Patient Account Resolutions Team Lead

This is a fully remote position, open to applicants in Alabama, +1 more state.

📋 Description

• Implement the vision, mission, and goals of the call center.

• Achieve or surpass departmental key performance indicators (KPIs).

• Foster ongoing two-way feedback and encourage continuous enhancement.

• Assist agents by managing complex accounts and handling escalated calls.

• Maintain effective communication with agents, supervisors, and managers.

• Conduct side-by-side live monitoring with Patient Account Resolution Specialists for up to 90 minutes each day.

• Oversee PIR and other incident-related cases.

• Monitor queue status and overall call center operations.

• Provide management with insights regarding employee performance and coaching requirements.

• Enhance work processes and procedures.

• Create, update, and maintain procedural documentation.

• Supervise call center specialists and offer hands-on leadership during each shift.

• Manage billing office reminders and follow up with patients.

• Assist with both inbound and outbound dialer queues during peak call volumes.

• Work rotational weekend, inclement-weather on-call, or after-hours shifts as necessary.

⛳️ Requirements

• A GED or High School Diploma is required.

• A minimum of 6 months of Early Out Call Center experience or equivalent experience in another revenue cycle role.

• Previous leadership experience is preferred, demonstrating the ability to guide and support a team.

• Familiarity with customer service best practices.

• Understanding of discount calculations.

• Knowledge of client requirements and guidelines.

• Comprehension of billing and recovery cycles.

• Awareness of legal rules and regulations related to billing, collections, and HIPAA.

• Proficiency in Windows-based systems and Microsoft Office applications.

• Understanding of administrative and clerical procedures and systems.

• Knowledge of business and management principles.

• Ability to communicate fluently in and comprehend English.

• Capability to move around the call center floor for up to 8 hours.

• Frequent use of a desktop computer or laptop.

• Ability to communicate clearly and professionally with patients over the phone.

• Strong listening abilities.

• Capacity to interact with a mobile workstation.

• Willingness to work rotational weekend shifts, on-call during inclement weather, or after-hours shifts as required.

🏝️ Benefits

• Full-time employment opportunities.

• Remote work options for EST-based roles.

• Chance to collaborate with subject matter experts and operations executives.

• A collegial environment that emphasizes professionalism and teamwork.