RCS Team Lead –Follow Ups/Denials

Indiana University Health System•Indianapolis, IN

10d

About The Position

The RCS Team Lead supports the day-to-day operations of centralized specialty scheduling and referral management teams. This frontline leadership role ensures adherence to workflows and a consistent patient experience while providing subject matter expertise, real-time coaching, and operational support. The role also supports team performance, staff development, workflow compliance, and process improvement.

Requirements

High school diploma required.
2–3+ years of experience in healthcare, patient access, or call center operations.
Two years of experience with Indiana University Health Revenue Cycle Services is strongly preferred.
Expert knowledge of revenue cycle requirements and regulations.
Strong interpersonal, problem-solving, and analytical skills.
Effective written and verbal communication skills in individual and group settings.
Ability to promote teamwork and develop team members.
Ability to take initiative and meet objectives.
Ability to work in a fast-paced, high-volume environment.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Provide real-time support to scheduling staff with call handling and workflows.
Monitor call volume, work queues, and referral activity.
Assist with staffing adjustments and adherence monitoring.
Serve as an escalation point for scheduling issues and patient concerns.
Track team and individual performance metrics.
Provide coaching and feedback to improve outcomes and reinforce workflows and expectations.
Support leadership with attendance and performance concerns.
Coach team members to improve performance and skills.
Support onboarding and training of new hires.
Serve as a subject matter expert for workflows and systems.
Facilitate team huddles and share updates.
Identify and escalate workflow issues or inefficiencies.
Reinforce accurate documentation and compliance.
Support process improvement initiatives.