Patient Accounts Team Lead

Riverside Hospital•Newport News, VA

15d

About The Position

The Patient Accounts Team Lead plans, coordinates, monitors, and leads Patient Accounting Customer Service team workflows to support effective and efficient daily operations. The role provides orientation, training, coaching, and mentoring, and serves as operational backup for team members. The Team Lead manages and escalates high-level customer complaints and provides timely resolutions to customers and staff. The role works with managers and team members on staff education and communication, including updates, daily job-related correspondence, individual counseling, skill development, morale, and motivation. It monitors call tracking, productivity, quality, abandonment rates, and daily workloads, adjusting assignments to maintain adequate coverage and appropriate procedures. The Team Lead researches and resolves complex customer issues, supports customer satisfaction and complaint disposition, and identifies system and workflow improvements to increase efficiency and reduce repeat calls. The position may flex 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 an 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

Provide staff education, updates, daily job-related communications, individual counseling, and skill development in coordination with managers and team members.
Coach and mentor team members and support staff morale and motivation.
Identify system and workflow improvements that enhance team 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, compliments, complaint resolution and disposition, including measurement, evaluation, and related performance-improvement actions.
Communicate with customers in a positive, helpful tone and ask pertinent questions to determine their needs.
Monitor and support encounter-per-hour productivity goals and departmental productivity needs.
Monitor team members’ daily 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.
Provide orientation, training, coaching, and mentoring, and back up team members in operations.