Executive - Customer Experience

Rhea Healthcare; Indore District; On-site; INR 600,000 - 800,000; Full time

Job summary

Rhea Healthcare in Indore is seeking a Billing and Care Operations leader to oversee SOP adherence, ensure accurate billing, and accelerate smooth patient discharges. The role requires coordinating with consultants, TPAs, and the billing team to achieve revenue targets while maintaining high service standards and patient trust.

You will mentor staff, conduct daily briefings, manage disputes, and ensure timely pre-authorisations and settlements with TPAs.

Qualifications

• Adhere to SOPs and ensure accurate billing and revenue targets.
• Proactively interact with customers to ensure transparency and smooth discharge.

Responsibilities

• Coordinate with Billing team to maintain accuracy and report errors.
• Fast-track discharges by coordinating with relevant departments to ensure timely room availability.
• Handle insurance settlements and pre-auth processes with TPAs to ensure full settlement.

Skills

Customer interaction

Billing processes

Team leadership

Job description

• Ensure all SOP’s are adhered to and we provide “Care like no other”.-
• Ensure efficient and friendly customer interaction.- Proactively interacts & builds rapport with customers to ensure transparency with charges and a comfortable smooth discharge process.-
• Ensure Billing team adheres to SoP’s and TAT’s.- Adheres to Maker – Checker process for billing entries.- Assist Billing executives when required; addresses and resolves customer complaints personally when team member requires assistance.- Fast track discharges by coordinating with all concerned for room availability.- Billing errors to be less than 95%; in case of error 100% reporting and correction of error; 100% accuracy in collection and handover of amount and reporting.- TAT for IP bill preparation - 30 – 45 Minutes,coordination of all bills& pre-auth process with TPA without exception.- Ensure Pre-auth approval for upcoming cases ( before patient admission)-Responsible for IP revenue: Contributes to achievementof revenue target & tocost savingfor the department.- Follows up for Insurance settlement: handles billing recovery & periodically updates long stayintermediate provisional bill to TPA.- Maintains individual TPA status regarding Bills Submitted, Payment Status & Outstandings.- Daily reporting : Daily Collection Report,DailyBilling report, Discount Report & prepares Covering report for insurance claim, scan and submission.- Query handling from TPA after submission; responsible for full settlement.- Participates actively in finance audit annually.
• Consultant Relationship:Has a good relationship with consultants and works well with them.
• Responsible for Outstanding Service Experience Delivery:Ensures self and team is well-groomed as per standard; maintain discipline and decorum.Responsible for implementation of the Service Vision – ensures team delivers care like no other.Coordinates with related departments to ensure billing activities are conducted smoothly and discharges are on time.
• Team Management:- Inspires & leads the team effectively; assigns tasks clearly & supports team to perform effortlessly.- Conducts daily briefings, addresses process issues and ensures complaints are resolved.- Creates and maintains cordial relationship within the unit and with other departments.
• Ensure Induction and training of team as per protocol.- Prepares effective training modules, coaches on the job to enhance team skills.- Develops competent 2nd line.- Ensures retention of team.