Team Leader/Customer Service Manager - RCM - US Healthcare

We are looking for a dynamic Team Leader / Customer Service Manager RCM to manage end-to-end delivery for US healthcare clients, drive operational excellence, and act as a key client-facing leader for assigned accounts. The role requires strong expertise in medical billing operations, people management, RCM metrics, and client relationship management to ensure high-quality delivery, sustainable performance, and long-term client satisfaction.

Role & responsibilities

Act as the single point of contact for assigned clients and ensure delivery is aligned with client expectations, SLAs, and business goals.

• Act as a strategic advisor to clients by identifying opportunities for efficiency, automation, and performance improvement.
• Build strong client relationships and engage with stakeholders through regular governance calls, business reviews, and performance discussions focused on value creation and process improvement.
• Own and drive key RCM performance metrics, including cash collections, net revenue realization, Days in A/R, aging buckets, denial rates, denial recovery, GCR/NCR, write-offs, and revenue leakage control.
• Monitor daily operations, including work allocation, productivity, FTE utilization, attendance, downtime management, queue status, and overall workflow efficiency.
• Ensure accurate and timely execution across billing, payment posting, accounts receivable follow-up, and denial management processes.
• Review team output through audits and quality checks to ensure compliance with billing guidelines, payer requirements, internal SOPs, and client-specific processes.
• Lead root-cause analysis for errors, denials, and process gaps, and implement corrective and preventive actions to improve quality and collections outcomes.
• Coordinate effectively with cross-functional RCM departments such as charge entry, coding, payment posting, AR, credentialing, and patient services to avoid gaps in the end-to-end revenue cycle.
• Prepare and share weekly and monthly reports covering KPIs, productivity, quality, service improvements, risks, and escalations.
• Conduct one-on-one reviews, performance scorecards, coaching sessions, and development discussions with team members to improve capability and accountability.
• Act as the teams escalation point for issue resolution, operational guidance, and stakeholder communication, while escalating critical matters appropriately to senior leadership.
• Support client retention and account growth by identifying improvement opportunities, expansion potential, and operational transformation initiatives.
• Contribute to account-level ownership with a strong focus on commercial performance, client satisfaction, and service delivery profitability.

Preferred candidate profile:

• Strong knowledge of US Healthcare RCM, including billing, payment posting, A/R follow-up, denials, appeals, and reimbursement workflows.
• Good understanding of RCM KPIs such as Days in A/R, aging analysis, denial rate, clean claim rate, net collection rate, cash collections, and write-offs.
• Experience in team management, workflow allocation, productivity monitoring, quality reviews, and performance coaching.
• Excellent client communication and stakeholder management skills.
• Strong analytical ability with problem-solving and root-cause analysis skills.
• Experience in preparing MIS, dashboards, KPI reports, and client review packs.
• Ability to manage escalations, drive accountability, and work in a fast-paced delivery environment.
• Excellent oral and written communication skills with strong customer service orientation.

Qualifications

• Graduate in any discipline; healthcare management or commerce background preferred.
• 8 years of relevant experience in medical billing / US Healthcare RCM, including experience as a Team Leader, SME, Supervisor, or Customer Service Manager. Similar RCM leadership roles commonly require prior experience supervising billing teams and managing client communication.
• Experience working as a medical office manager or medical billing manager will be an added advantage.
• Strong working knowledge of HIPAA, payer guidelines, and medical billing process controls is preferred in comparable RCM leadership roles.

Perks and benefits

• Group Medical Insurance (GMC): Employee, spouse, up to 2 dependent children;
• Group Personal Accident (GPA) for employee.
• Group Term Life (GTL) for employee.