Jobs at EXL South Africa

Job Description

• In this role, you'll be tasked with ensuring the achievement of assigned targets in alignment with Service Level Agreements (SLAs). Your responsibilities include upholding transaction quality within predefined parameters and controlling claim costs to minimize leakage. Maintaining accuracy in reserves and payments while managing the lifecycle of claims is crucial. Adherence to company policies and procedures is paramount to ensure operational efficiency. You'll be responsible for managing both inbound and outbound calls, as well as other correspondence related to claims. Emphasizing customer satisfaction, building rapport, and facilitating effective communication are key aspects of this position, aiming for timely resolution of customer concerns. Additionally, you'll be expected to fulfill any other essential functions as directed by the supervisor. Join us in delivering excellence and maintaining high standards in claims management.

Responsibilities

• Ensure that the assigned targets in accordance with SLA are met  
• Ensure that the quality of the transactions is in compliance with predefined parameters  
• Ensure claim costs is controlled and leakage kept at a minimum
• Ensure accuracy of reserves and payments and manage lifecycle of claims
• Ensure adherence to Company Policies and Procedures
• Managing calls – both inbound and outbound as well as all other correspondence on claims
• Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns 
• Any other essential function that may occur from time to time as directed by the Supervisor

Qualifications

• English language proficiency
• Previous international Voice experience
• Good Computer navigation skills
• Should be familiar with MS Office 
• Possesses necessary knowledge of business concepts to effectively perform the job
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others. 
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Responsible for handling high volumes of transactions.
• Effectively balances quality, timeliness and productivity standards
• Self-discipline
• Result orientation 
• Adaptability 
• Listening and comprehension skills 
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multi task, prioritize and manage daily work activities

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Job Description

• Join our dynamic team as a Customer Service Representative, where you'll be the frontline contact for policyholders in a fast-paced contact center environment. Your role involves processing billing transactions, addressing inquiries, and providing technical support with professionalism and precision. With strong communication and organizational skills, you'll deliver exceptional service experiences while contributing to a collaborative team environment. If you're committed to excellence and ready to thrive in a structured operations setting, this role is for you. Apply now to embark on a rewarding career journey with us.

Responsibilities

• Receive inbound calls from policyholders in a contact center environment.
• Process billing transactions on behalf of policyholders, which include telephone payments and account adjustments.
• Accurately interpret and verify billing transactions.
• Respond to simple as well as complex billing inquiries from policyholders.
• Provide policyholders with technical support on the client systems.
• Follow up with policyholders on outstanding items in a timely manner.
• Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program.
• Perform other duties as needed.

Qualifications

• Experience of up to 1 year, preferably in a customer service environment
• Some post High School education preferred
• Excellent telephone etiquette and service delivery skills
• Strong communication skills and effective listening abilities
• Effective organizational and time-management techniques
• Exhibit patience and a positive outlook when working with policyholders
• Contribute to an environment of accountability, collaboration and teamwork
• Basic ability to navigate computers and software applications (MS Office, Word, Excel, etc.)
• Able to commit to the entirety of the training program and work within a structured operation environment.

go to method of application »

Job Description

• Join our dynamic team as a Customer Service Representative, where you'll be the frontline contact for policyholders in a fast-paced contact center environment. Your role involves processing billing transactions, addressing inquiries, and providing technical support with professionalism and precision. With strong communication and organizational skills, you'll deliver exceptional service experiences while contributing to a collaborative team environment. If you're committed to excellence and ready to thrive in a structured operations setting, this role is for you. Apply now to embark on a rewarding career journey with us.

Responsibilities

• Receive inbound calls from policyholders in a contact center environment.
• Process billing transactions on behalf of policyholders, which include telephone payments and account adjustments.
• Accurately interpret and verify billing transactions.
• Respond to simple as well as complex billing inquiries from policyholders.
• Provide policyholders with technical support on the client systems.
• Follow up with policyholders on outstanding items in a timely manner.
• Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program.
• Perform other duties as needed.

Qualifications

• Experience of up to 1 year, preferably in a customer service environment
• Some post High School education preferred
• Excellent telephone etiquette and service delivery skills
• Strong communication skills and effective listening abilities
• Effective organizational and time-management techniques
• Exhibit patience and a positive outlook when working with policyholders
• Contribute to an environment of accountability, collaboration and teamwork
• Basic ability to navigate computers and software applications (MS Office, Word, Excel, etc.)
• Able to commit to the entirety of the training program and work within a structured operation environment.

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Job responsibilities:

• Process Transformation: Conduct process deep dives, create process maps, identify improvement opportunities, develop and implement transformation roadmaps for in-scope processes. Identify opportunities for automation, analytics, and data science solutions to enhance efficiency, quality, experience, and health outcomes.
• Business Acumen and Strategic Alignment: Align process improvements with organizational objectives and customer needs. Closely work with cross-functional teams, motivating operations team to adopt new processes while effectively managing resistance to change. Focus on delivering measurable financial results while maintaining a positive cost-benefit ratio.
• Collaboration with Operations Leaders and Clients:
• Ensure process metrics and KPIs meet best-in-class standards with defined roadmaps
• Conduct deep dives to identify bottlenecks and improvement opportunities
• Develop and propose solutions, create business cases, and secure stakeholder approval
• Deploy approved solutions within agreed timelines and budgets
• Communication and Collaboration: Engage diverse stakeholders (clinicians, administrators, patients) with excellent communication skills. Synthesize complex data into actionable insights and present them clearly.
• Market Research & Thought Leadership: Conduct market research on healthcare industry developments and client needs. Support the creation of thought leadership content for internal and external publications to position EXL as a leading healthcare partner.
• Process Improvement Expertise: Proficient in using advanced Lean and Six Sigma tools to analyse data and identify improvement areas. Understand healthcare processes and regulatory requirements.
• Problem-Solving and Analytical Skills: Apply strong analytical skills to diagnose root causes using tools like Fishbone diagrams or the 5 Whys technique. Use critical thinking to evaluate situations and select effective solutions.
• Project Management: Lead medium to large-scale initiatives with advanced project management skills, ensuring scalability across the organization.

Required qualifications:

• Bachelor’s degree in any discipline; MBA preferred
• 5+ years overall experience with at least 3 years’ experience with driving transformation programs using process re-engineering, automation, analytics, data science solutions
• Minimum 2+ years’ experience working in the US healthcare market with a focus on administrative clinical processes
• Experience working with transformation teams of business / process consultants, RPA developers, analytics and data science professionals
• Demonstrated track record with change management, value delivery in terms of top-line/bottom-line improvement, experience, quality, accuracy, business outcomes

Preferred experience (good to have):

• Experience working in clinical processes (prior authorization, utilization management, utilization review, etc.) within the US healthcare market
• Experience working in contact centre operations

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Job Description

• AVP Logistics is primarily responsible smooth logistics operations while achieving SLA’s. Team development & attrition management, Vendor development including arrangement of back-up vendors. Additionally, the role will be functionally responsible for all initiatives related to Information Security, Business Continuity, Disaster Recovery as well as compliance to other certifications as per the need of the business. Further, the position will ensure adherence to laid down procedures & meet all internal & external audit requirements for the functional area. Overall, all of these activities must be carried out in line with Exl`s corporate governance objectives. 

Responsibilities

• Responsible for managing & maintaining smooth logistics operations for all Respective Geo’
• Responsible for being proactive to drive results and anticipate issues if any in order to mitigate rather than work in a reactive mode. 
• Conduct regular internal checks, physical verifications to validate implementation of systems & processes.
• Develop a strong vendor base and work towards maximizing value for EXL. Also, build adequate back-ups for core deliverables in order to achieve an uptime. 
• Initiate regular team meetings to share relevant information, seek inputs, and resolve issues among team members and for the department at large.
• Optimization of recourse and bring about efficiencies within the department _ work towards cost savings on a budget v/s actuals of approx 5-7%.
• Create a responsive environment within the department with the objective of being highly customer centric to meet internal deadlines _ quick TAT on all pending issues. 
• High organization skills in managing projects.
• Demonstrated experience with continuous improvement initiatives highly desirable

Qualifications

• Graduate / Post Graduate with industry specific knowledge / service industry background with working knowledge of functional area including electro-mechanical , projects, logistics & travel.