Patient Account Team Lead

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

📋 Description

• Act as the primary support for Financial Care Counselors at hospital locations.

• Collaborate with the Service Access Manager to ensure tasks are completed efficiently and in line with established policies and procedures.

• Execute duties of a Financial Care Counselor, such as patient registration, appointment scheduling, arrival management, point-of-service collections, cash handling, work queue oversight, financial counseling, and training.

• Oversee daily activities related to registration and financial counseling.

• Offer real-time coaching and constructive feedback to Financial Care Counselors.

• Assist with front-end revenue cycle operations and patient/workflow coordination.

• Organize FCC work schedules and daily tasks, adjusting them as necessary.

• Identify supply and resource requirements while maintaining adequate inventory.

• Recognize opportunities for improvement and monitor initiatives aimed at enhancing customer satisfaction and achieving metrics.

• Analyze revenue cycle reports, track trends and outcomes, identify system issues, and provide training and feedback.

• Ensure compliance with policies and procedures.

• Engage with team members to assess scripting and patient interactions, providing feedback as needed.

• Monitor hospital work queues, including Patient, Account, Charge Review, PB, and HB Claim Edits, to ensure timely account resolution.

• Offer support at the hospital location when the Service Access Manager is unavailable and escalate urgent concerns.

• Participate in interviews and provide input on hiring, termination, and employee evaluations.

• Inspire, train, coach, orient, and evaluate both new and existing staff.

• Communicate departmental procedures and updates to the team.

• Attend and contribute to staff meetings, huddles, quality initiatives, root cause analysis, and quality/safety event responses.

• Participate in, lead, and attend training activities and group meetings.

• Adhere to downtime procedures during system outages.

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

• Address team issues promptly and with consideration.

• Follow protocols for imprest cash and end-of-day deposits.

• Engage in internal control audits to ensure team compliance.

• Carry out additional responsibilities as assigned by Hospital Service Access leadership.

⛳️ Requirements

• Must be a resident of North Carolina.

• Minimum of a High School Diploma; college education preferred.

• 4–5 years of relevant experience, including at least 2–3 years as an FCC or in a similar role.

• At least six months of data entry experience.

• Strong verbal and written communication abilities.

• Basic proficiency with PC applications.

• Familiarity with medical terminology.

• Understanding of proper telephone etiquette.

• Capacity to organize and prioritize tasks effectively.

• Ability to provide clear oral and written instructions.

• Skill in interacting tactfully and courteously with the public.

• Capability to apply departmental policies, rules, and regulations related to verifying patient information, collecting payments, and maintaining records.

• Ability to establish and maintain effective working relationships with colleagues.

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

• Understanding of staff planning processes.

• Foundations in preceptorship.

• No specific degrees, licensure, or certifications required.

🏝️ Benefits

• Remote position with a Monday–Friday schedule (first shift).

• Flexible work schedule to accommodate operational needs.

• Equal employment opportunity for all.

• Provision for reasonable accommodations for essential physical job functions.