ONE CALL RESOLUTION TEAM LEAD

Premier Health Partners; Dayton (OH); Hybrid; USD 52,000 - 72,000; Full time

Job summary

Premier Health Partners is seeking an On Call Resolution Team Lead to support patient financial services. The role combines balance resolution with pre-service activities and requires travel to home offices and Premier sites as needed.

The position requires 3–5 years of related experience, strong numerical skills, and proficiency with Windows-based systems. Collaboration with multiple departments ensures timely financial clearance and regulatory compliance.

Qualifications

• High School diploma or GED required.
• Associates degree preferred in related field.
• Proficiency with Windows-based computer technology; keyboarding.
• Experience with Medicaid and financial assistance programs preferred.
• Knowledge of third-party collections, registrations, billing, contracts is desirable.

Responsibilities

• Resolve patient account balances and coordinate pre-service activities.
• Assist with financial clearance, collect on accounts and reduce bad debt.
• Evaluate eligibility for Medicaid, charity care, and other funding sources.
• Communicate with patients and payers via phone, MyChart, email, and written correspondence.
• Travel to Premier sites outside of the hired location as needed.
• Monitor work queues and mentor staff; ensure productivity and training compliance.

Skills

Multitasking

Verbal communication

Mathematical aptitude

Relationship building

Typing 30 wpm

Time management

Adaptability

Education

High School diploma

Associates Degree preferred

Tools

Windows OS

Billing software

Microsoft Office

Job description

ON CALL RESOLUTION TEAM LEAD

HYBRID; WILL REQUIRE SOME TRAVEL TO HOME OFFICE

9:30AM-6PM; MONDAY THROUGH FRIDAY

• MUST RESIDE WITHIN 50 MILES OF OFFICE

FULL TIME / 80 HOURS PER PAY PERIOD

The One Call Resolution Team Lead (OCRTL) supports the PHP mission, vision, and values through resolution of the patient’s account balance and coordinating pre-service activities, in accordance with PHP policies and various regulatory compliance rules. The OCRTL shares the fiscal responsibility with other Revenue Cycle Departments to complete timely financial clearance on accounts, collect on accounts, reduce bad debt, advise, and subsequently obtain required information to process applications for all available financial assistance programs, including evaluating patient’s eligibility for Medicaid, state and hospital-sponsored charity care programs and other available funding sources. The OCRTL assesses and determines a plan for resolution including following cash management techniques when collecting money. This position serves as gatekeeper for managed care contracts serving as a liaison between the insurance companies and the Managed Care Department. The OCRTL understands the hospital’s financial and discounting policies by using critical thinking to provide guidance to reach the best resolution based upon the patient’s situation. This position also serves as a point of contact for any patient escalations that arise during the pre-services process including but not limited to scheduling for services, providing estimates, and or addressing patient complaints.

OCRTL’s communicate via phone, MyChart, email, and in writing with patients and payers to obtain any information necessary to ensure payment of services. OCRTL’s are required to travel to and work from any Premier site outside of their hired location based on staffing and patient needs to perform each of these responsibilities.

The OCRTL collaborates with other departments within the hospital and outside eligibility vendors as necessary. The OCRTL uses financial systems to document data and conducts procedures to assist the patient in filing for Medicaid and/or other public assistance programs.

This position monitors and maintains departmental work queues ensuring accounts are worked efficiently for pre-services, conducts training, and provides mentoring to staff. The OCRTL must meet and maintain departmental and individualized productivity and efficiency standards and must successfully complete all required annual training and pass all competencies.

Education

Minimum Level of Education Required: High School completion / GED

Additional Requirements

Preferred educational qualifications: Associates Degree preferred in related field.

Position specific testing requirement: Must be proficient with Windows-based computer technology, including keyboarding.

Licensure/Certification/Registration

Medical Terminology and coding knowledge preferred.

Experience

Minimum Level of Experience Required: 3 - 5 years of job related experience

Preferred experience: Experience working with the public is preferred. Courses/workshops in compliance, medical self-pay accounts receivable management, Medicaid, medical billing preferred. Familiarity with statutes and regulations regarding self-pay collections practices and financial assistance is preferred. Associates degree in Healthcare or Business can be substituted for two years of experience.

Other experience requirements: Overall knowledge of patient registration, third party collections, verification of insurance benefits, Medicaid and other government programs, financial assistance, hospital billing and/or managed care contracts is required. 4 + years of recent financial assistance, billing, insurance verification, or self-pay accounts receivable management healthcare experience in a /medical setting or financial institution setting. Basic knowledge of debits and credits required. Prepare reports on the status of credit and collections, and other operating statements is required. Must possess good math skills and pass a skills test which includes calculating co-pays and deductibles within 90 days from hire.

Knowledge/Skills

• Ability to perform a variety of tasks, often changing assignments on short notice.
• Must be adept at multi-tasking.
• Will be required to learn and work with multiple software/hardware products to be used during the course of an average work day.
• Must possess excellent verbal and listening communication skills and be able to maintain a professional demeanor in stressful situations.
• Must be adept with machinery typically found in a business office environment.
• Possesses mathematical aptitude to make contractual calculations and estimate patient financial obligations to achieve financial clearance.
• Able to build productive relationships with all contacts.
• Must be proficient in Windows-based computer technology, including keyboarding and typing at least 30 wpm.
• Prefer minimally one-year experience in a hospital, medical office/clinic, or insurance company.
• Overall knowledge of third party collections, registration, billing and contracts is preferred.