3–5 years of experience in US medical billing, with at least 1–2 years in a quality/auditing role.
Strong knowledge of CPT, ICD-10, HCPCS codes, and payer-specific billing rules. Experience in a call centre environment with exposure to call quality metrics (e.g., AHT, FCR, CSAT).
Excellent analytical, documentation, and communication skills.
Proficiency in MS Excel, audit tools, and billing platforms
Responsibilities
Monitor and evaluate agent interactions across voice, chat, or email channels.
Conduct quality audits and score customer interactions based on pre-defined criteria.
Identify trends, gaps, and areas for improvement in service delivery.
Provide detailed feedback, coaching points, and recommendations to agents and team leaders.
Collaborate with operations and training teams to improve processes and enhance agent performance.