We work hard to make Acclara a great place to work. Our people are our greatest assets, and we encourage employees to grow and develop, assuming greater responsibilities and leadership roles.

JOB SUMMARY

We are looking for a Team Lead for our Patient Services Department. The Team Lead will govern all aspects of performance relating to the professional and mechanical skills of the Operations Team Lead, their job functions, and duties. This position requires extensive experience and explicit judgment to plan, set and accomplish goals as an individual as well as a team.

Responsibilities for Team Lead (Operations)

• Team Performance

1. Provide Patient Friendly Customer Service
2. Assist with the development and implementation of operational policies and procedures
3. Be familiar with a variety of field concepts, practices, and procedures including patient and insurance billing
4. Manage queue in line with SLAs

• Statistical Reporting

1. Generates / Compile Production Reports
2. Generate / Compile Account Receivable Reports
3. Generate / Compile Employee Personnel Reports
4. Ensure reports are worked by specific staff monthly

• Employee Management

1. Supervision of the Customer Service Team (CST)
2. Mentor and train individuals and the team members daily
3. Complete requested number of Daily Call Assessments
4. Monitor individual and team performance daily by walking the floor continuously

• Quality Assurance

1. Assist & Resolve Patient Inquiries/Requests in 24 Hour Period
2. Handle escalated calls
3. Monitor calls, coach and barge calls as necessary
4. Answer in and outbound calls, account research, insurance and adjustment identification to ensure proper account resolution

• Communication

1. Liaison between CST and other management, branches, and/or company departments
2. Liaison between patients, patients’ relatives, and the healthcare organization
3. Answer questions, handle complaints and properly address problems and concerns
4. Communicate, explain, and effectively implement policies and procedure

Skills for Team Lead (Operations)

• Ability to access the performance level and effectiveness of individuals and/or the team
• Ability to identify individual and/or team personal and professional strengths and utilize those strengths to improve the overall performance of the team
• Ability to identify an individual and/or team performance weakness and strategize, develop, and implement a method and plan for improvement
• Excellent verbal and written communication skills
• Detail oriented and well organized
• Outstanding listening skills
• Ability to exhibit a professional and positive disposition always
• Good problem-solving skills
• Ability to learn and stay abreast of relevant policies
• Ability to perform under pressure in a calm manner
• Open to innovative ideas and change
• Team Player
• Knowledge of EOB’s, CPT & ICD-10 codes, HCFAs, UB04s, HCPCS, DRGs and authorizations/referrals
• Computer literate - able to use basic functions of a computer
• Ability to type a minimum of 30 wpm
• Basic math skills
• High degree of accuracy
• Reliable attendance record
• Assist with Special Projects
• Other duties as Assigned

Qualifications for Team Lead (Operations)

• High school diploma, or equivalent required
• 2 years of experience as a patient service representative. A full understanding of customer service, insurance follow-up processes (i.e., Billing, Collections, Managed Care, Medicare, Medicaid, and Commercial Practices), and well developed inter-personal skills.

COMPETITIVE PAY AND BONUS OPPORTUNITIES AVAILABLE.

Acclara is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.


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