Team Coach – Credentialing
Designation: Team Coach
Process: Credentialing
Location: Ahmedabad, Gujarat (Work From Office)
Shift: Night Shift (aligned to US healthcare business hours)
About the Role
As a Team Coach – Credentialing, you will lead a team of Process Associates and Senior Process Associates responsible for provider credentialing and re-credentialing, and be directly accountable for the quality and productivity of the team's output.
You will be responsible for driving individual and team-level quality scores, ensuring individual and team productivity targets are consistently met, and conducting monthly training sessions to keep the team current on payer credentialing requirements and renewal-tracking practices. This role blends hands-on people management with process ownership, requiring you to balance coaching, performance management, and client-facing accountability.
Key Responsibilities
- Own individual and team-level quality performance for the Credentialing process, conducting regular audits, error-trend analysis, and one-on-one feedback sessions
- Own individual and team-level productivity performance for the Credentialing process, tracking output against SLA/TAT targets and addressing gaps proactively
- Design and conduct monthly team process training sessions covering payer-specific credentialing requirements, documentation standards, and renewal-tracking best practices, refreshers, and skill gaps identified through quality audits
- Conduct regular one-on-ones and performance reviews with team members, creating individual development and improvement plans
- Manage day-to-day team operations, including attendance, shift adherence, and workload distribution
- Serve as the primary escalation point for complex process issues that require intervention beyond the Senior Process Associate level
- Partner with client/stakeholder teams to review team performance, share process updates, and align on changing requirements
- Identify process gaps and inefficiencies, and drive continuous improvement initiatives within the team
- Support recruitment, onboarding, and structured ramp-up of new team members joining the process
- Prepare and present individual and team quality/productivity dashboards and reports to leadership
Key Skills & Competencies
- Strong people management and coaching skills, with the ability to motivate and develop a diverse team
- Data-driven approach to managing individual and team quality and productivity metrics
- Strong training design and delivery skills, with the ability to translate quality trends into actionable learning sessions
- Deep subject matter expertise in the relevant RCM process
- Strong stakeholder and client management skills
- Proficiency with reporting tools (e.g., MS Excel, dashboards) for tracking and presenting performance data
Qualifications
- A Bachelor's degree in any discipline or equivalent work experience is required.
- Minimum of 4+ years of relevant experience in the respective process area is required, including prior experience handling team performance, quality, or coaching responsibilities.
- Excellent communication and interpersonal skills, with the ability to effectively interact with patients, insurance representatives, clients, and internal stakeholders.
- Proven ability to manage and improve individual and team-level quality and productivity metrics.
- Demonstrated experience designing and delivering structured team training sessions.