Non Customer Service Healthcare Lead
2 days ago
Key Responsibilities
- Team Oversight: Lead and coordinate the daily activities of healthcare associates handling non-voice processes such as claims adjudication, billing, RCM, medical coding, or provider data management.
- Workflow Management: Allocate workloads, monitor queues, and ensure timely completion of tasks as per defined SLAs and quality metrics.
- Process Support: Serve as the subject matter expert (SME) for the assigned healthcare process and provide technical/process guidance to the team.
- Quality Assurance: Conduct quality checks, identify errors, and implement corrective measures to maintain high accuracy and compliance levels.
- Reporting & Analysis: Prepare and share daily/weekly production reports, highlighting performance trends, variances, and improvement areas.
- Training & Mentoring: Support the Supervisor in training new hires and upskilling existing associates on process changes, tools, and compliance standards.
- Issue Resolution: Act as the first level of escalation for process or system-related issues, ensuring prompt and effective resolution.
- Process Improvement: Identify opportunities to optimize workflow, reduce errors, and improve turnaround times.
- Compliance: Ensure adherence to HIPAA, client SOPs, and internal quality and confidentiality policies.
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