Patient Accounts Team Lead

Riverside Health System•Newport News, VA

16d•$20 - $26

About The Position

The Patient Accounts Team Lead plans, coordinates, monitors, and leads the Patient Accounting Customer Service team’s workflows to support effective and efficient daily operations. The role provides orientation, training, coaching, and mentoring, and may back up team members in operational work. It also manages and escalates high-level customer complaints and provides immediate resolutions to customers and team members. The Team Lead partners with managers and staff on education and communication, including updates, performance-related correspondence, individual counseling, skill development, morale, and motivation. The role identifies system and workflow improvements, monitors call-tracking software, and addresses concerns proactively. It researches and resolves escalated or complex customer issues, supports customer satisfaction and complaint-resolution processes, and monitors productivity, workload coverage, quality, and abandonment-rate goals. The role flexes to meet changing work environments and assignments.

Requirements

High school diploma or GED.
3–4 years of revenue cycle experience and experience working in a customer service setting.
Strong problem-solving skills, high attention to detail, and aptitude for learning.
Certified Healthcare Access Associate (CHAA) certification from the National Association of Healthcare Access Management (NAHAM).

Nice To Haves

Bachelor’s degree in Accounting, Finance, Business Administration, or a related field.
Certified Revenue Cycle Representative (CRCR) certification from the Healthcare Financial Management Association (HFMA).
Certified Healthcare Access Manager (CHAM) certification from the National Association of Healthcare Access Management (NAHAM).

Responsibilities

Coordinate, monitor, and lead Patient Accounting Customer Service workflows to ensure effective daily operations.
Provide orientation, training, coaching, mentoring, and operational backup for team members.
Work with managers and team members on staff education and communication, including updates, performance correspondence, individual counseling, skill development, morale, and motivation.
Identify system and workflow improvements to increase efficiency and reduce repeat calls.
Monitor call-tracking software and proactively address concerns and issues with team members.
Respond to and resolve escalated issues and unique or complex customer requests.
Research issues thoroughly before escalating high-level customer complaints to the Manager or Director.
Manage customer satisfaction, compliment disposition, complaint resolution and disposition, measurement, evaluation, and related performance-improvement actions.
Communicate with customers in a positive, helpful tone and ask questions to determine their needs.
Monitor and support productivity goals, including average encounters per hour and departmental productivity.
Monitor daily team workloads and adjust assignments to ensure adequate coverage and correct procedures.
Work with team members to meet or exceed departmental quality goals.
Work with team members to meet or exceed department abandonment-rate goals.
Flex to meet varying work environments and assignments as needed.