Patient Calling Specialist

Company: Tech Lead RCM

Location: Chennai, India

Job Type: Full-time

About Us

Tech Lead RCM is a fast-growing Revenue Cycle Management (RCM) company helping physician offices and healthcare providers achieve efficiency in billing, collections, and compliance. We are building a high-performance Patient Calling Team to manage both inbound and outbound patient interactions with professionalism and empathy.

Role Overview

We are seeking Patient Calling Specialists experienced in handling both inbound and outbound calls.

The role involves patient billing inquiries, insurance verification, appointment coordination, and follow-up with collections.

Candidates must be excellent communicators with strong knowledge of U.S. healthcare processes.

Key Responsibilities

Outbound Calls

Contact patients to verify insurance, demographics, and eligibility.

Inform patients about co-pays, deductibles, and balances due.

Follow up on outstanding patient balances and payment arrangements.

Remind patients about appointments and documentation requirements. Inbound Calls

Answer incoming patient calls related to billing, statements, and insurance queries.

Handle patient concerns regarding claims, payments, and coverage.

Provide accurate information and resolve queries with first-call resolution focus. Escalate complex issues to the AR or billing team as needed. Documentation & Compliance

Maintain detailed and accurate records of all interactions in the billing system.

Ensure HIPAA compliance and company policy adherence in every call.

Collaborate with the AR, coding, and billing teams for issue resolution.

Required Skills & Qualifications

Minimum 2 years of U.S. Healthcare/RCM experience in patient calling (inbound & outbound).

Excellent English communication (both verbal and written). Strong knowledge of insurance verification, billing, and payment collections.

Experience with EHR/PM systems and call handling software. Ability to manage high volume with empathy and professionalism. Key Performance Indicators (KPIs)

Call Quality & Accuracy: ≥ 90% adherence in documentation and communication. Daily Call Volume: 35–50 outbound calls; timely handling of 30–40 inbound calls.

First Call Resolution: ≥ 80% of patient issues resolved on the first call.

Collection Rate: 90%+ of assigned balances collected within timelines.

Average Handling Time (AHT): Maintain within agreed benchmarks.

Compliance: Zero HIPAA or policy breaches.

What We Offer

Opportunity to shape a key function in a rapidly growing organization

Collaborative and innovative work culture

Professional development and growth opportunities

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Paid sick time
• Provident Fund

Application Question(s):

• How many years of AR Patient Calling experience do you have?

Experience:

• Patient calling: 2 years (Required)

Work Location: In person