Lead - Docs

Job Summary

The Docs Lead will drive healthcare product configuration, documentation workflows, and data management for US healthcare clients. This role requires strong leadership in SDLC execution, benefits configuration, claims data validation, and automation initiatives. The Lead will guide analysts, ensure SLA-driven delivery, and implement continuous improvements while adhering to US healthcare compliance standards.

Responsibilities

• Own and deliver product configuration, healthcare documentation, and support across payer operations.
• Translate client and business requirements into system configuration and design specifications.
• Lead a team of 812 analysts, providing coaching, mentoring, and technical guidance.
• Ensure compliance with HIPAA and US healthcare documentation and data privacy requirements.
• Drive automation initiatives (e.g., benefit data validation, claims documentation workflows) using HTML, BPM, RPA, or related tools.
• Track and report SLA adherence, productivity metrics, error rates, and client satisfaction.
• Partner with US healthcare stakeholders to capture requirements, oversee testing, and resolve escalations.
• Promote a culture of knowledge sharing, innovation, and continuous improvement.

Must have skills

• 68 years of experience in healthcare product configuration, documentation management, or payer operations.
• At least 12 years of experience as a team lead or senior individual contributor with mentoring responsibilities.
• Strong knowledge of healthcare benefits setup, documentation, and claims data workflows.
• Experience with automation tools, document management systems, and scripting (HTML preferred).
• Strong analytical, problem-solving, and client-facing skills.
• Understanding of SDLC, healthcare IT systems, and compliance-driven delivery.

KRAs / KPIs

• SLA Adherence: 95% across deliverables.
• Team Productivity: Demonstrable year-on-year efficiency improvements.
• Quality: 2% error rate in outputs.
• Initiatives: Deliver a minimum of 2 new initiatives annually.
• Engagement: Improved employee retention and skill development metrics.