Job Title-Team Lead Healthcare RCM / Patient Support

Experience-6+ years

Location- Hyderabad

Work Mode- WFO

Shift Timing- US Shift(Night Shift)

Key Responsibilities

- Team Management: Lead and manage a team of associates handling Patient Support, Salesforce tickets, Live Chat, billing enquiries, Financial Assistance, eligibility-related requests, and other healthcare RCM activities.
- SLA & TAT Management: Monitor daily work queues and ensure tickets and customer enquiries are addressed within defined SLA/TAT requirements. Proactively manage ageing and backlog.
- Productivity & Quality: Track team productivity, quality, accuracy, and overall operational performance. Identify gaps and implement corrective action where required.
- Schedule Adherence: Monitor attendance, schedule adherence, login/logout compliance, break adherence, and availability to ensure appropriate coverage across operating hours.
- Shrinkage Management: Monitor planned and unplanned shrinkage, including leave, training, meetings and absenteeism, and plan staffing appropriately to minimise operational impact.
- Attrition Management: Monitor attrition and potential attrition risks, conduct regular employee connects, and work with management/HR on retention and workforce continuity.
- People Management: Conduct regular one-on-ones, coaching, feedback sessions, team meetings and performance discussions. Support employee development and engagement.
- RCM Knowledge: Demonstrate robust understanding of Healthcare Revenue Cycle Management, including patient billing, insurance/eligibility concepts,



Financial Assistance and related patient support workflows.
- Queue Management: Monitor Salesforce queues and workload distribution to minimise ageing, backlog and SLA risk while maintaining balanced allocation across the team.
- Patient/Customer Experience: Ensure associates provide professional, accurate and empathetic responses during patient/sender interactions across tickets and Live Chat.
- Escalation Management: Handle operational and customer escalations, identify root causes, coordinate with relevant stakeholders, and drive cases towards resolution.
- SOP & Process Compliance: Ensure associates consistently follow defined SOPs, workflows, documentation standards, privacy requirements and process guidelines.
- Performance Management: Review individual and team-level metrics and address performance gaps through structured coaching and action plans.
- Workforce Planning: Review incoming workload, available staffing, shrinkage and capacity to maintain required coverage.
- Reporting & Governance: Prepare and communicate daily/weekly operational updates covering volumes, SLA, productivity, quality, backlog, staffing and key risks.
- Process Improvement: Identify process gaps and improvement opportunities that can improve efficiency, quality, customer experience and ticket turnaround.

Stakeholder Management: Collaborate effectively with operations, Quality, Training, Workforce Management and other support teams to address operational requirements Interested candidates can share their CV to:

[email protected]

[email protected]

📌 Team Lead Healthcare RCM / Patient Support (Hyderabad)
🏢 Cognizant
📍 Hyderabad