Customer Service Operations Lead

R1 RCM is the leading provider of technology-driven solutions that transform the patient experience and financial performance of healthcare organizations. As a Customer Service Operations Lead, you will oversee Team Leads and representatives, ensuring operational alignment and driving performance improvements in a high-volume call center environment.

Responsibilities:

• Maintain and analyze KPI reporting, ACD metrics, and continuous improvement programs to drive performance and operational excellence
• Act as the primary go-between for offshore leadership teams and the client, ensuring consistent communication, clarity of objectives, and rapid issue resolution
• Partner with offshore leaders to ensure workflows and quality standards align with client expectations
• Working with EMR systems such as EPIC, Meditech or Cerner to strategically support clients, meeting or surpassing their objectives
• Working knowledge of EOBs and authorizations/referrals
• You have management experience in a fast-paced call center team that handles anywhere from 40-100+ calls per day, per Representative
• Maintaining a level of performance that ensures success for your client’s objectives
• Creating a solid virtual Team through regular communication with your Team Leads and Representatives

Requirements:

• High school diploma, preferred
• 5 years of leadership experience in a healthcare call center
• Prior experience in a Leadership role of a high-volume Call Center within the healthcare revenue cycle industry
• Management experience in a fast-paced call center team that handles anywhere from 40-100+ calls per day, per Representative
• Working knowledge of EOBs and authorizations/referrals
• Experience working with EMR systems such as EPIC, Meditech or Cerner
• Ability to maintain and analyze KPI reporting, ACD metrics, and continuous improvement programs to drive performance and operational excellence
• Ability to act as the primary go-between for offshore leadership teams and the client, ensuring consistent communication, clarity of objectives, and rapid issue resolution
• Ability to partner with offshore leaders to ensure workflows and quality standards align with client expectations
• Ability to create a solid virtual Team through regular communication with Team Leads and Representatives
• Ability to maintain a level of performance that ensures success for client's objectives