Delivery Operations Senior Analyst

Skill required: Claims Appeals

• Claims Administration
  Designation: Delivery Operations Senior Analyst
  Qualifications: BBA/BCom/BMS
  **Years of Experience:**5 to 8 years
  Language - Ability: English(Domestic) - Proficient
  About Accenture
  Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
  What would you do? The Team Lead – Appeals & Grievance (A&G) is responsible for overseeing the daily operations of the A&G team, ensuring timely and accurate resolution of member and provider appeals and complaints. This role focuses on driving team performance, maintaining regulatory compliance (e.g., CMS, HIPAA), improving quality, and supporting team development while ensuring high customer satisfaction.

Team Management & Leadership:

Lead, mentor, and support a team of A&G processors/analysts
Assign workloads and monitor daily productivity and turnaround times (TAT)
Conduct regular team huddles, feedback sessions, and performance reviews
Provide coaching and training to improve team skills and knowledge

Operations & Case Oversight:

Oversee the end-to-end appeals and grievance process
Review complex or escalated cases and provide resolution guidance
Ensure accurate documentation and proper case handling
Monitor case queues and ensure adherence to SLAs

Compliance & Quality Assurance:

Ensure all cases meet regulatory requirements (CMS, HIPAA, and internal policies)
Conduct quality audits and provide actionable feedback
Identify risks, gaps, and compliance issues, and implement corrective actions
Stakeholder Coordination:
Collaborate with cross-functional teams (claims, enrollment, billing, providers)
Act as a point of contact for escalations from members or providers. Communicate updates and resolutions clearly to internal and external stakeholders.

Reporting & Process Improvement:

Track and analyze team performance metrics (productivity, quality, TAT)
Prepare and present reports to management
Identify process improvement opportunities and drive efficiency initiatives
Support implementation of new policies, systems, and workflows
Core Competencies:
Strong leadership and team management skills
Excellent analytical and problem-solving abilities
In-depth knowledge of appeals and grievance processes
Understanding of healthcare regulations (CMS, HIPAA)
Effective communication and stakeholder management
Ability to handle escalations and make decisions under pressure
Strong organizational and time management skills
What are we looking for? •Adaptable and flexible

• Ability to perform under pressure
• Problem-solving skills
• Detail orientation
• Ability to establish strong client relationship

Knowledge of Medicare/Medicaid guidelines
Familiarity with medical terminology and claims processing
Experience with quality audits and reporting tools
Roles and Responsibilities: •In this role you are required to do analysis and solving of increasingly complex problems

• Your day to day interactions are with peers within Accenture
• You are likely to have some interaction with clients and/or Accenture management
• You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments
• Decisions that are made by you impact your own work and may impact the work of others
• In this role you would be an individual contributor and/or oversee a small work effort and/or team
• Please note that this role require you to work in US Shift time. No rotational shifts and Morning shifts

BBA,BCom,BMS

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.
Visit us at www.accenture.com

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