Junior Specialist - Accounts Resolution at LogixHealth

, , India -

Full Time

Start Date

Immediate

Expiry Date

15 Sep, 26

Salary

0.0

Posted On

17 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Medical Billing, Insurance Verification, Patient Communication, Payment Plan Management, HIPAA Compliance, EHR Systems, Team Leadership, KPI Management, Call Center Operations, Quality Assurance, Conflict Resolution, Performance Tracking, Coaching, CRM Tools, SLA Management, Analytical Reporting

Industry

Hospitals and Health Care

Description

We are seeking a detail-oriented and empathetic Patient Call Center Representative to join our healthcare team. In this role, you will serve as a primary contact for patients regarding insurance updates, billing inquiries, payment plans, and denied claims. The ideal candidate will have strong communication skills, a working knowledge of medical billing processes, and a commitment to providing excellent patient service. Key Responsibilities: Collect and verify patient insurance information accurately. Handle inbound calls regarding billing statements and explain charges. Set up and manage patient payment plans based on financial policies. Process and confirm patient payments over the phone securely. Assist patients in understanding and resolving insurance denials and appeals. Document all patient interactions and updates in the system promptly. Maintain compliance with HIPAA and organizational privacy policies. Deliver clear, compassionate, and professional service in every interaction. Qualifications: Any degree. Prior experience in a medical call center or billing office is a plus. Strong communication and problem-solving skills. Familiarity with insurance terms, billing processes, and EHR systems. Same Posting Description for Internal and External Candidates Job Description – Call Center Team Lead Role Summary The Call Center Team Lead is responsible for managing day-to-day team performance, driving productivity, ensuring quality compliance, and meeting client-defined SLAs. This role bridges frontline agents and management, ensuring smooth operations, accurate reporting, and continuous improvement. Key Responsibilities 1. Team Management & Operations * Supervise and manage a team of call center executives ensuring adherence to schedules, attendance, and productivity targets. * Allocate daily workloads and monitor real-time queue management. * Act as the first point of escalation for agent-level operational issues. * Conduct daily huddles and shift briefings to align the team on priorities. 2. Performance & KPI Management * Track and manage key call center KPIs, including: * Call Volume (Inbound/Outbound) * Average Handle Time (AHT) * First Call Resolution (FCR) * Abandonment Rate * Productivity & Utilization * Identify performance gaps and implement corrective action plans. * Share daily, weekly, and monthly performance reports with management. 3. Quality & Compliance * Ensure team adherence to call scripts, compliance guidelines, and SOPs. * Review call audits and quality scores; provide structured feedback to agents. * Drive quality improvement initiatives to reduce errors and rework. * Ensure documentation accuracy in CRM, ticketing systems, or enrollment tools. 4. Training & Coaching * Provide regular floor coaching and one-on-one feedback sessions. * Identify training needs and coordinate refresher or improvement sessions. * Support new hires during nesting and ramp-up periods. * Coach agents on communication skills, process knowledge, and customer handling. 5. Escalation & Client Handling * Handle complex customer/provider escalations professionally and within TAT. * Coordinate with internal support teams (Enrollment, Billing, QA, IT). * Ensure timely resolution of client-impacting issues. * Maintain professionalism and compliance in all client interactions. Key Skills & Competencies * Strong leadership and people management skills. * Excellent communication and coaching ability. * Hands-on experience with call center KPIs and SLA management. * Working knowledge of CRM/call center tools/dashboards. * Strong analytical and reporting skills. * Ability to work under pressure and manage escalations. * Process-driven, quality-focused mindset. Behavioral Expectations * Ownership-driven and accountable for team outcomes. * Calm and solution-oriented during escalations. * Disciplined approach to compliance, accuracy, and timelines. * Role model for professionalism and ethical conduct. Success Metrics * Consistent achievement of SLAs and KPIs. * Improvement in quality scores and reduction in rework. * Stable team performance and attrition control. Positive client and stakeholder feedback.

Responsibilities

The role involves managing patient billing inquiries, insurance updates, and payment plans while ensuring HIPAA compliance. Additionally, it includes team lead duties such as supervising call center executives, monitoring KPIs, and handling complex escalations.