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, assignments, and workflows. The role supports timely and accurate review, routing, documentation, and resolution of incoming and outgoing payer communications, including denial letters, medical record requests, appeal responses, and refund or recoupment notices. The Team Lead coordinates daily assignments, balances workloads, supports onboarding and cross-training, maintains training materials, and monitors productivity, turnaround time, quality, and aging. The role also helps standardize processes, maintains data integrity, identifies trends and barriers affecting denial mitigation, and escalates complex or time-sensitive issues to leadership. It provides work direction, workflow coordination, training support, quality review, and first-level issue escalation, but does not replace 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.
Relevant experience may include 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 of experience in the healthcare-specific area.
Computer literacy and knowledge of medical terminology.
Ability to communicate clearly and effectively in written, oral, and verbal formats using standard English.
Ability to document information accurately, provide clear direction to team members, and communicate professionally with internal departments, leadership, and payer contacts.
Strong organizational, analytical, problem-solving, and workflow management skills, including the ability to 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 DMU Correspondence Team to ensure timely completion of correspondence tasks in work queues and related duties.
Monitor incoming and outgoing correspondence workflows, including denial letters, payer requests, appeal responses, medical record requests, refund or recoupment notices, and other payer communications.
Coordinate assignments, balance workloads, and help 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.
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 perform correspondence or denial mitigation duties as needed to support departmental operations.
Perform other duties as assigned.