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Team Lead - Non-Voice Process

Team Lead - Non-Voice Process

Golden Opportunities

5 - 8 years

5 Lacs

coimbatore

Posted:6 hours ago| Platform:

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Skills Required

non voice process team management coaching transaction processing process improvement claims adjudication kpi management communication skills sla governance medical claims processing quality assurance sla management supervision

Work Mode

Work from Office

Job Type

Full Time

Job Description

Search Keywords

Job Overview

We are seeking a dynamic and experienced Team Lead to manage a team within the US Healthcare non-voice operations, focusing on claims adjudication and payer/provider support.
The ideal candidate should be well-versed in healthcare BPO processes and be accountable for delivering on key performance metrics including CSAT, AHT, SLA adherence, quality scores, and productivity.

Key Responsibilities

Supervise and manage day-to-day operations for non-voice US Healthcare processes including claims adjudication, data entry, eligibility verification, etc.
Ensure all client-defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met.
Monitor and drive performance on key metrics such as: CSAT, AHT, TAT, FTR Lead performance reviews, coaching, and mentoring sessions to improve team efficiency and morale.
Conduct root cause analysis (RCA) for process deviations or errors and implement corrective action plans.
Facilitate process training and ensure knowledge retention within the team.
Drive continuous process improvement to enhance operational efficiency and client satisfaction.
Collaborate with internal stakeholders and clients to resolve escalations and communicate updates.

Skills & Attributes:

Experience Required:

4+ years total; minimum 1 year as a designated Team Lead
Strong understanding of US Healthcare domain - especially payer and provider workflows.
Hands-on experience with claims adjudication processes.
Experience in handling non-voice BPO operations (email, data entry, transaction processing, etc.). Excellent leadership, communication, and interpersonal skills.

Contact Person

Email

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