Senior Associate Revenue Cycle Case and Escalation Management

Role summary

This role is focused on managing complex revenue cycle cases and escalations with accuracy, urgency, and clear communication. Based in Chennai, India, this position supports timely issue resolution across revenue cycle workflows and client-facing escalations. The role requires strong problem-solving, collaboration, and follow-through to help resolve sensitive issues effectively. This person will report to the Senior Manager, Revenue Cycle Case & Escalation Management.

Team summary

The Revenue Cycle Case and Escalation Management team plays a critical role in addressing our most complex and sensitive client issues. As the final escalation point, the team researches, coordinates, and resolves challenges that require careful analysis, sound judgment, and consistent follow-through. Team members partner closely with internal stakeholders to identify root causes, guide issue resolution, and support a high-quality client experience. The work is fast-moving and highly visible, requiring strong communication, ownership, and the ability to navigate competing priorities while maintaining a focus on accuracy and service.

Essential Job Responsibilities

• Manage incoming revenue cycle escalations and cases through resolution, ensuring timely follow-up and documented outcomes.
• Analyze complex client issues to identify root causes, trends, and appropriate resolution paths.
• Coordinate with internal teams and stakeholders to gather information, align on next steps, and remove blockers to resolution. Communicate case status, findings, and resolutions clearly and professionally to relevant partners.
• Prioritize work based on urgency, impact, and SLA expectations to support effective case handling. Track recurring issues and patterns to support process improvement and reduce repeat escalations.
• Document case details, actions taken, and final outcomes in the appropriate systems with accuracy and consistency. Support the development and refinement of escalation workflows and case management practices.
• Apply AI-enabled tools and workflows to streamline case summarization, organize information, and improve efficiency while using judgment to validate outputs and ensure decisions remain accurate and appropriate for the case.
• Maintain confidentiality and handle sensitive information in accordance with company policies and procedures.

Additional Job Responsibilities

• Assist with special projects related to escalation process improvements or revenue cycle operations.
• Contribute to reporting and metrics reviews by sharing case trends, themes, and observations. Participate in team discussions focused on workflow refinement and operational consistency.
• Support training or knowledge-sharing efforts by sharing case handling insights and best practices. Collaborate on root cause analysis efforts for high-impact or repeated issues.
• Help maintain case management documentation and reference materials. Escalate risks or unresolved issues promptly to the appropriate leadership or functional team.
• Perform other related duties as assigned to support the team’s objectives.

Expected Education & Experience

• Bachelor’s degree or equivalent practical experience in a relevant field.
• 5 to 8 years of experience in revenue cycle management, escalation handling, client support, operations, or a related role.
• Experience working with complex case management or issue resolution processes.
• Knowledge of Revenue Cycle Management (RCM) concepts, workflows, and operational dependencies.
• Experience handling escalations requiring cross-functional coordination and structured follow-through. Strong written and verbal communication skills with the ability to communicate clearly across teams.
• Proficiency in documenting issues, actions, and outcomes in business systems or case management tools. Ability to analyze information, identify patterns, and recommend practical next steps.
• Willingness to work in 3:30 pm-12:30am IST Shift