Chat Support Executive – Medical Billing

Job Title: Chat Support Executive – Medical Billing
Department: Sales / Business Development

Job Summary:

We are seeking a Chat Support Executive – Medical Billing to engage with website visitors, address inquiries related to Medical Billing and Revenue Cycle Management (RCM) services, qualify prospective clients, and schedule meetings for the Sales team. The ideal candidate will possess excellent written communication skills, strong customer service capabilities, and a foundational understanding of medical billing services.

This position is being filled through an internal move. Please note that this role does not involve a change in salary scale and is intended for existing employees who demonstrate the required competencies, product knowledge, and interest in transitioning into this function.

Key Responsibilities

• Respond promptly and professionally to website chat inquiries.
• Provide accurate information regarding Medical Billing and RCM services.
• Qualify potential leads by gathering relevant client information.
• Schedule meetings and appointments for the Sales team.
• Maintain and update client interactions and records within the CRM system.
• Conduct follow-ups with prospective clients, as required.
• Manage multiple chat conversations simultaneously while maintaining a high standard of service quality.
• Escalate complex inquiries to the appropriate internal stakeholders when necessary.

Required Skills & Qualifications

• Excellent written English communication skills.
• Strong customer service and lead qualification abilities.
• Ability to efficiently handle multiple chat interactions simultaneously.
• Basic understanding of medical billing and healthcare revenue cycle processes.
• Proficiency in MS Office applications.
• Experience working with CRM systems will be considered an advantage.

Required Product Knowledge

Candidates should possess a basic understanding of the following areas:

• Medical Billing
• Revenue Cycle Management (RCM)
• Credentialing
• Eligibility Verification (VOB)
• Prior Authorization
• Accounts Receivable (AR) and Denial Management
• Medical Coding

Key Performance Indicators (KPIs)

Performance in this role will be measured through the following indicators:

• First Response Time (FRT)
• Chat Response Time
• Qualified Leads Generated
• Meetings Scheduled
• Chat-to-Lead Conversion Rate
• Customer Satisfaction Score (CSAT)
• CRM Data Accuracy

Application Question(s):

• Would you be available to work from 06:00 PM to 3:00 AM?

Education:

• Bachelor's (Preferred)

Experience:

• Chat support: 1 year (Preferred)

Work Location: In person