Company Introduction

Availity is one of the leading health information networks in the United States, processing more than 4 billion transactions annually and connecting more than two million healthcare providers and over two thousand technology partners to health plans nationwide. Our teams of technology, business, and customer service professionals in Bangalore, India, are working together to transform healthcare delivery in the United States through innovation and collaboration. Our technologists help develop cutting-edge revenue cycle solutions that help hospitals, health systems, and physicians maximize payments and optimize their workflows.

Job Description

Oversees the product support team, supervising representatives assisting customers via phone, email, chat, or fax. Establishes and maintains systems that provide answers to common questions and problems. Ensures representatives are properly trained when old products are upgraded or new products are released. Monitors key performance metrics and case management. Analyzes support data to identify trends and recurring issues and reports findings to design teams. Implements process improvements to optimize support delivery. Manages support resources, budgets, and vendor relationships. Ensures compliance with regulatory and contractual obligations related to product support.

Roles & Responsibilities

About Availity

Availity is a leading healthcare technology company focused on simplifying healthcare administration and solving real-world challenges for healthcare providers, health plans, and patients. Our technology helps reduce complexity so providers can spend less time navigating administrative systems and more time focused on patient care.

About Availity India

Availity India is an important part of Availity's global growth journey. Based in Bengaluru, our India teams’ partner closely with U.S. and global stakeholders across technology, product, operations, customer support, and corporate functions.

Our India organization is being built with a strong focus on ownership, learning, collaboration, engineering excellence, and meaningful business impact. Associates in India have the opportunity to solve complex problems, contribute to global initiatives, and support products and services that are part of the U.S. healthcare ecosystem.

About the Role

We are seeking an experienced Team Lead to oversee a high-volume inbound international voice support team and drive operational excellence. In this role, you will be responsible for achieving service, quality, and productivity goals while fostering a high-performance team culture. You will provide coaching, manage escalations, and collaborate with cross-functional stakeholders to continuously improve customer experience and business outcomes.

Key Responsibilities

• Supervise and manage day-to-day operations of high-volume inbound international voice processes.
• Ensure service level agreements (SLAs), quality standards, and productivity targets are consistently met.
• Provide real-time coaching, feedback, and performance management to team members.
• Handle escalated customer issues and ensure effective resolution within defined timelines.
• Monitor call quality, compliance, and adherence to process guidelines.
• Prepare and share performance reports, root-cause analyses, and improvement action plans.
• Coordinate with internal stakeholders to support operational goals and continuous improvement.
• Support team training, onboarding, and knowledge enhancement initiatives.

Required Qualifications

• 8+ years of experience in inbound international voice processes (US market preferred).
• Minimum 5+ years of experience in a supervisory role within a high call-volume customer support environment.
• Exposure to US Healthcare Revenue Cycle Management (RCM) and practice management software is an added advantage.
• Strong people management, communication, and problem-solving skills.
• Ability to work independently in a fast-paced, performance-driven environment.
• Willingness to work in US shifts (India night shift).
• Willingness to work from office on all working days.

Preferred Qualifications

• Experience working in US Healthcare sector and Revenue Cycle Management (RCM)
• Experienced in a fast-paced, performance-driven environment.

Why Join Availity India?

• Meaningful impact: Work on solutions that help simplify healthcare administration and support better provider and patient experiences.
• Global exposure: Partner with U.S. teams and leaders while contributing from India to global business priorities.
• Learning and growth: Be part of a culture that values continuous learning, mentoring, knowledge sharing, and career development.
• Flexible work experience: Work in a way that supports productivity, collaboration, and team needs across remote, hybrid, and office-based models.
• Holistic rewards: Benefit from competitive compensation, health and insurance benefits, paid time off, company holidays, leave benefits, Employee Assistance Program support, and learning programs.
• Inclusive workplace: Join a casual, collaborative, and inclusive environment where associates are encouraged to bring ideas forward.
• Office experience: For office-based associates, Availity India provides amenities such as coffee and tea, subsidized meals, recreation areas, and eligible night-shift transportation support.

What to Expect from the Hiring Process

Our hiring process is designed to be transparent and engaging. Depending on the role, it may include application review, recruiter discussion, technical or functional assessment, hiring manager interviews, team or leadership conversations, offer discussion, background verification, and onboarding support.

Equal Opportunity Statement

Availity is committed to building an inclusive workplace where all associates feel valued, respected, and empowered to do their best work. We welcome candidates from diverse backgrounds and encourage individuals who are excited by collaboration, innovation, and meaningful impact to apply.

Eligibility

Video Camera Usage:

Availity fosters a collaborative and open culture where communication and engagement are central to our success.  As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role.

Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships.  The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.