Patient Account Resolutions Team Lead

Welcome to Ovation Healthcare! 

At Ovation Healthcare, we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.  

The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare’s vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.  

We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare, you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.  

Ovation Healthcare’s corporate headquarters is located in Brentwood, TN. For more information, visit www.ovationhc.com.  

Summary:

The Patient Account Resolution Lead provides essential leadership and support to Patient Account Resolution Specialists, ensuring adherence to established processes and procedures. This role involves real-time coaching, mentoring, and motivating team members, while offering guidance on procedural questions and driving continuous improvement. The Lead is also responsible for identifying training needs, ensuring team schedule adherence for optimal coverage, and monitoring performance to meet call center metrics. Additionally, the Lead manages unassigned follow-up accounts, handles escalated calls, and supports management with supervisor-level approvals, playing a key role in the overall success and efficiency of call center operations.

Duties and Responsibilities:

• Effectively execute the call center's vision, mission, and objectives, ensuring alignment with organizational priorities.

• Meet or exceed departmental key performance indicators (KPIs), driving the team toward consistent success.

• Offer ongoing, two-way feedback to encourage high performance, foster a productive work environment, and promote continuous improvement.

• Provide support to agents by handling complex accounts, taking escalated calls, and offering guidance on call handling as needed.

• Maintain open lines of communication with agents, supervisors, and managers to ensure a cohesive team environment.

• Conduct side-by-side live monitoring with Patient Account Resolution (PAR) Specialists for up to 90 minutes daily, providing real-time coaching and support.

• Actively listen to agents' feedback and ideas to improve the overall workplace experience and foster a culture of continuous improvement.

• Manage PIR (Patient Incident Reports) and other incident-related cases to ensure timely and accurate resolution for patients.

• Monitor queue status regularly to ensure call center operations run efficiently and effectively in alignment with metric goals.

• Communicate effectively with the management team to provide insights on employee performance and coaching needs, enabling data-driven decision-making.

• Identify and implement opportunities for improvement in work processes and procedures, enhancing overall efficiency.

• Create, update, and maintain procedural documentation as necessary to ensure alignment with current practices and regulatory standards.

• Use sound judgment in decision-making and interdepartmental communication, ensuring a seamless flow of information.

• Dedicate time each shift to monitor the call center specialists, providing hands-on leadership and ensuring operational efficiency.

• Set aside time each shift to manage billing office ticklers, proactively contacting patients as needed for follow-up.

• Provide additional support during periods of high call volume by assisting with inbound and inbound dialer queues.

• Work rotational weekend shifts, on-call during inclement weather, or after-hours shifts as required, ensuring consistent support during peak times.

Knowledge, Skills, and Abilities:

Knowledge

• Knowledge of customer service best practices.

• Knowledge of calculating discounts.

• Knowledge of client requirements and guidelines.

• Understanding of billing and recovery cycle.

• Understanding of legal rules and regulations pertaining to billing, collections, and HIPPA.

• Working knowledge of Windows-based systems and Microsoft Office products

• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, writing policy, and other office procedures and terminology.

• Knowledge of business and management principles involved in strategic planning, resource allocation, human resource modeling, leadership technique, and coordination of people and resources.

Skills

• Active Listening — Giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Time Management — Effectively managing one’s own time to maximize productivity.

• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

• Organizational Skills

• Problem Solving/Analysis

• Judgment and Decision Making

• Interpersonal Skills

Abilities

• Leadership – Ability to motivate, develop, coach, mentor, and lead others.

• English Comprehension – The ability to fluently communicate in and understand English, the primary language of the work team.

• Written Comprehension — The ability to read and understand information and ideas presented in writing.

• Written Expression — The ability to communicate information and ideas in writing so others will understand.

• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

• Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

• Speech Recognition — The ability to identify and understand the speech of another person.

• Speech Clarity — The ability to speak clearly so others can understand oral communication.

• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Work Experience, Education, and Certifications:

• GED or High School Diploma required.

• Minimum of 6 months of Early Out Call Center experience, or equivalent experience in another revenue cycle role.

• Prior leadership experience is preferred, with a demonstrated ability to guide and support a team.

Working Conditions and Physical Requirements:

• Ability to move around the call center floor for up to 8 hours, ensuring smooth workflow and support for team members.

• Frequent use of a desktop computer or laptop for data entry, communication, and reporting.

• Ability to communicate clearly and professionally with patients over the phone system, ensuring effective resolution of inquiries and concerns.

• Strong listening skills to accurately interpret and address patient needs.

• Ability to interact with a mobile workstation to provide support to other specialists as needed, ensuring flexibility and coverage across the team.

Remote, Hybrid, or Onsite in Huntsville, AL.