Team Lead - AR Calling & Patient Calling

Rusan Medisys; Coimbatore District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Rusan Medisys is seeking a Team Lead AR Calling / Patient Calling to oversee a 10+ member team delivering US Healthcare RCM services. You will drive end-to-end AR follow-up, denials resolution, and high-quality patient calling under strict SLAs.

The role requires deep knowledge of US payer guidelines, strong analytical skills and effective mentorship to improve productivity and quality across AR and patient calling streams.

Qualifications

• 8-10+ years of experience in US Healthcare RCM.
• 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.

Responsibilities

• 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 channels.
• Review and analyze AR aging reports, prioritize accounts and allocate work accordingly.
• Monitor AR days, aging trends, productivity and recovery performance against benchmarks.
• Support associates in resolving complex accounts, payer issues, denials and escalations.

Skills

AR Calling

US Healthcare RCM

Team leadership

Denials management

MS Excel

Patient calling

Tools

MS Excel

Job description

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 environment.
• 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.