Customer Service Lead

Job Description

Description
About GetixHealth

GetixHealth supports hospitals, clinics, university medical centers, and other healthcare providers across the United States with comprehensive Revenue Cycle Management (RCM) solutions.
The organization delivers customized services across the healthcare revenue cycle, including medical coding and billing, claims management, insurance eligibility verification, patient access services, Medicaid and Medicare support, and self-pay and bad debt collections. Through technology-enabled solutions and expert teams, GetixHealth helps healthcare providers improve operational efficiency and financial performance.

ROLE PURPOSE
The Customer Service Lead is responsible for leading day-to-day customer service operations, supporting and guiding the customer service team, ensuring high-quality customer interactions, resolving escalated customer issues, and driving continuous improvement in customer experience.

The role requires a strong combination of people leadership, customer focus, operational discipline, problem-solving, communication, and performance management. The Customer Service Lead will act as an important link between frontline customer service teams, internal stakeholders, and management.

KEY RESPONSIBILITIES
1. CUSTOMER EXPERIENCE & SERVICE DELIVERY
Lead the delivery of consistent, professional, and customer-focused service.
Ensure customer queries, requests, complaints, and escalations are handled promptly and effectively.
Take ownership of complex or high-priority customer issues and ensure appropriate resolution.
Identify recurring customer concerns and recommend preventive actions.
Maintain a strong customer-first culture within the team.
Ensure customer interactions meet established quality and service standards.
Monitor customer feedback and identify opportunities to improve customer satisfaction.
2. TEAM LEADERSHIP & PEOPLE MANAGEMENT
Provide day-to-day leadership, guidance, coaching, and support to Customer Service Representatives.
Allocate work and monitor workload to ensure effective coverage and productivity.
Conduct regular team huddles and communicate business priorities, process changes, and customer updates.
Support onboarding and training of new team members.
Coach employees on communication, customer handling, product/process knowledge, and problem resolution.
Identify individual development needs and provide constructive feedback.
Recognize strong performance and encourage a positive, collaborative team environment.
Support performance improvement plans where required.
Promote accountability, professionalism, teamwork, and ownership.
3. PERFORMANCE MANAGEMENT
Monitor team and individual performance against agreed KPIs and service-level targets.
Track key metrics such as:Customer Satisfaction (CSAT)
First Contact Resolution (FCR)
Average Response Time
Average Handling Time (AHT), where applicable
Resolution Time
Complaint/Escalation Rate
Productivity
Quality Scores
Service-Level Achievement
Prepare and communicate regular performance updates.
Analyze performance trends and develop appropriate action plans.
Work with team members to close performance gaps.
KEY PERFORMANCE INDICATORS
Success in this role will be measured through a combination of:

Customer Satisfaction (CSAT)
First Contact Resolution
Service-Level Achievement
Response and Resolution Times
Customer Complaint Resolution
Quality Assurance Scores
Team Productivity
Employee Performance and Development
Escalation Management
Process Improvement Contributions
Compliance with Customer Service Procedures
Stakeholder Satisfaction

Requirements :
• Any Graduate / Postgraduate
• Prior experience in Team Lead – customer service,  or healthcare support roles is preferred but not mandatory.
• Minimum 3 Years of International Voice experience is mandate, As team lead 1+ years exp is mandate
• Night Shifts
• Two way free transport
• Work Location : Embassy tech village, Kadubeesanahalli, Bellandur, Bangalore

Source: Company Career page