Conduent Director, Service Delivery Management in Lakeland, Florida
Director, Service Delivery Management
Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.
We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.
Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com at https://conduent.taleo.net/enterprise/enterprise/www.conduent.com .
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
Our workers’ compensation solutions include medical bill review, clinical programs and analytics to improve efficiency and save budget.
Title : Director, Service Delivery Management
Location : Lakeland, FL
Excellent service delivery in terms of new client implementation, championing systems changes requested by clients, researching client questions, addressing client billing issues, along with addressing any issues associated with the use of Strataware. Trains clients on system use and providing reports as needed. Maintaining and increasing revenue with client by building relationships with client contacts and introducing Conduent products that may benefit the client through additional cost savings/verticals. This position manages up to 3 direct reports responsible for excellent service delivery
Interfaces with existing client to provide a single point of contact/escalation for service delivery issues and development; represents the client’s needs to the internal Conduent community.
Prepares quarterly business plan for client, addressing projected revenue increases, sources of such increases, systems enhancements and product additions; prepares timeframe and strategy to accomplish these goals.
Performs regular analyses of client volume and Strataware performance relative to service level agreements; communicates feedback to Manager and other internal groups; addresses deficiencies found to ensure Service Level Agreements are maintained at targeted levels.
Researches and responds to client inquiries and requests regarding billing, claims, system problems, bill review explanations, recommendations made on bills, in a timely and thorough manner.
Properly documents customer issues and resolutions using the CRM tool, keeping the customer aware of progress to resolve the issue and the ability to meet commitments.
Coordinates training, implementation and new account set-up for new clients; meets with clients as necessary on-site or via conference call to ensure a proper roll-out of Strataware software and/or services; ensures client is set up properly (including PPO set up) in Strataware systems to maximize client savings, satisfaction and compliance with the contract.
Receives and handles expected volume of calls from customers on a daily basis; maintains satisfactory service parameters in terms of quality and timeliness of responses, average length of call and average time to conclude.
Coordinates client payments to Conduent; determines payment method (per transfer, per bill, monthly, etc.) Ensures accounting department has correct billing method, contact and contracts for each client. Collect on outstanding invoices and resolves accounting issues.
Coordinates and leads conference calls as required addressing client or internal Strataware issues, etc.; documents action items and deliverables to all attendees.
Prepares presentations and other materials for use in client meetings and on conference calls utilizing available tools, including PowerPoint, Excel, etc.
Conducts quarterly site visits to address/review pending issues, program performance, and client cost savings and to introduce additional Conduent products in accordance with quarterly travel plan and management approval.
Proactively identifies service problems or issues and resolves client concerns and conflicts.
Develops and maintains effective working relationships with other departments; collaborates with other departments to facilitate timely resolution of client concerns or issues.
Assists and cooperates with co-workers, supervisor and management; maintains positive morale within the unit by motivating and supporting staff.
Manages confidential client, financial and employee information with discretion and good judgment in accordance with department and Company guidelines.
Demonstrates a dependable work ethic.
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the art practices; participating in professional societies.
May be required to attend to attend trade shows and user conferences.
Responds to and resolves all assigned account issues/problems and cases within Strataware’s defined response/resolution requirements or contractual obligations.
Attains or exceeds expected average daily service level in terms of call handling, expected turnaround to customers and completion of tasks.
Performs all required site visits and completes Site Visit Reports for all visits.
Receives a satisfactory rating from customer satisfaction survey.
Successfully works with other internal Conduent groups to accomplish tasks on behalf of clients.
Successfully meets or exceeds projected revenue goals for new and existing clients.
Successfully meets or exceeds goals for increase in product penetration with assigned clients.
Meets or exceeds quality of work standards and procedures as defined in departmental Standard Operating Procedures (SOP).
Demonstrates supervisory skills to successfully manage a small staff.
Typically these skills result from an undergraduate degree or equivalent work experience.
Ten or more years’ experience in workers’ compensation industry.
Five years’ experience in bill review.
Five or more years’ experience in service delivery.
Thorough working knowledge of Company products, department policies, procedures and generally accepted service delivery management practices.
Previous experience in workers’ compensation industry.
Thorough understanding of healthcare cost containment industry.
Ability to exercise judgment within broadly defined practices and policies in selecting methods and techniques and evaluation criterion for obtaining results.
Demonstrated expertise in service planning and customer advocacy.
Demonstrated business planning and writing skills.
Ability to effectively influence and persuade individuals within other internal groups in order to accomplish objectives and ensure client satisfaction.
Strong analytical and problem-solving skills.
Understanding of computer technologies.
Highly effective oral, written and presentation skills and the ability to develop long-term business relationships.
Excellent organizational skills and the ability to handle multiple activities with changing priorities simultaneously.
High level of competency to utilize Company software and proficiency in Microsoft software applications and a willingness to learn new systems as necessary.
Valid drivers’ license for State of residence and legally required automobile insurance
Ability to travel and work as needed to meet Company objectives.
Basic accounting skills.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the “Submit” button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf
Job Service Delivery Management
Primary Location United States-Florida-Lakeland
Organization Financial Service Healthcare
Unposting Date Ongoing
Req ID: 18009595