Position Overview: The Client Relationship Team Leader is responsible for a variety of duties with a focus on Client Billing and ensuring premier customer service and support to the clients we serve. Responsibilities include providing feedback on Accounts Receivable issues to the Manager of Lab Revenue Cycle and the Senior Director of Lab Revenue Cycle, leading the team of Client Relationship Team with all aspects of revenue cycle management including, but not limited to, creating invoices, submitting invoices, billing follow-up, payment posting, and answering any client questions or addressing concerns.
- Directly manages the Client Relationship Team.
- Provides management, guidance and training to staff in daily operations.
- Motivates staff and organizes day to day activity of department.
- Understands and ensures compliance for regulatory, accreditation and system process.
- Alerts the Manager of Lab Revenue Cycle regarding any anomalies with the integrity of the billing database.
- Conducts both weekly standup and monthly staff meetings. Prepares agendas and forwards meeting notes to Manager of Lab Revenue Cycle.
- Reviews monthly and weekly Accounts Receivable dashboards. Identifies opportunities for improvement and develops plan to implement necessary changes to meet performance expectations.
- Reviews accounts receivable on at least a monthly basis to ensure accounts receivable is within established standards.
- Develops and implements action plans to address variances in accounts receivable standards.
- Prepares and submits clean invoices to clients either electronically, by paper, or direct data entry into client portal.
- Manages client invoicing process.
- Manages unbilled accounts; research and resolve issues as appropriate.
- Assists with maintaining net receivables based upon contractual requirements.
- Performs the correct revenue cycle process (i.e. billing or payment posting functions) to ensure timely filing guidelines.
- Responsible for providing effective, accurate, and timely processing and posting of client (consumer) payments manually.
- Researches missing or unallocated client payments.
- Resolves discrepancies payment variances.
- Encourages innovation to foster exception customer service.
- Performs office related support tasks, clerical duties and/or general office duties which may include creating reports, typing, filing, faxing, answering telephones, taking messages, and making copies.
- Generates reports and takes actions to report on Key Performance Indicators such as clean claim rate, days in accounts receivable, bad debt percentage, etc.
- Maintains strictest confidentiality; adheres to all HIPAA guidelines and regulations.
- Demonstrates attention to detail, initiative, and judgment.
- Exhibits poise, tact, and compassion dealing with patients and clients
- Performs other duties and special projects as assigned.
Education and Experience:
- High school diploma or equivalent GED; Associates degree preferred.
- 4+ years’ experience in a position meeting and communicating with the public.
- 4+ years of billing, payment posting, or accounts receivable experience in a healthcare setting
- At least one year of supervisory experience of at least five employees
- Proficient in Microsoft Office Suite, especially Excel
Customer Service: Demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer within the resources that can be made available.
Integrity: Upholds personal and professional ethics and values, considering the values of RCA and respecting the culture, beliefs and abilities of individuals.
Ability to effectively deal with difficult people: the ability to respond to difficult customer behavior with diplomacy and tact including defusing anger, creating rapport an influencing behavior.
Work Environment: May work in a variety of environments including professional offices, clinics, hospitals, or out-patient facilities. They spend much of their time on their feet, actively working with patients.
Physical Demands: While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.
Travel: Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected