The Onyx Group - Billing Team Lead, Customer Service
About The Position
The Revenue Cycle Team Lead – Customer Service supports daily operations of the Customer Service function while actively contributing to workload production. This role provides day-to-day guidance, training, and support to team members, ensuring productivity, accuracy, and an exceptional patient financial experience. The Team Lead partners closely with leadership to drive performance, resolve complex inquiries, and support process improvements across systems such as Epic and eClinicalWorks (eCW). This role balances leadership responsibilities with direct call handling and account resolution.
Requirements
- High school diploma or equivalent required
- Minimum of 3–5 years of healthcare revenue cycle or patient financial services experience
- Strong understanding of patient billing, insurance processes, and customer service best practices
- Ability to manage competing priorities while maintaining attention to detail
- Strong problem-solving and critical thinking skills
- Effective communication and interpersonal skills
- Proficiency in Microsoft Office applications
- Certified Revenue Cycle Representative (CRCR) or willingness to obtain
Nice To Haves
- Associate’s or Bachelor’s degree preferred
- Prior experience supporting or guiding team members in a lead or senior role preferred
- Experience working with Epic and/or eClinicalWorks (eCW) preferred
Responsibilities
- Provide daily direction and support to Customer Service team members
- Serve as the first point of escalation for complex patient billing inquiries and service issues
- Monitor call queues, productivity, and quality to ensure service level expectations are met
- Assist with onboarding and training of new team members
- Reinforce policies, workflows, and best practices to ensure consistency and compliance
- Maintain an active workload, including inbound and outbound patient calls
- Assist patients with billing inquiries, payment questions, and account resolution
- Perform account research and follow-up in alignment with organizational guidelines
- Support resolution of escalated accounts and service recovery situations
- Review and audit team interactions to ensure accuracy, compliance, and high-quality service
- Identify trends, call drivers, and opportunities for process improvement
- Support leadership in achieving KPIs related to service levels, quality, and customer satisfaction
- Utilize Epic and eClinicalWorks (eCW) to manage patient accounts and workflows effectively
- Assist with system optimization efforts and workflow improvements
- Support go-live initiatives, process transitions, and system updates as needed
- Partner with leadership to communicate team performance, challenges, and opportunities
- Act as a liaison between front-line staff and leadership
- Promote a positive, accountable, and team-oriented work environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
11-50 employees
