RCM Support Specialist Team Lead

JOB SUMMARY

The RCM Support Specialist Team Lead is a working leader responsible for overseeing the daily operations of the Revenue Cycle Management Support Services team. This role ensures an efficient, high-quality patient billing experience through effective resource planning, workforce management, scheduling, performance monitoring, and team development. The Team Lead leverages data analytics and key performance metrics to identify trends, improve workflows, optimize staffing, and enhance overall revenue cycle performance. This position partners closely with Revenue Cycle leadership to drive operational efficiency, support strategic initiatives, and achieve departmental goals.

ESSENTIAL JOB FUNCTIONS

• Team Leadership & Resource Management
  • Provide day-to-day leadership, support, and guidance to the RCM Support Services teams, which include all methods of communication with the patients in RCM Customer Service and Financial Clearance incoming calls, RCM Billing Inquiry and Financial Clearance appointments, RCM Support Inquiries, on-site RCM support and any outbound call or text campaigns.
  • Aid in executing strategies for transforming the workflows related to the patient billing experience.
  • Analytics & Performance Monitoring
    • Analyze operational and revenue cycle data to identify trends, opportunities, and performance gaps.
    • Call volume
    • Abandonment rates
    • Average speed to answer
    • Financial clearance completion rates
    • Productivity metrics
    • Quality assurance measures
  • Training & Coaching
    • Cookordinate training programs for new and existing team members.
    • Financial Clearance & Patient Support Oversight
      • Oversight financial clearance workflows including:
        • Insurance verification
        • Financial counseling
        • Patient estimates
        • Patient payment collection processes
      • Ensure patients receive accurate information regarding benefits, financial responsibility, and available assistance programs.
      • Assist with escalated patient financial inquiries and complex account reviews.
      • Customer Service Operations
        • Oversee patient billing inquiry workflows and customer service activities.
        • Revenue Cycle Support
          • Collaborate with Financial Clearance, Charge Capture, Customer Service, Payment Posting, and Accounts Receivable teams to resolve workflow issues.

          COMPETENCIES

          • Strong leadership and team development skills.
          • Advanced analytical and problem-solving abilities.
          • Workforce management and resource planning experience.
          • Knowledge of healthcare revenue cycle operations.
          • Excellent communication and presentation skills.
          • Strong customer service and conflict resolution skills.
          • Ability to interpret operational metrics and performance data.
          • Proficiency with Microsoft Excel, Power BI, and reporting tools.
          • Experience with workforce management, scheduling, and operational reporting.
          • Experience developing dashboards and analyzing operational metrics.

          POSITION TYPE AND EXPECTED HOURS OF WORK

          • Full-time position.
          • Standard business hours.

          • BENEFITS

            • 401(K) Company Match
            • Medical and Dental Insurance
            • Vision Benefits
            • Flexible Spending Accounts
            • Pet Insurance
            • Disability Insurance
            • Life Insurance
            • Continuing Education
            • Paid Time Off

            SUCCESS MEASURES

            • Service level achievement
            • Call abandonment reduction
            • Financial clearance completion rates
            • Patient satisfaction
            • Team productivity
            • Quality assurance scores
            • Employee engagement and development
            • Denial prevention and workflow compliance
            • Achievement of departmental operational goals

            EDUCATION AND EXPERIENCE

            • Required:
              • High School Diploma or equivalent.
              • Minimum of 5 years of healthcare revenue cycle experience.
              • Minimum of 2 years of leadership, supervisory, or team lead experience.
              • Experience in patient financial counseling, insurance verification, billing support, or customer service operations.
              • Strong understanding of payer requirements, revenue cycle workflows, and patient financial responsibility.
            • Preferred:
              • Ophthalmology or specialty physician practice experience.
              • Experience with workforce management, scheduling, and operational reporting.
              • Experience developing dashboards and analyzing operational metrics.

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