Job Description

Roles and Responsibilities:

• Provide outstanding customer service
• Should be able to handle a larger team with multi-specialties comprising of Diagnostic Radiology, IVR, Coding Denial Management & Anesthesia.
• Quality Management and Process Framework in addition to Operations
• Responsible for end to end management of the process, workflow, day to day operations, frontline customer communication and SLA deliverables of TAT and Quality.
• Responsible for people management and should be able to resolve disputes/issues and be able to groom people to next layer and create sufficient backups.
• Responsible to implement process improvements, drive initiatives that will result in operations and process improvements and implement customer value adds that will drive savings for end customer.
• Should coordinate and work with respective support staff like HR, TA, IT, NW and Training departments to support the account.
• Staff management by proportionately reducing people based on volumes.
• Coordinate escalations and collaborate with teams, leadership and customers to ensure timely resolution of issues
• Process and productivity improvement

• 15 Years of experience in BPO Medical Coding and relevant experience with multi-specialties comprising of Diagnostic Radiology, IVR, Coding Denial Management & Anesthesia.
• Any Coding certification from AHIMA or AAPC is must
• Ability to handle customer calls along with people management
• Good influencing and communication skills
• Excellent client service skills and leadership capabilities
• Excellent analytical / problem solving skills
• Excellent organizational and time management skills
• Ability to develop comprehensive and complex operational and strategic plans