Key Responsibilities
Team & People Management
- Lead, mentor, and manage a team of 15–25 healthcare associates
- Allocate work, monitor daily productivity, and ensure SLA adherence
- Conduct regular team huddles, 1:1s, performance reviews, and coaching sessions
- Identify training needs and support onboarding of new joiners
- Handle attendance, leave management, and team discipline
Operational Excellence
- Ensure accurate and timely processing of US healthcare transactions (Claims, Billing, AR Follow‑ups, Eligibility, Prior Authorization, etc.)
- Monitor KPIs such as Productivity, Quality, TAT, AHT, and SLA
- Track daily/weekly performance dashboards and share reports with leadership
- Manage queue balancing and workload distribution
Quality & Compliance
- Ensure adherence to HIPAA, PHI guidelines, and client‑specific SOPs
- Drive quality improvement initiatives and reduce rework/errors
- Support internal/external audits and compliance requirements
- Implement corrective action plans for quality or SLA gaps
Client & Stakeholder Management
- Act as the first point of escalation for process or delivery issues
- Coordinate with QA, Training, WFM, and Onshore counterparts
- Participate in client calls, governance reviews, and performance discussions
- Ensure timely resolution of client escalations
Process Improvement
- Identify opportunities for process optimization, automation, and efficiency gains
- Support Lean / Six Sigma / Continuous Improvement initiatives
- Document SOP updates and ensure knowledge transition within the team
Required Skills & Competencies
Functional Skills
- Strong knowledge of US Healthcare workflows (RCM / Payer / Provider / DME preferred)
- Hands‑on experience with healthcare tools and billing systems
- Understanding of US healthcare regulations & HIPAA compliance
Leadership & Behavioral Skills
- Strong people management and stakeholder communication skills
- Ability to multitask and handle pressure in a fast‑paced environment
- Analytical mindset with good reporting and problem‑solving ability
- Customer‑centric approach with a focus on quality and compliance
Key Performance Indicators (KPIs)
- SLA & Productivity adherence
- Quality scores and audit compliance
- Team attrition and engagement
- Client satisfaction & escalation management
