Assistant Manager

We are looking to hire Assistant Manager from US Healthcare Domain.

Roles And Responsibilities

• Develop an extensive working knowledge of the RCM Business.
• Understand the objectives behind client’s actions and identify any obstacles they may face.
• Work closely to provide support and account management to resolve client issues effectively.
• Determine when an issue needs to be escalated to management for resolution.
• Engage with clients through various channels, including phone, email, live chat, Facebook, and an internal tasking system.
• Escalation and Risk Management
• Recognize tone, keywords, and signs to address client concerns proactively.
• Ensure accurate documentation of all client interactions.
• Follow up on client interactions as per procedures.
• Perform other duties as assigned by management, adhering to the dynamic needs of the department.
• Drive Process Quality
• Flag and address Severity 1 Incidents (Incidents with business value impact value).
• Assists with the development and implementation of RCM strategies, recommends process changes and improvement initiative to continuously improve the RCM process to maximize billing and collections.
• Leads the team on the day-to-day operations and ensures the deliverables defined in scope of work are met.
• Motivates the team to adhere to SOP, policies and comply to process metric benchmarks.
• Coordinate with supervisors and team leaders to ensure efficient claims submission and payment processes for multiple clients as per the SLA defined in the contract.
• Internal Audit of specified High value and High Risk claims with focus on Compliance and Revenue Optimization
• Do Root cause analysis of customer complaints and ensure the complaints are not repeated through awareness training, process re-engineering wherever needed.
• Compile and analyze data for billing errors and work on solutions to reduce billing errors.
• Responds to all telephonic and email queries from client and onsite team in a clear, concise and timely manner.
• Any other tasks related to Revenue optimization and billing.
• Would be working as a mediator between provider and AR/Billing Team.
  

Qualifications

• Proven experience in customer support or a similar role.
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication abilities.
• Ability to work effectively in a team and independently.
• Familiarity with medical billing processes is a plus.
• Proficiency in using various communication platforms including live chat and social media.
• Commitment to providing high-quality support to enhance client satisfaction.
• 5 years of claims processing experience in Health insurance operations
• Proficient in Healthcare Revenue Cycle programs and Technology
  

Position Requirements

• Must be comfortable working the US business hours
  

Key Performance Indicators (KPIs)

Core KPIs

• Reduce overall Turn Around Time
• Increase productivity
• Client satisfaction Index
  

Additional KPIs

• Achieve 100% timely submission every month for assigned clients
• Analyze, control and implement actions to minimize or eliminate Revenue Leakage for the assigned clients/cluster.
  

Perks And Benefits