Designation: Team Lead - Patient Calling

Department: Revenue Cycle Patient Calling

Reporting To: AM – AR

Location: Pune & Mysore, Work from Office

Job Type: Full Time, Permanent

Shift: US Shift / India Night Shift

Role Overview:

The Team Lead for Patient Calling is responsible for leading and mentoring a team of Patient Calling Executives, ensuring high-quality patient interactions and effective billing support. This role focuses on enhancing team performance, providing training, and maintaining exceptional service standards.

Job Responsibilities:

- Lead, mentor, and develop the Patient Calling team, fostering a collaborative and high-performance environment.
- Oversee the handling of inbound and outbound patient calls, ensuring that team members provide accurate and comprehensive information regarding medical bill payments and billing inquiries.
- Provide guidance on complex patient issues, helping team members develop their problem-solving skills and customer service abilities.
- Monitor team performance metrics and provide regular feedback to enhance productivity and service quality.
- Conduct training sessions on best practices in patient communication, billing procedures, and revenue cycle management.
- Review and analyze call notes to ensure compliance with HIPAA regulations and internal quality standards.




- Collaborate with management to develop and implement operational policies and procedures to improve team efficiency.
- Address escalated patient concerns and facilitate resolutions in a timely manner.
- Stay informed about industry trends and changes in regulations to ensure compliance and operational excellence.
- Prepare reports on team performance and patient feedback for management review.

Job Requirements:

- Minimum 6 years of experience in patient calling or customer service within the healthcare industry, with at least 1 year in a leadership or coaching role.
- Strong understanding of revenue cycle management processes and healthcare billing practices.
- Proficiency in using billing software, patient management systems, and Microsoft Office Suite (Word, Excel, Outlook).
- Excellent communication and interpersonal skills, with the ability to motivate and inspire team members.
- Robust analytical and problem-solving skills, with attention to detail.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Education & Certification Requirements

- Graduate and/or Postgraduate degree
- Additional certifications related to healthcare billing or revenue cycle management are a plus.

📌 Team Lead - Patient Calling (Customer Success) (Pune)
🏢 3Gen Consulting
📍 Pune