HR PRACTICES

& POLICIES
GROUP A2.2
Krushna Rathod 24
Manisha Agarwal 28
Sakshi Sarda 47
Vedant Singnapurkar 61
Viresh Khandade 64
Vishesh Pal 65

BEHAVIORAL DYNAMICS & PEOPLE MANAGEMENT TEA

CONTENT
Introduction
Talent Acquisition
Training and Skill Development
Policies
Performance Management System
Compensation Trends
Employee Engagement Practices
Employee Retention Practices
Key Learnings
INTRODUCTION
Access Healthcare offers business process
outsourcing, application services, and
robotic process automation tools to
hospitals, health systems, providers, payers,
and related service providers.

Committed to delivering revenue cycle

excellence, Access Healthcare leverages
technology, emerging best practices, and a
global delivery model to cater to its
customers' needs.
COMPANY PROFILE
REVENUE: 500 Cr INR [FY 2022]
TALENT ACQUISITION
Sourcing Process
1. Prospect Identification
2. 1st Round Interview
3. Language Voice and Accent Assessment
4. Final Round Interview

Onboarding Process
1. Final Discussion
2. Induction Day
3. Meet and Greet Sessions
4. Closure of Day
TALENT ACQUISITION
Strategies for Attracting and Sourcing Candidates
1. Social Media Presence
2. Organizational App
3. Internal Newsletters
4. Word of Mouth

Diversity and Inclusion in Recruitment Practices

1. Non-Discrimination
2. Age, Education, and Experience Perspective
3. Equal Opportunities
 TRAINING AND SKILL
DEVELOPMENT POLICIES

TRAINING PROGRAM
TRAINING COMPONENTS NEED-BASIS TRAININGS
TIMELINES

Language/Voice & Accent Freshers vs. Experienced Cross-Skill Programs

Foundation Training Client and Process Complexity Remedial Trainings
Client-Specific Training Curriculum Source

Knowledge Assessment
Skill-Based Assessment
TRAINING EFFECTIVENESS
ASSESSMENT
Mock Calls and OJT Phase
Filtration Process
Client/Process Specific
PERFORMANCE MANAGEMENT SYSTEM
PERFORMANCE CRITERIA
QUALITY AND PRODUCTION
Evaluated on a daily, weekly, monthly, quarterly, and yearly basis.

QUALITY ASSESSMENT
Daily tracking and feedback sessions conducted by
Quality auditors and Team Leads.
Errors addressed and discussed with employees.

PRODUCTION METRICS
Hourly production tracking with interventions for low
productivity.
Daily huddles, with end-of-day production count
discussions.
Weekly root cause analysis for performance issues.
REMEDIAL TRAINING AND IMPROVEMENT
Segregation based on knowledge, skill, expectation
setting, oversight/omission, and user issues.
Performance improvement measured for 4-6 weeks

AGENT HANDLING AND COUNSELING

Agents with no improvement highlighted to
Operations and HR.
Counseling phase
Release from counseling upon consistent
improvement.

PERFORMANCE IMPROVEMENT PLAN (PIP)

PIP for 4-6 weeks if targets are not met during
counseling.
Continuous monitoring and feedback
HR decides on low complexity process or release from
the system if no improvement.
GOAL COMMUNICATION
Goals discussed during training, OJT, post certification
in Ramp, and BAU phases.
Verbal and documented communication with
acknowledgment from employees.
Information available on the Organizational tool for
reference.

FEEDBACK AND COACHING PRACTICES

Multi rater Feedback (360 Degree Feedback)
GROW Model of Coaching
Goal: Where do you want to be?
Reality: Where are you now?
Options: What would get you there?
Will: What will you do?
Group and Team Coaching Model
 COMPENSATION TRENDS
Performance measurement cycle corresponds to
the calendar year.
Annual assessment provides a comprehensive
INNOVATIVE COMPENSATION PRACTICE
overview of individual and organizational
performance.
Accordingly, compensation structure is reviewed
regularly throughout the year.
Monthly, quarterly, and annual reviews ensure
alignment with organizational goals.

BELL CURVE STRATEGY

EMPLOYEE ENGAGEMENT PRACTICES
Initiatives for Positive Work Environment and Well-being
Work-Life Balance
Communication and Goal Setting
Organizational Transparency
Monthly and Quarterly Rewards
Training and Learning Opportunities
Compensation and Benefits

Measurement of Employee Engagement

Surveys
Focus Groups/Skip Meets/One-on-One Interviews:
Observing workplace dynamics and employee
interactions.
Satisfaction Ratings via Organization Tool
EMPLOYEE ENGAGEMENT PRACTICES

Feedback Collection and Utilization to enhance Employee Engagement

Interpersonal Feedback
Team Feedback
Organizational Feedback Documentation Immediate Changes
Anonymous Survey Forms

Best Practices Regular Volunteer

Evaluation Activities

FEEDBACK UTILIZATION PROCESS

EMPLOYEE RETENTION PRACTICES
Internal Process Postings
Learning and Training Opportunities Retention
Compensation and Benefits Restructuring Incentives and
Benefits: Yearly
Project Assignments for Top Performers Bonus Plans
Experiential Learning Opportunities
Cross-Skilling Initiatives

ADDRESSING EMPLOYEE CONCERNS AND FEEDBACK REGARDING JOB SATISFACTION

Frequent One-on-Ones and Skip Meetings

Townhalls by Senior Leadership and HR
Open-Door Policy
Feedback Actioning and Re-circling
KEY LEARNINGS
Holistic Talent Management
Employee-Centric Approach
Innovative Learning Initiatives
Performance-Driven Culture
Work-Life Balance and Well-being
Transparent Communication and Goal
Alignment
THANK YOU FOR LISTENING!