Team Lead - Patient Calling (Customer Success)

Designation: Team Lead - Patient Calling Department: Revenue Cycle Patient Calling Reporting To: AM AR Location: Pune & Mysore, 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 leading and mentoring a team of Patient Calling Executives, ensuring high-quality patient interactions and effective billing support. This role focuses on enhancing team performance, providing training, and maintaining exceptional service standards. Job Responsibilities: Lead, mentor, and develop the Patient Calling team, fostering a collaborative and high-performance environment. Oversee the handling of inbound and outbound patient calls, ensuring that team members provide accurate and comprehensive information regarding medical bill payments and billing inquiries. Provide guidance on complex patient issues, helping team members develop their problem-solving skills and customer service abilities. Monitor team performance metrics and provide regular feedback to enhance productivity and service quality. Conduct training sessions on best practices in patient communication, billing procedures, and revenue cycle management. Review and analyze call notes to ensure compliance with HIPAA regulations and internal quality standards. Collaborate with management to develop and implement operational policies and procedures to improve team efficiency. Address escalated patient concerns and facilitate resolutions in a timely manner. Stay informed about industry trends and changes in regulations to ensure compliance and operational excellence. Prepare reports on team performance and patient feedback for management review. Job Requirements: Minimum 6 years of experience in patient calling or customer service within the healthcare industry, with at least 1 year in a leadership or coaching role. Strong understanding of revenue cycle management processes and healthcare billing practices. Proficiency in using billing software, patient management systems, and Microsoft Office Suite (Word, Excel, Outlook). Excellent communication and interpersonal skills, with the ability to motivate and inspire team members. Strong analytical and problem-solving skills, with attention to detail. Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. Education & Certification Requirements Graduate and/or Postgraduate degree Additional certifications related to healthcare billing or revenue cycle management are a plus. .