Team Lead Operations Account Management (OAM)

CPSI

About The Position

The Team Lead - Acute Billing Operations is responsible for day-to-day operational performance and execution for assigned clients and serves as the primary operations liaison between client facilities and internal delivery teams. The role focuses on tactical revenue cycle outcomes across full-cycle claims processing, including billing, follow-up, collections, denials, and claim resolution workflows. It monitors operational performance and client relationships, translates client needs into operational priorities, tracks key performance indicators, identifies risks and trends, and supports timely issue resolution to protect cash, accounts receivable performance, and client satisfaction. The position provides operational mentorship to staff by reinforcing daily best practices, supporting training and performance efforts, and helping remove execution barriers. Success is measured by client retention, escalation volume, and core revenue cycle performance indicators. The role leads operational work for domestic-only clients as needed and supports accurate customer invoicing and monthly invoicing processes. The position includes management responsibilities for staffing, hiring, orientation, performance management, annual reviews, training, coaching, employee records, and application of company policies and employment laws. All work must comply with Equal Employment Opportunity laws, HIPAA, ERISA, and other applicable regulations. Other job-related duties may be assigned, and goals and objectives may change.

Requirements

Experience leading or managing a team of 5–10 direct reports, specifically Claims Billers.
At least 5 years of experience in acute hospital revenue cycle functions, with strong exposure to full-cycle billing, follow-up, collections, and claim resolution.
Working knowledge of insurance regulations, reimbursement practices, procedure and diagnosis coding, and automated billing workflows.
Ability to resolve issues, including complex account research, root-cause identification, and corrective actions.
Strong client-facing written and verbal communication skills, including the ability to explain operational findings, timelines, and next steps.
Strong critical-thinking, organizational, and time-management skills, with attention to detail, accuracy, and follow-through.
Proficiency with Microsoft Office, including Excel, Outlook, and Word, and comfort working across multiple systems and reporting outputs.
Bachelor’s degree or an equivalent combination of education and relevant experience.

Nice To Haves

At least 2 years of Medicare hospital billing experience and/or demonstrated expertise with government payers, including Medicare and Medicaid.
Experience with hospital billing platforms and/or EHR/RCM systems such as Thrive, Epic, Cerner, or comparable tools.
Advanced revenue cycle analytics capability, including denial or underpayment trending, operational KPI reporting, and dashboard interpretation.
Prior experience in client management, escalations, service recovery, and cross-functional coordination.
Exposure to invoicing processes, contract compliance validation, and operational performance governance.

Responsibilities

Monitor daily operational performance, action plans, battle cards, and client KPIs, including A/R days, cash performance, denial trends, and accuracy measures.
Serve as the primary operational contact between client facilities and internal delivery teams, ensuring timely, accurate, and consistent communication.
Translate client needs, issues, and requests into actionable operational priorities and execution plans.
Identify operational risks, analyze performance trends, and support issue resolution to prevent revenue leakage and service disruption.
Ensure accurate reporting, clear status updates, and effective communication of issues to internal stakeholders and, as appropriate, client contacts.
Lead operational work for domestic-only clients as needed.
Review statistical reports and dashboards, identify trends, risks, and deficiencies, and develop and implement corrective action plans.
Lead tactical efforts to improve operational efficiency and reimbursement through standardized workflows, issue triage, and cross-functional collaboration.
Respond promptly to client inquiries, provide resolution timelines, and proactively escalate risks such as unbilled accounts, claim issues, and operational blockers to leadership.
Coordinate with operations, finance, payer relations, technology, and strategic client management or sales counterparts to resolve issues and maintain a consistent client experience.
Understand contract terms and ensure operational billing, invoicing, and service delivery comply with negotiated requirements.
Maintain current knowledge of hospital billing systems, government payer programs, third-party reimbursement policies, and applicable regulations.
Protect the confidentiality of patient and client information.
Attend required meetings and remain current on industry trends, legislative changes, and best practices.
Ensure customer invoice accuracy, support monthly invoicing, validate supporting details, and address discrepancies.
Recruit, screen, and select candidates for current and future staffing needs, and orient new hires.
Ensure staffing structures and hiring plans are appropriate to required performance and productivity levels and remain within budget.
Use the company performance management program, provide ongoing feedback, address non-performance, and complete annual employee reviews and submit them to Human Resources.
Ensure employees understand their roles and responsibilities and keep job descriptions current.
Support organizational development and training programs, and mentor, guide, and coach direct reports.
Communicate corporate matters as directed by Corporate Communications or senior management.
Administer internal policies and procedures in accordance with corporate, human resources, budgetary, and finance guidelines, and maintain accurate staff records.
Comply with employment laws and regulations, including equal employment opportunity requirements.
Perform other duties as assigned.