Patient Inquiry & Escalation Lead, Healthcare Financial Operations

Key job responsibilities

• Answer inbound patient inquiries and actively manage the team's work queues to ensure timely resolution of patient billing and insurance questions.
• Handle complex escalations with empathy, working toward a 1-touch or no-touch resolution model that maximizes satisfaction while maintaining efficiency.
• Develop new KPIs to measure team effectiveness, queue management efficiency, and patient satisfaction, using analytics to identify improvements.
• Contribute to AI-driven initiatives, including sentiment analysis tools and self-service capabilities for zero-touch resolution.
• Work collaboratively to develop training programs focused on empathetic patient interactions and effective inquiry management.
• Work with cross-functional teams to inform them of defects and trends so they can create root cause solutions upstream.
• Mentor colleagues on best practices for sensitive billing conversations, collect and analyze patient feedback, generate reports on key metrics for leadership, and develop strategic recommendations to support automation initiatives and process standardization.

Basic Qualifications

• Bachelor's degree or equivalent
• 3+ years of professional experience
• 5+ years of healthcare customer service experience

Preferred Qualifications

• 3+ years of creating process improvements with automation and analysis experience
• 3+ years of identifying incomplete or inaccurate data, identifying the root cause and creating/implementing an escalation plan experience
• 5+ years of healthcare revenue cycle experience in a hospital or physician setting