Team Lead, Revenue Cycle Leads

CentralReach • Fort Lauderdale, FL

2d • $80,000 - $85,000 • Hybrid

About The Position

CentralReach is a leading provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. Trusted by more than 200,000 users, we enable therapy providers, educators, and employers to scale the way they deliver ABA and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction. We are looking for a highly skilled and proactive Team Lead to join our team. This role will focus on ensuring the success of our clients by driving optimal customer engagement, achieving a 95%+ collections rate, and proactively managing account risks. A successful candidate will be strategic advisor providing valuable insights to customers, while collaborating with internal teams to drive renewals and enhance overall team performance. Advancement to Team Lead requires mastery of Level 3 responsibilities.

Requirements

• Bachelor's degree or equivalent work experience in a related field (Healthcare, Business Administration, Finance, etc.)
• Proven experience in client success, customer service, or revenue cycle management (RCM)
• Strong understanding of the RCM process and its impact on collections and customer satisfaction
• Excellent communication, interpersonal, and problem-solving skills
• Proven track record of managing customer escalations and addressing issues proactively
• Ability to act as a strategic advisor to customers, understanding their business needs and recommending appropriate solutions
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment
• Proficiency in Microsoft Office Suite and CRM software; experience with RCM-related tools is a plus

Responsibilities

• Primary Point of Contact for internal team inquiries and issue resolution.
• Manage and resolve escalations , ensuring timely and effective communication between stakeholders.
• Act as a liaison between RCL and internal departments (Operations) to streamline processes and enhance collaboration.
• Develop and maintain SOPs for onboarding, engagement, and retention to ensure consistency and best practices.
• Support implementation of KPI’s for team
• Support the team in managing customer escalations, providing guidance, and collaborating solutions to ensure customer satisfaction.
• Understand and Drive RCM Process
• Develop a deep understanding of the Revenue Cycle Management (RCM) process, collaborating with customers to optimize workflows for maximum efficiency and improved collections.
• Achieve 95%+ Collections Rate
• Work closely with internal teams to help achieve a 95%+ collections rate.
• Analyze data to identify areas for improvement and ensure timely collections.
• Identify and Improve Service Utilization
• Assess service utilization, identifying areas for improvement.
• Provide actionable recommendations to optimize services, improve efficiency, and enhance customer experience.
• Mitigate Account Risks
• Proactively identify and address risks to customer accounts, working collaboratively with internal teams to mitigate potential issues and ensure long-term retention.
• Customer Training & Education
• Ensure customers are well-trained on tools, processes, and their role in the partnership, offering continuous support to ensure effective utilization of resources.
• Act as a Strategic Advisor
• Develop a deep understanding of the customer's business and overall relationship with the company.
• Act as a trusted advisor, offering recommendations and insights that drive long-term success and strengthen the partnership.
• Collaboration with Internal Stakeholders
• Work closely with internal teams, including AR, Billing, Posting, Account Managers, and SW CSL, to resolve issues, streamline processes, and deliver optimal outcomes for customers.
• Work on Renewals
• Collaborate with internal teams to manage and support customer renewals, ensuring customers are satisfied and committed to continuing the partnership.

Benefits

• competitive compensation
• comprehensive health benefits
• generous PTO
• 401(k) matching
• paid parental leave
• hybrid work schedules
• career development support
• wellness programs
• opportunities to give back through CR Cares™, our community engagement initiative

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees