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Role summary
This role is focused on managing complex revenue cycle cases and escalations with accuracy, urgency, and clear communication. Based inChennai, India this position supports timely issue resolution across revenue cycle workflows and client-facing escalations. The role requires strong problem-solving, collaboration, and follow-through to help resolve sensitive issues effectively. This person will report to theSenior Manager, Revenue Cycle Case & Escalation Management.
Team summary
TheRevenue Cycle Case and Escalation Management team plays a critical role in addressing our most complex and sensitive client issues. As the final escalation point, the team researches, coordinates, and resolves challenges that require careful analysis, sound judgment, and consistent follow-through. Team members partner closely with internal stakeholders to identify root causes, guide issue resolution, and support a high-quality client experience. The work is fast-moving and highly visible, requiring strong communication, ownership, and the ability to navigate competing priorities while maintaining a focus on accuracy and service.
Essential Job Responsibilities
- Manageincoming revenue cycle escalations and cases through resolution, ensuring timely follow-up and documented outcomes.
- Analyzecomplex client issues to identify root causes, trends, and appropriate resolution paths.
- Coordinatewith internal teams and stakeholders to gather information, align on next steps, and remove blockers to resolution.Communicatecase status, findings, and resolutions clearly and professionally to relevant partners.
- Prioritizework based on urgency, impact, and SLA expectations to support effective case handling.Trackrecurring issues and patterns to support process improvement and reduce repeat escalations.
- Documentcase details, actions taken, and final outcomes in the appropriate systems with accuracy and consistency.Supportthe development and refinement of escalation workflows and case management practices.
- ApplyAI-enabled tools and workflows to streamline case summarization, organize information, and improve efficiency while using judgment to validate outputs and ensure decisions remain accurate and appropriate for the case.
- Maintainconfidentiality and handle sensitive information in accordance with company policies and procedures.
Additional Job Responsibilities
- Assistwith special projects related to escalation process improvements or revenue cycle operations.
- Contributeto reporting and metrics reviews by sharing case trends, themes, and observations.Participatein team discussions focused on workflow refinement and operational consistency.
- Supporttraining or knowledge-sharing efforts by sharing case handling insights and best practices.Collaborateon root cause analysis efforts for high-impact or repeated issues.
- Helpmaintain case management documentation and reference materials.Escalaterisks or unresolved issues promptly to the appropriate leadership or functional team.
- Performother related duties as assigned to support the team's objectives.
Expected Education & Experience
- Bachelor's degreeor equivalent practical experience in a relevant field.
- 5 to 8 years of experiencein revenue cycle management, escalation handling, client support, operations, or a related role.
- Experienceworking with complex case management or issue resolution processes.
- KnowledgeofRevenue Cycle Management (RCM)concepts, workflows, and operational dependencies.
- Experiencehandling escalations requiring cross-functional coordination and structured follow-through.Strong written and verbal communication skillswith the ability to communicate clearly across teams.
- Proficiencyin documenting issues, actions, and outcomes in business systems or case management tools.Abilityto analyze information, identify patterns, and recommend practical next steps.
- Willingnessto work in 3:30 pm-12:30am IST Shift
