Patient Accounts Team Lead

Riverside Health; United States; On-site; USD 27,000 - 35,000; Full time

Job summary

Riverside Health in Newport News, Virginia, is seeking a Patient Accounting Customer Service lead to oversee daily operations and team workflows. The role includes education, coaching, and back-up support for the team to ensure smooth service delivery.

The position emphasizes resolving escalated customer issues, researching problems, maintaining productivity, and upholding high customer satisfaction with a positive, helpful tone.

Qualifications

• Requires High School Diploma or GED; bachelor’s degree preferred.
• 3-4 years Revenue Cycle and Customer Service experience.
• Strong problem solving, high attention to detail, and learning aptitude.

Responsibilities

• Coordinates staff education and communication with managers and team members.
• Identifies system and workflow improvements to boost efficiency and reduce calls.
• Monitors call tracking software and addresses team concerns.
• Resolves escalated customer issues and conducts thorough issue research.
• Ensures productivity and quality goals are met and maintained.
• Provides back-up coverage and coaching as needed.

Skills

Problem solving

Attention to detail

Learning aptitude

Education

High School Diploma or GED

Bachelor's degree in Accounting/Finance/Business Administration or related field

Job description

Newport News, Virginia Hiring Range $19.70 - $25.63/Hourly Actual pay is determined based on job-related factors such as relevant experience, education, credentials, skills, internal equity, and business needs.

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)

If loving your work is important to you, consider a career at Riverside. By joining our team, you can make a difference in people's lives. Our mission is to care for others as we would care for those we love. We extend that sense of caring to every patient, resident and customer, as well as to each member of our team. We offer care at all stages of life, in hundreds of locations, giving you room to grow your career, along with great benefits and perks. At Riverside Health, your trust and safety are our top priorities.