Patient Accounts Team Lead

About the role

Hiring Range

Overview
Plans, coordinates, monitors and leads the Patient Accounting Customer Service team workflows ensuring effective and efficient daily operations. Provides orientation, training, coaching and mentoring and can support operations as a back-up for team members. Manages and escalates high-level customer complaints and provides immediate resolutions to customers and team members.

What you will do

• Works with managers and team members to provide staff education and communication including but not limited to update sessions, daily correspondence / communication of information pertaining to job performance, individual counseling and skill development, staff morale and motivation. Approachable and helpful to others. Identifies system and workflow improvements to enhance the team's efficiency and reduce repeat calls. Monitors call tracking software and proactively address any concerns and issues with team members.
• Responds to and resolves escalated issues and/or unique or complex requests from customers. Thoroughly researches issues before escalating high-level customer complaints to the Manager/Director. Responsible for customer satisfaction, compliment disposition, complaint resolution and disposition including the measurement, evaluation, and related performance improvement actions.
• Communicates with a positive helpful voice tone and asks pertinent questions to determine the customer's exact need.
• Monitors and supports the productivity goal to ensure the average number of encounters per hour reflects established productivity standard; monitors/supports departmental productivity to meet needs of our customers; monitors the daily workloads of team members and makes adjustments to ensure adequate coverage and that correct procedures are followed.
• Works with team members to meet or exceed quality goals for the department.
• Works with team members to meets or exceed department abandonment rate goals.
• Flexes to meet varying work environments and assignments as needed.

Qualifications

Education

• High School Diploma or GED, (Required)
• Bachelors Degree, Accounting, Finance, Business Administration or related field (Preferred)

Experience

• 3-4 years Revenue Cycle and working in a Customer Service setting (Required)

Skills and Abilities

• Requires strong problem solving skills, high attention to detail, and an aptitude for learning.

Licenses and Certifications

• Certified Healthcare Access Associate (CHAA) - National Association of Healthcare Access Management (NAHAM) (Required)
• CRCR - Healthcare Financial Management Association (HFMA) (Preferred)
• Certified Healthcare Access Manager (CHAM) - National Association of Healthcare Access Management (NAHAM) (Preferred)

To learn more about being a team member with Riverside Health System visit us at https://www.riversideonline.com/careers.