Team Lead

3 weeks ago

Coimbatore, India Golden Opportunities Full time

Search Keywords: US Healthcare Team Lead, Claims Adjudication Lead, Payer Provider Operations, Non-Voice Healthcare BPO, Healthcare Operations Team Lead, Medical Claims Processing, Healthcare Back Office, Healthcare Process Team Leader

Job Overview

  • We are seeking a dynamic and experienced Team Lead to manage a team within the US Healthcare non-voice operations, focusing on claims adjudication and payer/provider support.
  • The ideal candidate should be well-versed in healthcare BPO processes and be accountable for delivering on key performance metrics including CSAT, AHT, SLA adherence, quality scores, and productivity.

Key Responsibilities

  • Supervise and manage day-to-day operations for non-voice US Healthcare processes including claims adjudication, data entry, eligibility verification, etc.
  • Ensure all client-defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met.
  • Monitor and drive performance on key metrics such as: CSAT, AHT, TAT, FTR Lead performance reviews, coaching, and mentoring sessions to improve team efficiency and morale.
  • Conduct root cause analysis (RCA) for process deviations or errors and implement corrective action plans.
  • Facilitate process training and ensure knowledge retention within the team.
  • Drive continuous process improvement to enhance operational efficiency and client satisfaction.
  • Collaborate with internal stakeholders and clients to resolve escalations and communicate updates.

Skills & Attributes:

Experience Required:

  • 4+ years total; minimum 1 year as a designated Team Lead
  • Strong understanding of US Healthcare domain - especially payer and provider workflows.
  • Hands-on experience with claims adjudication processes.
  • Experience in handling non-voice BPO operations (email, data entry, transaction processing, etc.). Excellent leadership, communication, and interpersonal skills.

Contact Person - Brindha Kamaraj

Email-

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