Group Lead Operations Account Management

CPSI

13d•Onsite

About The Position

The Group Lead, Operations Account Management oversees operational performance and execution across a portfolio of assigned clients and serves as the senior operational liaison between client facilities and internal delivery teams. The role leads tactical revenue cycle execution, including billing, follow-up, collections, denials, and claim resolution, while ensuring accurate reporting, effective communication, and consistent service quality. The position is accountable for operational monitoring, client relationship management, and issue resolution across multiple accounts or teams. It translates client needs into prioritized operational strategies, monitors key performance indicators, identifies systemic risks and trends, and drives timely resolution to protect cash, accounts receivable performance, and client satisfaction. The Group Lead also mentors operational leads and staff, reinforces execution standards, supports training and performance improvement, and removes barriers to delivery. Success is measured by client retention, fewer escalations, cash performance, A/R outcomes, and service stability. The role includes managing staff and resources, recruiting and orienting employees, supporting performance management and development, and ensuring compliance with company policies and employment laws. All activities must comply with applicable Equal Employment Opportunity laws, HIPAA, ERISA, and other regulations. The position requires maintaining confidentiality of patient and client information and may include other job-related duties as assigned.

Requirements

Bachelor’s degree or an equivalent combination of education and relevant experience.
7+ years of progressive experience in hospital revenue cycle operations, with demonstrated leadership responsibility across billing and collections functions.
5+ years of manager experience.
Advanced working knowledge of insurance regulations, reimbursement practices, coding interfaces, and automated billing workflows.
Demonstrated ability to lead complex issue resolution, systemic root-cause analysis, and multi-team corrective actions.
Strong executive-level communication skills, including the ability to present operational insights, risks, and recovery plans clearly and effectively.
Excellent analytical, organizational, and prioritization skills, with the ability to manage competing demands.
Advanced proficiency with Microsoft Office tools, including Excel, Outlook, and Word, and comfort interpreting multi-source reporting.
Ability to maintain confidentiality and comply with applicable regulatory, contractual, and company requirements.

Nice To Haves

Bachelor’s or Master’s degree in Healthcare Administration, Business, Finance, or a related field.
5+ years of Medicare hospital billing experience and demonstrated expertise with government payers.
Experience supporting multiple hospital billing platforms and/or EHR/RCM systems, such as Thrive, Epic, or Cerner.
Advanced revenue cycle analytics experience, including KPI governance, trend analysis, and executive reporting.
Prior experience in senior operational leadership, client escalations, service recovery, and cross-functional governance.
Experience overseeing invoicing processes, contract compliance validation, and operational performance frameworks.

Responsibilities

Oversee daily operational performance, action plans, and key performance indicators across assigned clients, including A/R days, cash performance, denial trends, and accuracy measures.
Serve as the senior operational point of contact for clients and coordinate proactive, accurate communication between client stakeholders and internal delivery teams.
Translate client needs, issues, and requests into prioritized operational actions and execution plans across teams.
Identify operational risks and performance trends, and guide corrective actions to prevent revenue leakage and service disruption.
Ensure accurate reporting, consolidated performance insights, and clear status updates for internal leadership and client stakeholders.
Lead operational work for domestic clients and coordinate consistency across assigned accounts.
Review dashboards and performance data to identify trends, risks, and deficiencies; lead corrective action plans to improve outcomes.
Drive operational efficiency and reimbursement optimization through standardization, workflow alignment, issue triage, and cross-functional collaboration.
Promote consistent execution standards and operational approaches across teams and client portfolios.
Maintain strong relationships with client operational stakeholders and ensure timely issue resolution and transparent communication.
Manage and escalate significant operational risks, such as unbilled work, denials, cash variances, and system issues, with timelines and mitigation plans.
Partner with operations, finance, payer relations, technology, and strategic client management counterparts to resolve issues and protect the client experience.
Ensure operational execution aligns with contractual requirements, billing standards, and service-level commitments.
Maintain current knowledge of hospital billing systems, government payer programs, third-party reimbursement policies, and applicable regulations.
Maintain strict confidentiality of patient and client information.
Attend required meetings and keep current on industry trends, regulatory changes, and operational best practices.
Oversee customer invoicing accuracy, support monthly invoicing as required, validate supporting documentation, and address discrepancies.
Recruit, screen, and select candidates for current and future resource needs; orient new hires and ensure staffing plans are appropriate and within budget.
Use the performance management program, provide ongoing feedback, address non-performance, and ensure yearly employee reviews are completed, discussed, and sent to Human Resources.
Ensure employees understand their roles and responsibilities and keep job descriptions current.
Support organizational development and training programs; mentor, guide, and coach direct reports.
Communicate corporate matters in a timely and positive manner as directed by Corporate Communications or senior management.
Administer internal policies and procedures in accordance with corporate, human resources, budgetary, and finance guidelines; ensure staff data records are accurate.
Comply with employment laws and regulations, including equal employment opportunity requirements.
Perform additional duties as assigned.