RCS Team Lead –Follow Ups/Denials

Indiana University Health; Indianapolis (IN); On-site; USD 65,000 - 90,000; Full time

Job summary

Indiana University Health is seeking an RCS Team Lead to guide frontline operations in patient access and call center workflows. The role emphasizes coaching, real-time problem solving, and ensuring a high-quality patient experience across scheduling teams.

The ideal candidate brings 2–3+ years in healthcare call centers or related fields, strong communication and analytical skills, and the ability to thrive in a high-volume, fast-paced environment.

Qualifications

• 2–3+ years' experience in healthcare, patient access, or call center operations.
• Strong communication and problem-solving skills.
• Ability to work in high-paced, high-volume environment.
• Experience with Indiana University Health Revenue Cycle Services preferred.

Responsibilities

• Serve as frontline leader ensuring adherence to workflows and delivering a consistent patient experience.
• Acts as a subject matter expert providing real-time coaching and operational support.
• Provide real-time support to scheduling staff for call handling and workflows.
• Monitor call volume, work queues, and referral activity.
• Assist with staffing adjustments and adherence monitoring.
• Serve as an escalation point for scheduling issues and patient concerns.
• Track team and individual performance metrics.
• Provide coaching and feedback to improve outcomes.
• Reinforce adherence to workflows and expectations.
• Support leadership with attendance and performance concerns.
• Coach team members to improve performance and skills.
• Support onboarding and training of new hires.
• Serve as subject matter expert for workflows and systems.
• Facilitate team huddles and share updates.
• Identify and elevate workflow issues or inefficiencies.
• Reinforce accurate documentation and compliance.
• Support process improvement initiatives.

Skills

Communication

Problem solving

Healthcare experience

Call center operations

Team leadership

Education

High school diploma

Bachelor's degree

Job description

Overview

Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our team in the role of RCS Team Lead.

RCS Team Lead

Role Responsibilities

• Serves as a frontline leader ensuring adherence to workflows and delivering a consistent patient experience.
• Acts as a subject matter expert providing real-time coaching and operational support.
• Provide real-time support to scheduling staff for call handling and workflows.
• Monitor call volume, work queues, and referral activity.
• Assist with staffing adjustments and adherence monitoring.
• Serve as an escalation point for scheduling issues and patient concerns.
• Track team and individual performance metrics.
• Provide coaching and feedback to improve outcomes.
• Reinforce adherence to workflows and expectations.
• Support leadership with attendance and performance concerns.
• Coach team members to improve performance and skills.
• Support onboarding and training of new hires.
• Serve as subject matter expert for workflows and systems.
• Facilitate team huddles and share updates.
• Identify and elevate workflow issues or inefficiencies.
• Reinforce accurate documentation and compliance.
• Support process improvement initiatives.

Candidate Qualifications

Preferred:

• High school diploma required; bachelor’s degree preferred.
• 2–3+ years' of experience in healthcare, patient access, or call center operations.
• Strong communication and problem-solving skills.
• Ability to work in -paced, high-volume environment.

Required:

• 2 years of experience with Indiana University Health Revenue Cycle Services strongly preferred.
• Requires expert knowledge of revenue cycle requirements and regulations.
• Requires a high level of interpersonal, problem solving, and analytic skills.
• Requires effective written and verbal communication skills in both individual and group settings.
• Requires the ability to promote teamwork and develop team members.
• Requires the ability to take initiative and meet objectives.

Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states.

IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals, and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana.

Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.

We are an equal opportunity employer. IU Health does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.