Team Lead, Credit Balance

As the Team Lead, Credit Balance, you will lead the Credit Balance and Cash Posting team. Your role involves building strong relationships with both internal and external business partners and handling escalations to ensure our customers have a great experience. You will create and maintain a collaborative environment within the department and team. You will also help improve operational efficiency, oversee daily processes and workflow, and lead training activities as needed. Ensuring all credit balances are handled accurately and promptly while providing excellent customer service is key. Key Responsibilities :

• Perform duties in a positive manner that aligns with MEDHOST policies and procedures.
• Lead the team by setting a good example, communicating clearly, and setting goals.
• Take on the Manager’s responsibilities when they are absent.
• Help the Manager maintain workflows to meet department and staff goals.
• Develop and maintain training materials, and conduct training and mentoring sessions for new and existing staff.
• Work with management to improve the Credit Balance team.
• Stay updated on credit balance client policies and procedures, and work with other department leads as needed.
• Oversee the resolution of credit balances to ensure all accounts are researched and handled accurately.
• Identify trends in credit balances that may affect the department’s ability to meet goals.
• Assist team members with daily questions, issues, or problems.
• Help the Manager with refund request approvals to be submitted to clients.
• Serve as a backup credit balance representative when team members are on PTO.
• Ensure team members are working on reports (daily, weekly, monthly) in a timely manner.
• Ensure team members are submitting refund requests to facilities regularly.
• Ensure team members are handling correspondence promptly.
• Complete audits of refund requests to ensure accuracy.
• Assist the Manager with payor collection agency research and communication as needed.
• Assist the Manager with payor refund request disputes as needed.
• Assist with remediation projects as needed.
• Oversee Medicare Credit Balance Reporting.
• Prepare and complete employee annual reviews with the Manager.
• Meet with each team member regularly to provide feedback on strengths, weaknesses, accomplishments, and areas for improvement.
• Help the Manager plan daily workflow and work distribution.
• Monitor and maintain performance standards, ensuring production and quality standards are met, and inform the Manager of any performance issues.
• Assist with maintaining timekeeping records, PTO requests, and ensure adequate departmental staffing at all times.
• Maintain strict confidentiality related to employee and patient records.
• Attend annual compliance / HIPAA training as required.
• Conduct staff meetings as required.
• Assist with the interview process and recommend candidates for new and replacement positions.
• Assist leadership with supervisory activities as directed.
• Perform other duties as assigned. Administrative Duties :
• Accurately input, submit, and approve worked time by the required departmental deadlines.
• Maintain department documentation and records of customer interactions.
• Provide training and create training materials to help team members and customers.
• Stay updated on MEDHOST core products by attending training classes.
• Keep up with industry knowledge through self-study.
• Attend and participate in team and departmental meetings.
• Respond to emails, Microsoft Teams messages, and phone calls promptly.
• Ensure all HIPAA Privacy and Security requirements are followed.
• Help the leadership team evaluate team skills and suggest improvements.
• Book travel according to company and department travel policies. Knowledge, Skills, and Abilities :
• Knowledge of computer applications like Excel, Word, email, and database software. MEDHOST (HMS) knowledge is preferred.
• Understanding of hospital billing and revenue cycle terminology.
• Ability to access protected health information (PHI) according to departmental guidelines.
• Skilled in making accurate arithmetic calculations.
• Excellent communication skills (both verbal and written), good judgment, tact, initiative, and resourcefulness.
• Thorough understanding of the hospital cash posting process.
• Detail-oriented, organized, and able to multi-task.
• Ability to build supportive relationships with peers, clients, partners, and executives.
• Ability to motivate and inspire team members through strong consultative skills.
• Flexible with a “can do” attitude and able to remain professional under pressure. Training and Experience :
• High School diploma or equivalent required.
• 3 years of experience in cash posting in a healthcare business office environment.
• Ability to understand explanations of benefits and accurately post cash and adjustments to patient accounts.
• Ability to follow directions and work independently according to department standards.
• Ability to interact successfully with all levels of staff and management and respond positively to direction and supervision.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, etc.).
• Customer service oriented. Other Requirements :
• Willingness to travel up to 10%.
• High-speed internet access and unlimited data.
• Smartphone for DUO and Microsoft authentication.