The Onyx Group - Patient & Insurance Credit Balance Team Lead

Tribe513 | The Onyx Group•Greenville, SC

20h•Onsite

About The Position

The Credits (Insurance & Patient) Team Lead is a working leadership role responsible for both daily team oversight and direct resolution of credit balance accounts across patient and payer populations. This position actively performs credit balance work while leading a team, ensuring timely and compliant resolution of insurance and patient overpayments, refunds, and account reconciliations. The Team Lead is accountable for team performance, quality, and productivity, while also maintaining an individual workload. This role is explicitly a working Team Lead, with an expectation to carry and resolve a personal inventory of accounts daily and support team production while leading operational performance. It is critical to ensuring financial accuracy, compliance, and patient satisfaction.

Requirements

High School Diploma or equivalent required
3–5+ years of Revenue Cycle experience, including: Credit balance resolution (insurance and patient), Refund processing and overpayment management
Strong working knowledge of: Insurance payment methodologies and EOB interpretation, Credit balance workflows and refund compliance
Hands-on experience with Epic and/or eCW
Ability to manage personal production while leading a team
Strong analytical, organizational, and problem-solving skills
High attention to detail and accuracy
Leads by example through active account resolution and productivity
Drives accountability for both individual and team performance
Coaches and develops team members in real time
Uses data to guide decisions and improvements
Maintains strong communication across teams

Nice To Haves

Associate’s or Bachelor’s degree preferred
Prior lead or supervisory experience preferred
Certified Revenue Cycle Representative (CRCR) or willingness to obtain

Responsibilities

Maintain an active inventory of credit balance accounts (both insurance and patient)
Perform hands-on resolution, including: Insurance overpayment review and payer refund processing, Patient credit resolution and refund issuance, Reallocation/transfers of credits where appropriate, Adjustment posting when applicable
Complete root cause analysis on credit balances and document findings
Ensure all accounts are resolved accurately, timely, and in compliance with payer and regulatory guidelines
Lead, coach, and support a team of Patient & Insurance Credit Balance Specialists
Monitor daily work queues, productivity, and quality outcomes
Assign and balance workloads while also contributing to production
Provide real-time support, issue escalation, and guidance
Conduct 1:1s, performance feedback, and training
Oversee and participate in: Credit balance identification and reconciliation, Refund workflows (patient and payer), Takebacks, recoupments, and offsets
Ensure appropriate disposition of all credits (refund, adjustment, transfer)
Partner with upstream teams to reduce recurring credit balances
Ensure adherence to: CMS and payer refund timelines, HIPAA and internal compliance standards
Maintain proper documentation for all account activity
Support audit readiness and respond to audit requests
Track team and individual performance metrics, including: Inventory volumes and aging, Refund turnaround times, Productivity and quality scores
Use reporting to identify trends and improvement opportunities
Escalate systemic issues impacting credit balances
Identify root causes driving credit balances and implement solutions
Partner with leadership on workflow and system improvements (Epic/eCW)
Support automation and standardization initiatives
Work closely with: Cash Posting, AR Follow-Up, Denials & Appeals
Ensure alignment across teams to prevent and resolve credit balances