Team Manager – Payment Posting
Designation: Team Manager
Process: Payment Posting
Location: Ahmedabad, Gujarat (Work From Office)
Shift: Day Shift (aligned to US healthcare business hours)
About the Role
As a Team Manager – Payment Posting, you will own the end-to-end performance of the Payment Posting process, leading a team of Team Coaches, Senior Process Associates, and Process Associates responsible for accurate and timely payment reconciliation.
You will be accountable for SLA adherence, quality, and productivity at a process level, driving both client-mandated and internal process training, and championing employee engagement through e-NPS. This is a leadership role that requires balancing operational rigor, client relationship management, and people development.
Key Responsibilities
- Own end-to-end SLA delivery for the Payment Posting process, ensuring the team consistently meets or exceeds contractual turnaround time and volume commitments
- Own quality performance for the process at a program level, driving audits, root-cause analysis, and calibration sessions across Team Coaches
- Own productivity performance for the process, overseeing capacity planning, workload distribution, and output tracking across teams
- Drive execution of client-mandated training and certification requirements related to ERA/EOB reconciliation standards, payer-specific posting rules, and client-specific financial protocols, ensuring full team compliance
- Design and govern the process-level team training calendar in partnership with Team Coaches, ensuring consistent skill development and knowledge refreshers
- Monitor and drive improvement in employee engagement (e-NPS) scores, leading initiatives that improve retention, morale, and workplace satisfaction
- Serve as the primary point of contact for client stakeholders on process performance, escalations, and improvement plans
- Lead, coach, and mentor a team of Team Coaches, guiding them on performance management and people leadership
- Conduct regular internal and client-facing business reviews, presenting SLA, quality, productivity, training, and engagement metrics
- Drive process improvement, automation, and efficiency initiatives across the process in partnership with quality and operations teams
- Own workforce planning, staffing forecasts, and attrition management for the process in partnership with HR/TA
Key Skills & Competencies
- Proven experience managing SLA-driven operations within a healthcare RCM or BPO environment
- Strong people leadership skills, with experience managing managers/coaches rather than only individual contributors
- Strong analytical skills to interpret quality, productivity, and engagement (e-NPS) data and translate it into action plans
- Skilled in designing and governing training frameworks, covering both client-mandated and internal process training
- Demonstrated experience driving employee engagement initiatives and improving e-NPS or similar satisfaction metrics
- Excellent client-facing communication and business review presentation skills
- Proficiency with reporting and dashboarding tools for performance tracking across SLA, quality, productivity, and engagement
Qualifications
- A Bachelor's degree in any discipline or equivalent work experience is required.
- Minimum of 6+ years of relevant experience in the respective process area is required, with proven on-paper (formal) team leading experience managing direct reports.
- Excellent communication and interpersonal skills, with the ability to effectively engage patients, insurance representatives, clients, and internal leadership.
- Demonstrated experience owning SLA, quality, and productivity metrics at a team or process level.
- Prior experience designing or governing training programs, both client-mandated and internal process training.
- Experience tracking and driving improvement in employee engagement metrics (e-NPS or equivalent).