Team Lead Patient Calling

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