•  Data quality assurance reviews which includes listening to care management Support phone calls; reviewing call quality assessments, data recording and gathering in accordance with regulatory requirements and internal policies. Maintains tracking tools to log audit results including areas of non-compliance and identifying areas of improvement.
• Evaluating and analysing aggregate quality performance data.
• Assists with creating and revising audit tools to ensure audits and reports are value-added.
• Training the care management teams on all the gaps as identified using quality assessments.
• Follow up with appropriate staff members to ensure accurate and complete documentation in the medical record.
• Good Communication Skills.
• Basic understanding of medical terminologies.
• Experience in working in a quality improvement and healthcare area with demonstrated auditing and clinical expertise in assigned areas.
• Project management skills and demonstrated experience are a plus.
• Ability to build and maintain positive relationships with cross-functional teams and interact with all levels of management.
• Time management, critical/creative thinking, project management, communication, and problem-solving skills.
• Intermediate Microsoft Word, Excel, and other spreadsheet tools.

Experience/Qualification: Bachelor’s/Master’s degree in Health Administration/Psychology/Pharma/Nursing/Medico Social Work. Language Preference: English/Hindi mandatory + Telugu/Malayalam/Tamil/Kannada/Bengali/Marathi. Job Type: Permanent

• Have a thorough understanding of the platform.
• Lead a 2-tier team of on ground ops managers and PEEs.
• Maintain strong relationships with the clientele on a tangible and intangible level.
• Serve as liaisons between a company and its clients, ensuring excellent customer service and client satisfaction.
• Create plans to address clients’ business needs.
• Ensure both the company and clients adhere to contract terms.
• Study competition to find new ways to retain customer.
• Collaborate with internal teams (tech, data analytics, etc.) to address customers’ needs.
• Align client goals and targets to the execution.
• Develop and maintain strategic long-term relationship with the client, at operational and management levels.
• Assess and identify opportunities to cross-sell initiatives/ products of HEAPS to the client.
• Manage communication and project delivery between the clients and the internal team.
• Measure, track and analyse key account metrics and effectively communicate the same to the client
• Gather, report and communicate clients’ feedback on service, technology and product delivery.
• Overseeing management information systems and providing analytical inputs.
• Keep abreast with industry and market trends and best practices.

• Have a thorough understanding of the platform.
• Listen to calls on the operation floor.
• Provide feedback and conduct coaching sessions for the client partners on the floor to improve/ maintain the language skills, soft skills, and call handling skills.
• Conduct language and voice & accent training for employees as per organisation standards.
• Monitor and provide feedback for bottom performers.
• Ensure that the bottom performers move up the learning curve by means of special coaching sessions.
• Conduct on the floor interventions through coaching and feedback models as defined by function/program.
• Use various learning tools to enhance spoken capabilities.
• Support OJT/Production Ramp by observing, measuring, and monitoring learners as needed.
• Maintaining and reporting audit/feedback/ coaching/ training records.
• Training new hires on Fundamental Skills of Grammar and Voice & Accent.
• Self-confidence coupled with the ability to infuse confidence in others.

• Ability to comprehend basic medical terminologies.
• Ability to extract basic medical information from a Discharge Summary.
• Evaluating and deciphering clinical data.
• Able to work as a part of a larger team.
• Manage communication and project delivery between the clients and the internal team.
• Understanding of ICD 10 Coding shall be an added advantage, not mandatory.
• Experience in clinical data management or any clinical domain.
• Strong written and verbal communication.
• Strong understanding of data analysis.
• Structured and analytical thinking.
• Proficient computer skills.
• Outstanding organisational skills.
• Ability to maintain the confidentiality of information.
• Excellent interpersonal skills.
• Report writing, excel and presentation creation skills.

• Understand business problems and work on the statistical and analytical approach required for the solution.
• Work on various steps of a data science project - Data mining and Exploratory Data Analysis (EDA), Feature Engineering, Statistical modelling, integration with AI/ML platform, visualisation and result inferencing and presentation to stakeholders.
• Leverage machine learning techniques such as regression, classification, clustering, bayesian algorithms, matrix factorization, graphical models, to contribute to the execution of our vision for ML-based technology solutions.
• Collaborate with business stakeholders to effectively integrate and communicate analysis findings

• 1-4 years of prior data science experience.
• Data science programming languages and querying databases: Python, SQL/HIVE.
• Deep understanding of various statistical/ML techniques.
• Expertise in the use of cloud based infrastructure to manage the volume and veracity of complex data streams.
• Basic knowledge of API frameworks like Flask/Fastapi, version control systems like Git and cloud platform like AWS/GCP.

• Leverage advanced NLP algorithms/architectures to build custom models for entity extraction and concept recognition, relation extraction, summarization, textual classification and clustering, etc.
• Contribute to the execution of our vision for NLP-based technology solutions using various NLP toolkits like Spacy, CoreNLP, OpenNLP, etc.
• Perform relevant data analysis and benchmark the NLP solutions to improve our offerings.
• Test and deploy promising solutions quickly, managing deadlines and deliverables while applying latest research and techniques.
• Collaborate with business stakeholders to effectively integrate and communicate analysis findings across NLP solutions.

• 2-3 years of prior NLP experience.
• Expertise in Python programming.
• Proficiency in handling unstructured and semi-structured data.
• Basic knowledge of API frameworks like Flask, Fastapi.
• Knowledge of version control systems like Git is useful.
• Foundational knowledge of AWS/GCP is helpful.
• Prior experience of building healthcare related products will be a plus.

• Drive product and design ideation, planning and prioritisation of our diverse range of products and features.
• Drive user research, create detailed user journeys and take appropriate design decisions backed by user-behaviour and data and derive best practices within the team.
• Work closely with cross-disciplinary teams including Product, Engineering, Marketing and various Business teams to deliver delightful customer experiences.
• Strategize, develop, and extend the visual design systems and pattern libraries by coming up with new and innovative solutions which suit the Heaps brand.
• Lead creative and holistic thinking across our diverse products and conduct design reviews and status meetings as needed.

• Minimum of 4 years of direct experience in product design.
• Good eye for visual design & hands-on experience in user interface design.
• Experience with relevant design tools like Figma, Sketch among others.
• Ability to prototype and demonstrate design concepts to extended stakeholders.
• Working knowledge of common mobile/web and front-end web development.
• Experience in conducting user research through various methods, and abilities to translate research findings into tangible product features and improvements.