About the role
We are looking for an experienced Team Leader with a strong background in US healthcare KPO operations. The candidate will be responsible for managing team performance, ensuring quality deliverables, maintaining client relationships, and driving process improvements.
Responsibilities:
- Lead, manage, and mentor a team to achieve productivity and quality targets.
- Ensure adherence to SLA, TAT, and client-specific requirements.
- Coordinate with management for daily operations, updates, and issue resolution.
- Monitor team performance through regular reviews, feedback, and coaching.
- Handle client escalations and ensure timely closure.
- Maintain compliance with HIPAA and data security guidelines.
- Conduct pre-shift/post-shift meetings and share daily updates.
- Analyze MIS reports, identify trends, and drive performance improvements.
- Ensure accuracy, quality control, and process standardization.
- Drive team engagement, motivation, and retention initiatives.
- Collaborate with Quality, Training, and HR teams for overall team development.
Requirements:
- Experience: 4-8 Years (2+ Years as TL).
- Experience in US healthcare processes (RCM, medical billing, AR, coding, or HIM).
- 2+ years of experience in team handling and people management.
- Strong communication and client coordination skills.
- Good analytical and problem-solving abilities.
- Ability to work in a fast-paced and target-driven environment.
- Proficiency in MS Excel, reporting, and dashboards.