HealthScribe India Pvt Ltd

Job Description

Department: Production Postion: Medical Transcriptionist

First done: 08.05/2001 Last Updated on: 01/06/2003

Account Lead

Position purpose:
· To develop and implement systems which ensure customer requirements are met in
terms of quality and turn around time for assigned accounts.

Challenges:
Proactive planning for smooth introduction of new account.
Designing and implementing solutions to eliminate problems which are encountered eg;
account specifics , customer complaints .
To communicate and implement changes as far as customer requirements are concerned.
Ensuring common understanding of customer requirements at all points of time to
minimize issues.

Essential Position Functions :

Assisting on the floor:

Provide guidance to the team members with respect to quality of work to enable quality
work reaches client.
Assist the team to reduce the proof rate of the account .
Assist the team to enable work delivered to client meets TAT .
Provide leadership role in the absence of the TL.

Mentoring:
Analyze correction reports to identify gaps and individual abilities for developing/
training in coordination with the training department .
Analyze Quality trends and action as needed to ensure continuous improvement .

Communication:
Check for all the latest updates on the account and customer complaints. Communicate
and follow-up on quality issues concerning the teams. Liaison between the customer and
the internal teams that service the customer.

Closing customer complaints:

Analyze all inputs such as US QA, internal QA etc. and put in generic corrective actions
(including sharing of learnings) to ensure that the common errors are eliminated.
QMS RELATED :
Participate in internal audits.
Initiate corrective action based on audit observations/customer feedback and MRM
decisions.
Monitor effectiveness of corrective actions.
Identify areas for preventive actions, continual improvement
Identification of training requirements for the team members.

Authority :
To do whatever it takes to provide the client , transcribed document at acceptable quality
standards within the contracted turn around time.

Position requirements :
· Should be a proofer specialized in the account/s .
· Should have reasonable teaming skills.
· Should have a passion for customer service.
· Should have excellent communication and coaching skills.

Reporting :
To the production manager of the assigned zone.

Incentive scheme to be based on the following:

Account proof rate
EPTL
TAT
No .of customer complaints/1000 jobs
US QA scores
Productivity of MTs

Additional responsibilities for night shift A/C lead :

1. Make decisions based on TAT and allocate work

2. Check schedule Vs actual for the shift for work planning.
3. Over time decisions based on capacity / work .
4. Communication to floor on various policies /procedures .
5. Manage conference calls with US .
6. Manage performance issues of MTs and Proofers .