Execute day-to-day activities, planning of deliverables as per availability of agents.
Overseeing and driving all team members and their activities towards every client account.
To ensure the team meets the required SLAs, both in terms of production and quality of work.
Identify issues and proactively plan on the resolution for clients and accounts.
Handle client escalations, participate in client calls and status meetings as required, and ensure proper feedback is communicated to the respective stakeholders.
Initiate process improvement methods and best practices that will improve the performance of the team
She/ He will be responsible for:
Process Management: Managing everyday operations of the team, inclusive of team attendance, attrition to minimize any negative impact in the process
Make sure newly transitioned projects are coordinated with the client, training provided to the team when required
Preparing client/ internal reports and responsible for completing process-related deliverables as agreed with every client
Team Management: Define and review KPIs with the team leads and create a growth path for the team members
Identifying and implementing ways to build better team effectiveness by encouraging a healthy environment for the team
Should have a clear understanding of capacity/ resource planning vs. forecasted workload with the clients and effective resource utilization
Maintain compliance in process with HIPAA and ISO standards and adhere to company policies
Review and report on process updates and team metrics with the management team
Candidate Profile
Coding certification from AHIMA/AAPC – CCS; CCS-P; CPC, CRC etc.
Minimum 10 – 12 years of medical coding experience in professional
Experience in working across multiple coding specialties and operations.
Experience of 8 – 12 years in Revenue Cycle Healthcare Operations in a managerial role.
Excellent communication and interpersonal skills especially with the team members and clients.
Strong business communication skills including the ability to work with all levels of the organization
Strong people management skills and good leadership skills.
Should have good knowledge in operations planning techniques and good execution capabilities.
Ability to provide mentorship, coaching, and training to the team members.
Ability to manage multiple customers, projects, tasks, expectations simultaneously.
Ability to ensure customer satisfaction through follow-up, customer responsiveness, and thorough communication