AVP - Customer Service (US Voice Process)

4 days ago

Hyderabad, India Hire It People Full time

Job Title: AVP Customer Service (US Voice Process)

Location: Hyderabad

Shift Timings: India Night Shift

Work Mode: Work from Office (Mandatory)

Job Description : We are seeking an experienced AVP to lead our US Voice Process Customer Service team. The ideal candidate should be highly organized, able to multitask, and possess a strong understanding of healthcare workflows to ensure seamless integration with client operations.

Key Responsibilities - Healthcare Operations

Oversight:

  • Appointment Scheduling: Manage bookings, cancellations, rescheduling, and follow-ups to maintain organized patient flow.
  • Insurance Verification: Confirm patient insurance coverage and handle prior authorization requests.
  • Billing Collaboration: Coordinate with billing teams for accurate and timely claims submission.
  • Patient Records Management: Maintain and update records, provide real-time scribing, and ensure HIPAA compliance.
  • Patient Communication: Address inquiries, send reminders, and communicate professionally with patients (English; French preferred).
  • Telehealth Support: Assist with virtual appointment setup, troubleshoot technical issues, and onboard patients.

Team Leadership & Management:

  • Staff Monitoring: Guide, mentor, and monitor staff to ensure service quality and policy adherence.
  • Employee Handling: Manage employee concerns, foster a positive workplace, and ensure compliance with HR policies.
  • Training & Quality Assurance: Provide training to new hires, conduct quality checks, and maintain healthcare compliance.

Client & Escalation Management:

  • Client Communication: Maintain strong client relationships, address concerns, and ensure satisfaction.
  • Escalation Matrix: Establish and manage escalation procedures to resolve complex issues swiftly.

Performance & Reporting:

  • Performance Metrics: Track KPIs, analyze reports, and implement strategies to improve efficiency and patient satisfaction.
  • Continuous Improvement: Drive operational excellence through process optimization and innovation.

Qualifications & Requirements

  • Experience: 10+ years in healthcare operations/customer service, with at least 3–5 years in a managerial/leadership role.
  • Strong knowledge of US Healthcare processes (insurance, billing, scheduling, compliance).
  • Excellent communication skills (English required; Bilingual is added advantage - Spanish, French).
  • Proven ability to lead teams, manage performance, and deliver on client expectations.
  • Strong problem-solving and escalation management skills.

If interested please share your updated cv to

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