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Job Description – Payer Dispute Specialist 

Role Overview 

The Payer Dispute Specialist is responsible for managing and resolving customer invoice and payer-related disputes accurately and within agreed service levels. The role requires strong analytical skills, customer focus, and the ability to collaborate with multiple stakeholders to ensure timely dispute resolution while protecting revenue and delivering an exceptional customer experience. 

You will be responsible for:

Dispute Management 

• Review, investigate, and resolve payer disputes in accordance with standard operating procedures and business guidelines. 

• Analyze dispute details, identify the root cause, and determine the appropriate resolution. 

• Coordinate with internal stakeholders, Front Office teams, Finance, Pricing, Operations, and customers to ensure timely closure of disputes. 

• Maintain complete and accurate documentation of all dispute cases in the relevant systems. 

• Ensure all disputes are resolved within defined Service Level Agreements (SLAs) and quality standards. 

Operational Excellence 

• Achieve or exceed productivity, quality, turnaround time (TAT), and customer service targets. 

• Ensure high accuracy in dispute investigation and resolution while minimizing rework. 

• Monitor aging cases and proactively drive closures to reduce backlog. 

• Ensure compliance with internal controls, company policies, and process guidelines. 

• Prevent operational risks that could result in financial losses, claims, or penalties. 

Customer Experience 

• Deliver a high standard of customer service by resolving disputes efficiently and professionally. 

• Communicate clearly and effectively with customers and internal stakeholders regarding dispute status and resolution. 

• Identify recurring dispute trends and recommend preventive actions to reduce future dispute volumes. 

• Contribute towards improving customer satisfaction and first-contact resolution wherever possible. 

Knowledge & Training 

• Demonstrate complete process knowledge and subject matter expertise in payer dispute management. 

• Conduct on-the-job training (OJT) and provide coaching to new team members whenever required. 

• Support knowledge-sharing sessions and help maintain updated process documentation. 

• Learn and successfully execute Business Continuity Plan (BCP) activities to ensure uninterrupted business operations during contingencies. 

Process Improvement 

• Identify process gaps, inefficiencies, and recurring issues impacting dispute resolution. 

• Provide innovative ideas and practical suggestions to improve operational efficiency, productivity, quality, and customer experience. 

• Participate in continuous improvement initiatives, automation opportunities, and Lean/Six Sigma projects where applicable. 

• Support implementation of new processes, system enhancements, and operational changes. 

Stakeholder Management 

• Coordinate Gemba walks and process demonstrations for visitors, auditors, and internal stakeholders. 

• Represent the team professionally during process reviews, audits, and leadership visits. 

• Build strong working relationships with cross-functional teams to ensure seamless dispute resolution. 

Key Performance Indicators (KPIs) 

• Productivity and throughput 

• Quality and accuracy 

• SLA and Turnaround Time (TAT) adherence 

• Aging and backlog management 

• First Contact Resolution (FCR), where applicable 

• Customer Satisfaction (CSAT/CSLS) 

• Compliance and audit adherence 

• Contribution to process improvement initiatives 

• Training and knowledge-sharing contributions 

We are looking for:

Required Skills & Competencies 

• Strong analytical and problem-solving skills. 

• Excellent verbal and written communication skills. 

• Customer-focused with a proactive approach to issue resolution. 

• Strong attention to detail and accuracy. 

• Ability to manage multiple priorities in a fast-paced environment. 

• Good stakeholder management and collaboration skills. 

• Proficiency in Microsoft Excel, Outlook, and business applications. 

• Ability to learn quickly and adapt to changing business requirements. 

Preferred Qualifications 

• Bachelor's degree in Business, Commerce, Logistics, Supply Chain, Finance, or a related field. 

• At-least 2 yrs of experience in dispute management, OTC, Accounts Receivable, Finance Operations, Shared Services, or Customer Service is preferred. 

• Experience working in ERP platforms such as SAP or other case management systems is an advantage. 

• Knowledge of shipping, logistics, invoicing, or payer dispute processes is desirable. 

What We Offer:

• Impact: Your work directly contributes to the success of our global operations.

• Opportunity: Ample opportunities for professional and personal growth.

• Innovation: Join a forward-thinking team embracing cutting-edge technologies.

• Global Exposure: Collaborate with diverse colleagues in an international business environment.

• Work-Life Balance: We value work-life balance and offer flexible working arrangements.