---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Service Management Specialist WORK SETUP: Return to Office RESPONSIBILITIES: . Works with Operations Leads, assumes accountability for results of work to both Accenture and client. . Responsible for medium-term planning, objective setting, and development of new procedures and reporting within area of responsibility. . Contributes broad and deep knowledge in areas of functional or business specialization across a broad operational framework/range of projects. . Required to act as effective stand-in for immediate manager on operational direction of complex or large function or project, or medium size unit within stable mature operation, or key element of volatile environment. . Provides and assists in the implementation of business-focused solutions within time/cost constraints. May participate in business development opportunities and communicate them to senior management. Required to provide valuable contribution in communication of strategy, initiatives, local plans, and performance metrics across own area of responsibility. Required to develop business and industry acumen, and to use this knowledge to initiate and/or develop client relationships. Self-directed within broad goals and strategic direction in satisfying organization or client objectives. . Accountable for developing and managiang key internal/external client relationships across spheres of influence, including situations in which no relationship previously existed. Responsible for client satisfaction in area of responsibility, against service level agreement, for achievement of key performance indicators/project milestones. Demonstrates thorough understanding of client relationships/business practice. . Studies and analyze VOC (Voice of customer) trend and customer feedback and work towards improving performance. . Leverages data & analytical tools to enable business decisions for improving performance. . Demonstrates operational leadership by providing and/or overseeing analysis of business challenges and promoting interdepartmental collaboration and facilitation of solutions. . Daily performance tracking is ongoing daily, weekly and month to date performance of all associates are readily available. . Schedules 1x1 coaching sessions in advance and coaching documentation is accomplished within the appropriate time frame. . Derives data from client system and looks at current inventory levels to establish action items. . Reviews quality data (client audits and desk level audits) and analyzes root causes with team for action planning. . Drives 100% completion of goal setting for all associates at the start of the fiscal year in compliance with the performance achievement process. . Forecasts associates who are flagged for enrolment to Performance Improvement Plan (PIP) and should have supporting data ready (performance, qualitative as well as coaching documentation). . Meets or exceeds all performance metrics. Responsible for associates and Team Leads production and quality targets. . Oversees and coordinates special projects as needed. OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Project/Team Location: Taguig Uptown Bonifacio Tower 3
SKILLS AND QUALIFICATIONS: . With 5 to 7 years of medical coding experience. With CPC1 license. . With 3 years supervisory experience in voice or BPO back office. . Open to other coder licenses as long as they have 3 yrs current Risk Adjustment experience.
About Accenture
Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.
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