As the Team Lead, Credit Balance, you will lead the Credit Balance 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 and responsibilities in a positive manner that upholds MEDHOST/MEDTEAM policies, and procedures
• Leads team efforts through setting a good example, communicating clearly, and setting goals
• Assume responsibilities of Manager in their absence
• Assist Manager in maintaining workflows to ensure department and staff goals are met
• Develop and maintain training materials and conduct training and mentoring sessions for new and existing staff
• Collaborate with management staff to achieve improvements within the Credit Balance team
• Maintain current knowledge of credit balance client policies/procedures and collaborate with other department leads as necessary to facilitate departmental operations
• Oversight of the remediation of credit balances to ensure all accounts are researched and worked accurately
• Identify trends in credit balances which compromise the ability of the department to meet established goals
• Assists credit balance team members with day-to-day questions, issues, or problems
• Assists Manager with refund request approvals to be submitted to clients for processing as necessary
• Serve as a backup credit balance representative when team members are on PTO
• Verify credit balance team members are working reports (daily, weekly, monthly) in a timely manner
• Verify credit balance team members are submitting refund requests to facilities on a regular cadence
• Verify credit balance team members are working correspondence in a timely manner
• Complete audits of refund requests to ensure continued accuracy
• Assists Manager with payor collection agency research and communication as necessary
• Assists Manager with payor refund request disputes as necessary
• Assists with remediation projects as necessary
• Assists with oversight of Medicare Credit Balance Reporting
• Prepare and complete employee annual reviews with Manager
• Meet with each team member regularly to provide feedback on strengths, weaknesses, accomplishments, & areas of improvement
• Assists Manager with planning daily workflow and work distribution
• Monitor and maintain performance standards by ensuring production and quality standards are met and advise Manager of performance deficiencies
• Assists with maintaining timekeeping records, PTO requests, and ensures adequate departmental staffing at all times
• Maintain strict confidentiality related to employee and patient records
• Attend Annual compliance/HIPPA training as required
• Conduct staff meetings as required
• Assists with the interview process and recommend prospects for hiring new and replacement positions
• Assists leadership with supervisory activities as directed
• 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 or other automated systems, such as excel spreadsheets, word, email, and data base software in working assignments. MEDHOST (HMS) knowledge preferred.
• Knowledge of hospital billing and revenue cycle terminology
• Access protected health information (PHI) in accordance with departmental assignments and guidelines
• Skilled in making accurate arithmetic computations
• Display excellent communication skills (verbal & written), good judgement, tact, initiative, and resourcefulness
• Thorough understanding of hospital cash posting process
• Must be detail oriented, organized, and ability to multi-task
• Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives
• Demonstrate the ability to build and maintain strong internal relationships as well as motivate and inspire other team members through strong and consultative skills
• Must be flexible with a “can do” attitude and have the ability to remain professional under high pressure situations

Training and Experience:

• High School or equivalency diploma required
• 3 years’ experience, where the primary function was cash posting in a healthcare business office environment
• Must be able to understand explanation of benefits and how to work credit balances accurately
• Must be able to follow directions and to perform work according to department standards independently
• Interacts successfully with all levels of staff and management; responds positively to direction and supervision

• Sufficient in Microsoft Office applications (i.e., Word, Excel, PowerPoint, etc.) to complete work assigned

• Customer Service oriented