Team Lead, Credit Balance Resolution

ECU Health Medical Center•Greenville, NC

61d•$18 - $27•Remote

About The Position

The position serves as a technical expert lead for other Credit Balance Resolution staff and is responsible for training new staff, providing ongoing training to existing staff, as well as performing all of the duties of the Credit Balance Resolution Specialist. A significant degree of independent judgment and decision making is required. Responsible for ensuring the Medicare quarterly credit balance report is completed in a timely manner along with all other governmental credit balance audits requests and unclaimed property. It provides some leadership and direction of the Credit Balance staff in daily credit balance workflow functions. Assist in creating, implementing and updating the policies and procedures for Credit Balance Resolution as well as following the departmental policies and procedures. Responsible for resolving credit balances, undistributed payments, and requests for refunds due to insurance companies, patients, or other payers through extensive phone, fax, and written correspondence. This position is responsible for working with internal and external customers (e.g., third party payers, patients/guarantors, estate representatives, attorneys, employers, and ECU Health employees) to facilitate the prompt resolution of credit balances or requests for refunds. This involves researching insurance benefits, understanding coordination of benefits between payers, distributing/reapplying or transferring payments to the appropriate date of service/provider or account, and then updating account adjustments, generating refund requests, overpayment notifications or denying refund request according to guidelines. Accurate and timely resolution of overpays, undistributed payments and requests for refunds is based on a knowledge and understanding of contractual obligations as well as regulatory requirements.

Requirements

High school diploma or equivalent or higher.
Associate Degree in Business, Finance, Health Information Management and/or three years of experience in a healthcare revenue cycle or clinic operations leadership role with progressive responsibilities.
Minimum of five years of experience in insurance, finance, medical office, or customer service-related field.
Knowledge of managed care contract billing guidelines is required.
Revenue Cycle (healthcare business, financial, or insurance) experience.
Epic experience.
Knowledge of medical and insurance terminology, CPT, ICD & HCPCS coding structures, and billing forms (UB, 1500).
Effective interpersonal skills, including the ability to promote teamwork.
Must have excellent time management skills and be able to handle multiple, simultaneous tasks effectively and efficiently while maintaining a professional, courteous manner.
Basic math skills and knowledge of general accounting principles.
Ability to ensure a high level of customer satisfaction.
Must be able to work well with others.
Strong verbal and written communication skills required.
Must be detail oriented and organized.
High integrity, including maintenance of confidential information.
Must be able to exercise good judgment and positively influence and lead others, including handling confrontations with poise and efficiency.
Illustrates autonomous, best revenue cycle practices.
Illustrates proficiency in the use of all internal automation and software applications.
Strong problem-solving skills.
Strong quantitative, analytical and organizational skills.
Advanced understanding of an Explanation of Benefits (EOB).
Knowledge of CPT, ICD-10, and HCPCS coding standards.
Understand CMS Memos and Transmittals.
Utilize and understand computer technology.
Communicate orally and in written form.
Ability to manage multiple tasks with ease and efficiency.
Self-starter with a willingness to try new ideas.
Ability to work independently and be result oriented.
Understand insurance terms and payment methodologies.

Responsibilities

Provide general assistance to the Credit Balance team.
Train new staff and provide ongoing training for existing staff.
Monitor activities performed by Credit Balance staff to make sure that accounts (credit balance, undistributed payments, and requests for refunds) are reconciled appropriately and timely.
Complete quality improvement and productivity activities.
Answer questions regarding team functions and assist with team direction.
Reviews credit balances, undistributed payments and requests for refunds to determine the appropriate course of action needed.
Conducts timely and accurate review of credit balances, undistributed payments and requests for refunds to determine the appropriate course of action needed.
Initiate refunds to patients/guarantors, insurance companies, and other third parties by following established refund procedures, contractual obligations, payer and regulatory requirements.
Conduct timely and accurate review of refund requests from payers with contracted recoupment language to reduce future recoupment reconciliations.
Responsible for reviewing, validating and correcting adjustments on accounts based on insurance reimbursement, benefit coverage guidelines, contracted payers, and services provided.
Redistribute and/or transfer payments between PB/HB accounts.
Validate and update patient demographic and insurance information to ensure accuracy of future claims.
Reconcile misdirected and clearing accounts by researching and posting payments to the correct accounts.
Ensures correct reimbursement rates are reflected in refund requests.
Maintains appropriate and accurate system documentation with notes and standard note codes.
Adhere to Compliance Plan and to all rules and regulations of all applicable local, state and federal agencies and accrediting bodies.
Review and resolve accounts assigned via work lists daily as directed by management.
Supporting the Manager as needed.