[Hiring] Patient Account Resolutions Team Lead @Ovation Healthcare

Role Description

The Patient Account Resolution Lead provides essential leadership and support to Patient Account Resolution Specialists, ensuring adherence to established processes and procedures. This role involves:

• Real-time coaching, mentoring, and motivating team members.
• Offering guidance on procedural questions and driving continuous improvement.
• Identifying training needs and ensuring team schedule adherence for optimal coverage.
• Monitoring performance to meet call center metrics.
• Managing unassigned follow-up accounts and handling escalated calls.
• Supporting management with supervisor-level approvals.

Qualifications

• Knowledge of customer service best practices.
• Knowledge of calculating discounts.
• Knowledge of client requirements and guidelines.
• Understanding of billing and recovery cycle.
• Understanding of legal rules and regulations pertaining to billing, collections, and HIPAA.
• Working knowledge of Windows-based systems and Microsoft Office products.
• Knowledge of administrative and clerical procedures and systems.
• Knowledge of business and management principles involved in strategic planning.

Requirements

• GED or High School Diploma required.
• Minimum of 6 months of Early Out Call Center experience, or equivalent experience in another revenue cycle role.
• Prior leadership experience is preferred, with a demonstrated ability to guide and support a team.

Benefits

• Opportunity to collaborate with highly skilled subject matter specialists and operations executives.
• Collegial atmosphere of professionalism and teamwork.

Work Experience, Education, and Certifications

• Ability to move around the call center floor for up to 8 hours.
• Frequent use of a desktop computer or laptop for data entry, communication, and reporting.
• Ability to communicate clearly and professionally with patients over the phone system.
• Strong listening skills to accurately interpret and address patient needs.
• Ability to interact with a mobile workstation to provide support to other specialists.