Team Manager - Billing & Payment Posting

• 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 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

• Proven experience managing SLA-driven operations within a healthcare RCM or BPO environment

• 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

• 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).