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 setting.
- 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.

📌 Team Lead - AR Calling & Patient Calling (Coimbatore)
🏢 Rusan Medisys
📍 Coimbatore