Patient Services Team Lead – IPS- Integrated Practice Solutions – Duluth, GA

IPS (Integrated Practice Solutions) is formed by multiple technology-focused companies, including ChiroTouch, ACOM Health, ClinicSource, and RevolutionEHR, providing products and services to various healthcare professionals and organizations.

Patient Service Team Leads are responsible for patient accounts receivables for multiple clients and ensure accurate and timely patient billing processes. Team Leads also assist fellow team members with guidance and assist the management team with supervisory responsibilities.

Responsibilities

• Maintain a high level of professionalism when dealing with patients, clients, attorneys, and adjusters when processing is written and verbal inquiries.
• Answer patient balance questions via phone que in a professional and timely manner.
• Handle all patient statement processing for assigned clients as scheduled.
• Review and reconcile patient statements for accuracy-related to insurance and posting transactions before client review or patient statement submission.
• Provide timely and accurate feedback to medical billing clients based on insurance denials that affect patient balances.
• Provide monthly reporting analysis to clients and management.
• Maintain goals and benchmarking statistics for assigned clients and adhere to each client matrix accordingly.
• Maintain patient confidentiality according to HIPAA guidelines.
• Address department backlogs with action plans in coordination with both team and management.
• Provide swift escalation to clients and/or management that have negative implications related to accounts receivable, address or assist as assigned.
• Ensure department deadlines are met.
• Consistently meets/exceeds insurance Patient AR objectives related to outstanding aging categories (30,60,90+) for assigned clients. Assist team as necessary to meet/exceed team objectives.
• Adhere to Service Level Agreements / Benchmark
• Assist with planning & control, process monitoring, assignment & review of workload, analysis of SLA parameters versus team performance and planning continuous performance improvement, process optimization, adherence to reporting schedules, and maintaining all necessary documentation.
• Organizing and scheduling resources.
• Daily monitor team performance of client assignment responsibilities and RCM- Patient Support Queue- provide feedback and escalate to management as necessary
• Maintain cordial relationship with team members
• Field daily questions and grievances from the team. Escalate to Management as required.
• Provide feedback to management on a regular basis for minimizing absenteeism and rate of attrition
• Provide feedback for team members’ performance review at the regular intervals
• Follow the norms required and maintain discipline within the team to meet Quality Standards and remain compliant with SLAs.
• Build a congenial work environment to reduce the stress among the team members and boost their morale
• Analyze, identify, and administer training needs for all team members
• Introduce and refine measures supporting and enhancing quality service to the clients.
• Conduct weekly team meetings in manager’s absence
• Conduct weekly 1:1 meetings with each team member
• Ensure proper communication within the team and escalate the related issues to Management for timely resolution
• Strictly follow the SLA while making external communication
• Generate daily/weekly/monthly/quarterly/annual reports for internal and external use
• Interact with clients

Qualifications

• Minimum of (5) years working in medical billing position that includes but is not limited to: Customer Service/Billing and Insurance Follow-up
• Effective written and verbal communication skills
• Experience meeting or exceeding work expectations and benchmarks
• Comprehensive understanding of RCM cycle
• Comprehensive understanding of RCM and Pre-collect Processes
• Strong organizational skills
• Ability to multi-task and deal with high volumes of incoming calls and patient statements
• Good typing skills and experience with office productivity tools such as MS Word, Excel, and Outlook
• Prior experience in a third-party billing capacity is a plus.
• Prior experience working in the Chiropractic Industry is a plus.

• Zero level non-Conformity with current client assignments (internal applicants)
• 2-4 years of team (5 or more team members) handling experience of which 1-2 years in a call center/service industry preferably in RCM
• Customer Service orientated, assimilate with co-employees, the potential for learning and enhancing own skill set
• Ability to grasp, relate, and quick response
• Ability to foster a positive team environment and boost team morale
• Ability to interact with team members at regular intervals, share knowledge and information
• Ability to deliver directives clearly and receive and handle grievances appropriately
• Ability to identify training needs for team members to acquire/enhance the required skill sets

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