Team Lead Patient Calling

Job Description

Designation: Team Lead Patient Calling Department: Revenue Cycle Patient Calling Reporting To: Assistant Manager Accounts Receivable Location: Pune, Work from Office Job Type: Full Time, Permanent Shift: US Shift / India Night Shift Role Overview: The Team Lead for Patient Calling is responsible for overseeing a team dedicated to managing patient inquiries and billing issues. This role requires strong leadership skills, a deep understanding of the revenue cycle, and a commitment to delivering exceptional customer service. Job Responsibilities: Lead and manage the Patient Calling team, ensuring effective communication and collaboration. Monitor and evaluate team performance, implementing strategies to enhance service quality and efficiency. Oversee the handling of inbound patient calls, ensuring accurate responses to billing inquiries and payment processing. Provide coaching and mentorship to team members, fostering their professional growth and improving customer service skills. Address escalated issues and complex patient inquiries, ensuring timely and satisfactory resolutions. Develop and conduct training programs on billing processes, customer service best practices, and regulatory compliance. Analyse performance metrics and prepare reports for management, identifying trends, challenges, and areas for improvement. Maintain a deep understanding of revenue cycle management processes, healthcare regulations, and insurance protocols to support team operations. Promote a positive team environment that encourages collaboration, accountability, and exceptional patient care. Stay informed about industry trends and changes in healthcare regulations to ensure compliance and operational excellence. Job Requirements: Minimum 7 years of experience in customer support or patient calling within the healthcare industry, with at least 2 years in a supervisory or leadership role. Strong knowledge of revenue cycle management processes, healthcare billing practices, and customer service standards. Proficiency in using customer management software, billing systems, and Microsoft Office Suite (Word, Excel, Outlook). Excellent communication and interpersonal skills, with the ability to inspire and motivate a diverse team. Strong analytical and problem-solving abilities, with attention to detail and a focus on continuous improvement. Ability to manage multiple priorities and work effectively in a fast-paced environment. Education & Certification Requirements Graduate and/or Postgraduate degree