Team Lead - AR Calling & Patient Calling

Team Lead AR Calling / Patient Calling

Industry: US Healthcare RCM
Experience: 8–10+ years
Employment Type: Full-time
Preferred: Immediate Joiner
Salary: Open to the right candidate and at par with industry standards

Role Overview

We are looking for an experienced Team Lead – AR Calling / Patient Calling with strong expertise in US Healthcare Revenue Cycle Management (RCM). The candidate will be responsible for managing a team of 10+ associates, ensuring productivity and quality, handling escalations, supporting training and development, and driving process performance in line with client SLAs and organizational standards.

The ideal candidate should have strong hands-on experience in AR Calling and/or Patient Calling, along with excellent knowledge of US healthcare processes, payer guidelines, denial management, account follow-up and team management.

Key Responsibilities

AR Calling & RCM

• Manage and monitor a team of 10+ associates handling US Healthcare AR Calling and account follow-up.
• Perform and oversee end-to-end AR follow-up on outstanding claims, edits, denials, rejections, underpayments and unresolved accounts.
• Ensure timely follow-up with insurance companies through payer portals and other approved communication channels.
• Possess strong knowledge of US insurance guidelines, payer rules, claim status, timely filing limits, authorization requirements and denial resolution.
• Review and analyze AR aging reports, prioritize accounts and ensure appropriate allocation of work among team members.
• Monitor AR days, aging trends, productivity and recovery performance in line with client and industry benchmarks.
• Support associates in resolving complex accounts, payer issues, denials and escalations.
• Ensure effective denial management and appropriate follow-up on high-value and aged accounts.
• Identify process gaps and recommend improvements to improve collections, reduce aging and enhance overall account performance.

Patient Calling

• Manage teams handling patient communication and outbound/inbound patient calls related to healthcare accounts.
• Ensure associates follow appropriate telephone etiquette, communication standards and patient interaction guidelines.
• Monitor patient calling productivity, call quality, adherence and daily performance.
• Support associates in handling difficult patient conversations, escalations and account-related queries.
• Ensure accurate communication of account, billing and payment-related information to patients as per process guidelines.
• Conduct regular call audits and quality reviews and provide coaching and feedback to team members.
• Identify recurring call-quality issues and implement corrective training and process improvements.

Team Management

• Monitor daily productivity, quality, attendance, adherence and performance of team members.
• Allocate work appropriately based on workload, priority and associate capability.
• Conduct regular team huddles and communicate process updates, targets and performance expectations.
• Train, mentor and develop team members to improve productivity and quality.
• Identify performance gaps and take appropriate corrective and coaching measures.
• Support new-hire training, nesting and transition activities.
• Maintain team motivation and ensure effective communication within the team.

Reporting & Analytics

• Prepare and review daily, weekly and monthly productivity and performance reports.
• Demonstrate strong proficiency in MS Excel, including VLOOKUP/XLOOKUP, Pivot Tables, filtering, data analysis and reporting.
• Analyze productivity, aging, quality and collection trends and provide actionable insights to management.
• Maintain accurate process-level MIS and share performance updates with stakeholders.

Client & Process Management

• Work closely with the US office/client teams on operational planning, escalations and process improvements.
• Ensure team performance is aligned with client SLAs, KPIs and organizational quality standards.
• Participate in process improvement initiatives and identify opportunities to improve efficiency and results.
• Maintain effective communication with internal stakeholders and clients.
• Ensure adherence to company policies, client requirements and applicable healthcare data/privacy standards.

Required Skills & Qualifications

• 8–10+ years of experience in US Healthcare RCM, preferably in a multi-specialty or Internal Medicine environment.
• Mandatory experience in team handling, preferably managing 10+ associates.
• Strong hands-on experience in AR Calling and/or Patient Calling.
• Extensive knowledge of Denials, Insurance guidelines, AR follow-up and claim resolution.
• Strong understanding of US healthcare payer processes and insurance portals.
• Experience in aging reports, AR days, productivity and quality management.
• Strong analytical and problem-solving skills.
• Good knowledge of MS Excel, including VLOOKUP/XLOOKUP and Pivot Tables.
• Excellent communication and interpersonal skills.
• Strong people-management, coaching and mentoring abilities.
• Ability to handle escalations and work effectively with US clients/stakeholders.

Preferred

• Experience in both AR Calling and Patient Calling.
• Experience in multi-specialty / Internal Medicine RCM processes.
• Exposure to denial management, appeals, underpayments and complex AR accounts.
• Prior experience working directly with US clients or US-based operations teams.
• Immediate joiners preferred.