AVP - Customer Service (US Voice Process)

Job Title: AVP Customer Service (US Voice Process)

Location: Hyderabad

Shift Timings: India Night Shift

Work Mode: Work from Office (Mandatory)

Key Responsibilities - Healthcare Operations

Oversight:

• Appointment Scheduling:

  Manage bookings, cancellations, rescheduling, and follow-ups to maintain organized patient flow.

• Insurance Verification:

  Confirm patient insurance coverage and handle prior authorization requests.

• Billing Collaboration:

  Coordinate with billing teams for accurate and timely claims submission.

• Patient Records Management:

  Maintain and update records, provide real-time scribing, and ensure HIPAA compliance.

• Patient Communication:

  Address inquiries, send reminders, and communicate professionally with patients (English; French preferred).

• Telehealth Support:

  Assist with virtual appointment setup, troubleshoot technical issues, and onboard patients.

Team Leadership & Management:

• Staff Monitoring: Guide, mentor, and monitor staff to ensure service quality and policy adherence.
• Employee Handling: Manage employee concerns, foster a positive workplace, and ensure compliance with HR policies.
• Training & Quality Assurance: Provide training to new hires, conduct quality checks, and maintain healthcare compliance.

Client & Escalation Management:

• Client Communication: Maintain strong client relationships, address concerns, and ensure satisfaction.
• Escalation Matrix: Establish and manage escalation procedures to resolve complex issues swiftly.

Performance & Reporting:

• Performance Metrics: Track KPIs, analyze reports, and implement strategies to improve efficiency and patient satisfaction.
• Continuous Improvement: Drive operational excellence through process optimization and innovation.

Qualifications & Requirements

• Experience: 10+ years in healthcare operations/customer service, with at least 3–5 years in a managerial/leadership role.
• Strong knowledge of US Healthcare processes (insurance, billing, scheduling, compliance).
• Excellent communication skills (English required; Bilingual is added advantage - Spanish, French).
• Proven ability to lead teams, manage performance, and deliver on client expectations.
• Strong problem-solving and escalation management skills

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sravanthi.chodavarapu@hireitpeople.com