Role Summary

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.

Key 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 team’s 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.

- Shift: US shift / Night shift

Required Skills





- Robust 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 workplace.

- 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.

📌 Team Leader / Customer Service Manager – RCM (US Healthcare) (Ahmedabad)
🏢 Scalenex
📍 Ahmedabad