Patient Accounts Team Lead

Responsibilities

• 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.

Requirements

• 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) To learn more about being a team member with Riverside Health System visit us at https://www.riversideonline.com/careers .

Pay

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.