XTN-41D3133 | QA TEAM LEADER

AGS Health, LLC (AGS) is a technology-enabled Revenue Cycle Management ("RCM") company that provides financial clearance, financial management, and clinical coding solutions and services to healthcare providers and vendors across the US. AGS Health has 10,200 employees across multiple offices in India and the US. The company generates annualized revenues of over $US 100 million. The CEO and the company have ambitions to transform from a traditional healthcare services company to an integrated technology and services organization that serves an expanded set of customer segments and offers a more diverse set of products and services.

• Excellent Company Culture
• Day 1 Health Insurance, plus free dependent
• Fixed schedule and fixed weekends off
• Non-Toxic | Blended Non-Voice Account
• Employee Referral Incentive
• Opportunity for promotion

• Ensure collaboration across teams and relay key client updates to team members for effective delivery
• Drive day-to-day operations, monitor dashboards, and escalate SLA overruns to project managers for early resolution
• Create quality inspection plan in coordination with project managers and effectively allocate work across team members to ensure work continuity and stratified sampling is adopted
• Provide on-the-floor support to navigate complex scenarios, and conduct regular team meetings for auditors, discussing the error trends for an individual or with the team for operations and one-on-one sessions to align goals, address concerns
• Educate team members on new process improvements and ensure adherence to new protocols
• Address internal rebuttals and/or client rebuttals based on the audits performed by the team
• Improve customer experience through trends and addressing care record release through proper request and protocols.
• Create reports for internal stakeholders or for the customer
• KB / SOP validation based on client inputs which are communicated through e-mails or on client calls
• Mistake proofing function to be incorporated for their respective clients
• TAT to be maintained for audits
• Perform second level audits for the auditors
• Should analyse the call data to identify areas for improvement.
• Drive employee retention within team through vigilant monitoring to identify and address early warning signs
• Management of shrinkage and leave to do staffing forecast for a window of three months. This includes ensuring schedule adherence among the team members
• Timely Initiation and completion of separation process
• Timely and accurate updating of RAG status
• Ensure reworks and rebuttals are closed on time after completing the discussion with the Operations leader
• Support the new hires to ensure that they successfully clear their ramp period

Minimum of 4 years of experience in handling inbound calls with graduate in any system.

Awareness and adherence to all applicable organization wide policies and procedures, including but not limited to Information security, HIPAA and HR policies.