Patient Account Team Lead

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Deliver expert assistance and fulfill all responsibilities of a Financial Care Counselor.

• Manage and supervise daily registration and financial counseling operations.

• Coordinate patient registration, scheduling, arrivals, point-of-service collections, cash management, work queues, financial counseling, training, and patient/workflow coordination.

• Provide immediate coaching and feedback to Financial Care Counselors.

• Assist the Service Access Manager with front-end revenue cycle tasks.

• Organize work schedules and daily assignments for FCCs, adjusting them as required.

• Recognize supply and resource needs, ensuring proper inventory, utilization, and placement.

• Identify areas for improvement and oversee initiatives aimed at enhancing customer satisfaction and achieving metrics.

• Review revenue cycle reports to track trends and outcomes, pinpoint system issues, and give feedback to staff.

• Ensure compliance with policies and procedures, maintaining high-quality results.

• Engage with team members to assess scripting and patient interactions.

• Monitor hospital work queues to guarantee prompt account resolution.

• Provide coverage during the absence of the Service Access Manager and escalate urgent matters as needed.

• Take part in interviewing, providing hiring feedback, conducting employee evaluations, orientation, training, coaching, and performance development.

• Communicate departmental procedures and updates to the team.

• Engage in staff meetings, quality initiatives, huddles, root cause analysis, and responses to quality/safety events.

• Lead and participate in training sessions and group meetings.

• Adhere to downtime procedures during system outages.

• Support the implementation of new technologies and train staff on related processes.

• Address team issues and adhere to cash, deposit, and internal control audit procedures.

• Perform additional tasks assigned by Hospital Service Access leadership.

⛳️ Requirements

• High School Diploma required; college education preferred.

• 4-5 years of experience in a relevant field.

• At least 2-3 years of experience as a Financial Care Counselor (FCC) or in a similar role.

• Excellent verbal and written communication abilities.

• Basic computer proficiency.

• Minimum six months of data entry experience.

• Familiarity with medical terminology.

• Understanding of telephone etiquette.

• Strong organizational and prioritization skills.

• Capability to provide oral and written instructions effectively.

• Ability to interact politely and courteously with the public.

• Competence in applying departmental policies, rules, and regulations regarding patient information verification, payment collection, and record maintenance.

• Ability to build and maintain effective relationships with colleagues.

• Entry-level supervisory skills, including coaching/counseling and performance assessment.

• Knowledge of staff planning.

• Understanding of preceptor foundations.

• Must be a resident of North Carolina.

🏝️ Benefits

• Remote work arrangement available.

• Monday to Friday, first shift schedule.

• Commitment to equal employment opportunities, diversity, collaboration, innovation, creativity, and belonging.

• Reasonable accommodations for essential physical job functions.