Job Requirements

• High school graduate and above; certifications in medical billing or healthcare administration advantageous
• 3-5 years of experience in US medical billing, with at least 1-2 years in a team lead or supervisory role.
• Strong understanding of RCM processes including charge entry, payment posting, denial management, and AR follow-up.
• Experience in a call centre environment handling inbound/outbound calls related to billing inquiries.
• Excellent communication, leadership, and interpersonal skills.
• Proficiency in billing software and MS Office tools.

Responsibilities

• Supervise a team of customer service representatives/agents to ensure adherence to KPIs such as AHT, CSAT, FCR, and productivity targets.
• Monitor and evaluate agent performance through call audits, dashboards, and regular reviews.
• Conduct daily team huddles, coaching sessions, and performance reviews.
• Handle escalations and ensure timely resolution of customer issues.
• Prepare and maintain reports related to team performance, attendance, and process compliance.
• Ensure all team members follow company policies, security protocols, and quality standards.
• Work closely with quality analysts, trainers, and WFM teams to optimize team performance.
• Assist in the recruitment and training of new agents.
• Motivate the team to achieve performance goals and maintain high morale and engagement.
• Communicate process updates and client feedback to the team effectively.