Lead-Denial Mitigation Correspondence

Baptist•Memphis, TN

About The Position

The DMU Team Lead – Correspondence provides day-to-day leadership and oversight of the Denial Mitigation Unit correspondence team’s inventory and assignments. The role supports timely and accurate review, routing, documentation, and resolution of incoming and outgoing payer correspondence, including denial letters, medical record requests, appeal responses, refund or recoupment notices, and other payer communications. The Team Lead coordinates daily assignments and workflows, provides training and cross-training, submits training documents for approval, and monitors productivity and quality as needed. The role also supports process standardization, identifies trends or barriers affecting denial mitigation, and escalates complex issues to leadership. It provides work direction, workflow coordination, training support, quality review, and first-level issue escalation, supporting team performance and operational consistency without replacing formal management authority unless designated by leadership. Other duties and special projects may be assigned.

Requirements

3–5 years of business experience in a healthcare environment, including 3 years in a hospital, physician office, revenue cycle, denial management, patient accounting, or payer environment performing relevant activities such as correspondence processing, denials, appeals, billing, collections, registration, scheduling, medical record requests, payer follow-up, or administrative support.
High school diploma or equivalent required.
Associate or Bachelor’s degree in a related field, or 4 years’ experience in the healthcare-specific area.
Computer literacy and medical terminology knowledge required.
Ability to communicate clearly and effectively in standard English in written, oral, and verbal formats; accurately document information, provide clear direction, and communicate professionally with internal departments, leadership, and payer contacts.
Strong organizational, analytical, problem-solving, and workflow management skills, including the ability to understand and troubleshoot interconnected correspondence, denial, payer, and revenue cycle processes.
Working knowledge of Microsoft Office products, including Excel, Outlook, and Word.
Comfort with data entry, work queue management, document management, revenue cycle software, patient management systems, payer portals, and Windows-based applications.
Familiarity with electronic medical records, patient accounting systems, claims or practice management systems, payer portals, correspondence workflows, and denial mitigation processes.

Nice To Haves

5–7 years of business experience in a healthcare revenue cycle, with at least 5 years in authorization, denials, billing correspondence, and/or appeals within a multi-hospital system.
Prior team lead, senior representative, trainer, or workflow coordination experience.
Experience training staff, developing standard work, monitoring team performance, conducting quality review, or supporting process improvement initiatives.
Associate or Bachelor’s degree in a related field.
RHIT, LPN, CRCR, or another healthcare revenue cycle-related credential.
Advanced Microsoft Excel proficiency, including filtering, sorting, grouping, pivot tables, data validation, and tracking tools.
Experience creating reports, monitoring productivity, analyzing correspondence trends, and supporting workflow dashboards.

Responsibilities

Provide daily oversight and direction to the Correspondence Team to support timely completion of correspondence-related tasks in work queues.
Monitor incoming and outgoing workflows involving denial letters, payer requests, appeal responses, medical record requests, refund or recoupment notices, and other payer communications.
Coordinate work assignments, balance workloads, and prioritize correspondence that may affect cash flow, aging, appeal deadlines, or denial resolution.
Review correspondence documentation for accuracy, completeness, appropriate routing, and compliance with departmental standards and payer requirements.
Serve as a first-level resource for team questions, workflow clarification, and payer correspondence issues; escalate complex or time-sensitive items.
Identify correspondence trends, recurring payer issues, workflow gaps, and opportunities for denial prevention or process improvement through denial and financial data analysis.
Maintain data integrity in denial mitigation databases, correspondence trackers, work queues, and applicable financial or patient accounting systems.
Use applicable revenue cycle, patient accounting, electronic medical record, document management, and Microsoft Office systems.
Develop, update, and maintain correspondence processing plans, standard work instructions, job aids, and training materials.
Support onboarding, cross-training, and ongoing education for correspondence team members.
Monitor productivity, turnaround time, quality, aging, and other correspondence-related metrics; prepare or support reporting as requested.
Partner with leadership and internal stakeholders to resolve workflow barriers, improve communication, and support denial mitigation goals.
Promote a collaborative, accountable, customer-focused team environment while modeling professionalism, confidentiality, and adherence to organizational standards.
Complete assigned goals and correspondence or denial mitigation duties as needed to support departmental operations.
Perform other duties as assigned.