CX Lead

Job Description

Job description EMPClaims is a leading Revenue Cycle Management company based in Ahmedabad. With over 15 years of experience, EMPClaims specializes in medical billing & coding, telemedicine, workers comp, and patient intake solutions. The company focuses on Outpatient Practices and Facilities, ensuring the highest reimbursements for services provided. EMP's team of certified coders and billing experts have niche expertise in areas such as cardiology, neurology, radiology billing, and more. Job Summary: RCM CX Lead is responsible for enhancing the overall customer experience for clients in the Revenue Cycle Management (RCM) domain. This role involves ensuring high-quality service delivery, maintaining strong client relationships, driving operational excellence, and leading a team to meet or exceed client expectations. The ideal candidate will have a deep understanding of the healthcare RCM process and a passion for customer satisfaction. Key Responsibilities: Client Relationship Management Serve as the primary point of contact for clients regarding RCM services. Build and maintain strong, long-lasting relationships with clients. Proactively address client concerns and ensure prompt resolution. Operational Excellence Oversee and manage the end-to-end RCM process, including billing, coding, claims submission, and accounts receivable management. Identify and address inefficiencies in the RCM workflow to improve performance. Collaborate with cross-functional team leaders to ensure seamless service delivery. Data Analysis & Reporting Analyze key metrics related to the RCM process and client satisfaction. Prepare regular reports on operational performance and client feedback. Present data-driven insights and recommendations to stakeholders. Customer Experience Improvement Develop and implement strategies to enhance client satisfaction and loyalty. Monitor client feedback and use insights to refine processes and services. Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs). Key Qualifications : Education: Bachelor’s degree in any stream (Healthcare Management, or a related field will be preferred). Experience: Minimum of 5+ years of experience in US Healthcare RCM. 2+ years in a leadership or customer experience-focused role. Skills: In-depth knowledge of healthcare RCM processes and regulations. Strong analytical and problem-solving abilities. Excellent communication and interpersonal skills. Proven leadership and customer experience management capabilities. Proficiency in RCM based software's & specialties. Perks and Benefits: 5 days working Leave encashment Provident Fund/ESIC Night Shift Allowance Career growth opportunities Insurance Benefits Contact Number: 9327130896/9016441882 Email: careers@empclaims.com Job Types: Full-time, Permanent Schedule: Fixed shift Monday to Friday Night shift Ability to commute/relocate: Satellite, Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Required) Education: Bachelor's (Required) Experience: RCM: 5 years (Required) Work Location: In person Job Types: Full-time, Permanent Benefits: Food provided Health insurance Leave encashment Life insurance Paid sick time Paid time off Provident Fund Schedule: Fixed shift Monday to Friday Night shift Supplemental Pay: Shift allowance Work Location: In person