Role Description
This is a full-time, on-site position located in Chennai for a Customer Support (Outbound Calls) Representative. In this role, you will be responsible for managing outbound calls to provide exceptional customer support, addressing client inquiries, and ensuring customer satisfaction. Responsibilities also include handling technical support-related queries, identifying customer needs, and providing accurate and timely resolutions. You will play a critical role in maintaining positive client relationships and driving overall customer loyalty.
Key Responsibilities
- Perform outbound calls to US insurance payers to follow up on outstanding claims and unpaid balances.,
- Handle denial management: analyze EOB/ERA, identify root causes, and take corrective action (re-billing, appeals, documentation, etc.)., Work AR aging buckets (0-30 / 31-60 / 61-90 / 90+) and prioritize high-value and time-sensitive claims.,
- Initiate and track appeals, reconsiderations, and claim re-submissions within payer timelines., Identify underpayments, coordinate for corrections, and ensure appropriate follow-up until closure., Document all call notes, claim actions, and outcomes in the billing/RCM system as per process.,
- Coordinate with internal teams (billing, coding, charge entry) to resolve missing information and prevent repeat denials.,
- Meet daily productivity and quality targets (calls, follow-ups, resolution rate, and aging reduction).,
- Ensure compliance with HIPAA and organizational data security policies.
Qualifications
- 2 to 3 years of experience in US Medical Billing with strong exposure to AR follow-up and denial management.,
- Hands-on experience calling US insurance payers and handling claim status, denials, and payment discrepancies.,
- Good understanding of EOB/ERA, CPT/ICD basics, modifiers, and common denial codes (CARC/RARC).,
- Strong communication skills in English (verbal and written) and confident phone etiquette.,
- Comfortable working from office in Chennai and aligning to process-driven work with targets., Proficiency with MS Excel and basic reporting/trackers.
Industry
- Technology, Information and Internet
Employment Type
Full-time
Shift Timings - 8:30 PM 5:30 AM shift.
