within the stipulated time. Ensure timely follow up on pending
claims and to prepare and Maintain individual status reports.
• Skill in operating a personal computer and utilizing a variety of software applications is essential.
• Knowledge of coding convention and rules established by the AHIMA, American Medical Association (AMA),
the American Hospital Association (AHA) and the Center for Medicare and Medicaid (CMS), for assignment
of diagnostic and surgical procedural codes is an added advantage.
• Knowledge of JCAHO, coding compliance and HIPAA HITECH standards affecting medical records and the
impact on reimbursement and accreditation is an added advantage.