运营账户团队负责人
Team Lead Operations Account Management
团队主管，运营客户管理负责所分配客户的日常运营表现和执行，作为客户设施与内部交付团队之间的主要运营联络人。该职位关注战术性收入周期成果，确保计费、跟进、催收、拒付和索赔解决流程中的准确报告、有效沟通和一致执行。
该职位负责运营监控和客户关系管理。团队主管将客户的需求转化为明确的运营优先事项，监控关键绩效指标，识别风险和趋势，并支持及时解决问题，以保障现金流、应收账款表现和客户满意度。
该职位还通过强化日常最佳实践、支持培训和绩效工作，以及帮助消除执行障碍，为员工提供运营指导。成功与否取决于客户留存率、升级处理量和核心收入周期绩效指标。
本职位的目标和职责并非对所有职责的完整陈述；员工可能需要根据要求执行其他相关工作。目标和职责可能会有所变更。
所有活动必须符合平等就业机会法律、HIPAA、ERISA及其他适用法规的要求。
主要职责：除满足绩效期望外，该职位还包括以下具体责任：
主要职责（主要责任）
- 运营表现监控：监控所分配客户的日常运营表现、作战卡片、行动计划和关键KPI，包括应收账款天数、现金流表现、拒付趋势和准确性指标。
- 主要运营联络人：作为客户与内部交付团队之间的主要运营联系人，确保及时、准确和一致的沟通。
- 运营转化：将客户的需求、问题和请求转化为可操作的运营优先事项和执行计划。
- 风险与趋势识别：识别运营风险，分析绩效趋势，并支持问题解决以防止收入流失和服务中断。
- 报告与沟通：确保准确报告、清晰的状态更新和有效的问题沟通，向内部利益相关者及适当情况下客户联系人传达。
- 客户范围：领导运营工作
查看英文原文
The Team Lead, Operations Account Management is responsible for day‑to‑day operational performance and execution for assigned clients, serving as the primary operations liaison between client facilities and internal delivery teams. This role focuses on tactical revenue cycle outcomes, ensuring accurate reporting, effective communication, and consistent execution across billing, follow‑up, collections, denials, and claim resolution workflows.
This position is accountable for operational monitoring and client relationship management. The Team Lead translates client needs into clear operational priorities, monitors key performance indicators, identifies risks and trends, and supports timely issue resolution to protect cash, A/R performance, and client satisfaction.
The role also provides operational mentorship to staff by reinforcing daily best practices, supporting training and performance efforts, and helping remove execution barriers. Success is measured by client retention, escalation volume, and core revenue cycle performance indicators.
These Goals and objectives are not to be construed as a complete statement of all duties performed; employees will be required to perform other job-related duties as required. Goals and objectives are subject to change.
All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.
Essential Functions: In addition to meeting performance expectations, this role includes the following specific responsibilities:
Discrete Responsibilities (Primary Accountability)
- Operational Performance Monitoring: Monitor daily operational performance, battle cards, action plans, and key KPIs for assigned clients, including A/R days, cash performance, denial trends, and accuracy measures.
- Primary Operations Liaison: Act as the primary operational point of contact between clients and internal delivery teams, ensuring timely, accurate, and consistent communication.
- Operational Translation: Translate client needs, issues, and requests into actionable operational priorities and execution plans.
- Risk & Trend Identification: Identify operational risks, analyze performance trends, and support issue resolution to prevent revenue leakage and service disruption.
- Reporting & Communication: Ensure accurate reporting, clear status updates, and effective issue communication to internal stakeholders and, as appropriate, client contacts.
- Client Scope: Lead operational work for domestic‑only clients as needed.
Reporting, Trend Monitoring & Continuous Improvement
- Trend Monitoring & Corrective Action: Review statistical reports and dashboards to identify operational trends, risks, and deficiencies; develop and implement corrective action plans to improve timeliness, quality, and outcomes.
- Operational Efficiency: Lead tactical efforts to maximize operational efficiency and optimize reimbursement through standardized workflows, issue triage, and collaboration with cross-functional partners.
Client & Stakeholder Relationship Management (Tactical)
- Liaison & Communication: Act as the primary operational point of contact between facility management and internal teams, ensuring smooth, timely communication and resolution of day-to-day issues.
- Service Responsiveness & Escalation: Ensure client inquiries are addressed promptly (including providing timelines to resolution), and proactively escalate risks such as unbilled accounts, claim issues, and operational blockers to leadership.
- Cross-Functional Coordination: Partner with internal teams (e.g., operations, finance, payer relations, technology, and strategic client management/sales counterparts) to drive resolution and maintain a consistent client experience.
- Contract Awareness & Compliance: Understand contract terms and ensure operational billing, invoicing, and service delivery remain within negotiated requirements.
Compliance & Professional Standards
- Regulatory Knowledge: Maintain current knowledge of hospital billing systems, government payer programs, third-party reimbursement policies, and applicable federal/state regulations.
- Confidentiality: Maintain confidentiality of patient and client information without exception.
- Continuous Learning & Industry Awareness: Attend required meetings and remain current on industry trends, legislative changes, and best practices.
- Customer Invoicing & Accuracy: Ensure accuracy of customer invoices and support monthly invoicing processes as required; validate supporting detail and address discrepancies.
- Management Expectations / Additional Duties: Perform all functions in alignment with management expectations and complete other duties as assigned.
Key Measures of Success
- Client Retention and Stability
- Reduction in Client Escalations
- Cash Performance vs. Goal
- A/R Days and Denial Trends
Staff Management
Responsible for ensuring area of responsibility has the talent and resources to meet short- and long-term organizational goals as well as ensuring maximum productivity and performance. Responsibilities include, but are not limited to:
- Proactively recruit, screen, and select candidates for current and future resource requirements.
- Effectively orient new hires to ensure a positive and productive employee engagement experience.
- Ensure structure and hiring plans (within budget) are appropriate for performance and productivity levels required.
- Utilize the company’s performance management program as designed to align individual performance to overall performance objectives. Meet all completion requirements at a high quality level. Provide ongoing performance feedback. Identify and take appropriate action for non-performance.
- Ensure each employee has a yearly performance review that is reviewed with employee and the review to be sent to Human Resources each year.
- Ensure each employee has a clear and thorough understanding of their role and responsibilities. Keep job descriptions current for each position.
- Actively support and participate in organizational development and training programs. Meet all completion requirements at a high quality level.
- Mentor, guide, and coach direct reports in order to expand their capabilities and performance.
- Communicate all corporate matters in a positive and timely manner as directed by Corporate Communications or senior managements.
- Administer all internal policies and procedures in accordance with corporate, human resources, budgetary, and finance guidelines. Ensure accuracy of staff data records.
- Comply with all employment laws and regulations including, but not limited to, equal employment opportunities for all.
Minimum Requirements:
Education/Experience/Certification Requirements
- Bachelor’s degree or equivalent combination of education and relevant experience (to support internal flexibility for hiring and promotion).
- 5+ years of experience in hospital revenue cycle functions with strong exposure to billing and follow-up/collections and claim resolution.
- Working knowledge of insurance regulations, reimbursement practices, procedure and diagnosis coding, and automated billing workflows.
- Demonstrated ability to work issues to resolution, including complex account research, root cause identification, and corrective actions.
- Strong client-facing communication skills (written and verbal) with the ability to explain operational findings, timelines, and next steps clearly.
- Excellent critical thinking, organizational, and time-management skills with strong attention to detail, accuracy, and follow-through.
- Proficiency with Microsoft Office (Excel, Outlook, Word) and comfort working across multiple systems and reporting outputs.
Preferred Qualifications:
- 2+ years Medicare hospital billing experience and/or demonstrated expertise with government payers (Medicare/Medicaid).
- Experience supporting hospital billing platforms and/or EHR/RCM systems (e.g., Thrive, Epic, Cerner, or comparable tools).
- Advanced revenue cycle analytics capability (e.g., trending denials/underpayments, operational KPI reporting, dashboard interpretation).
- Prior experience in a role requiring client management, escalations, service recovery, and cross-functional coordination.
- Exposure to invoicing processes, contract compliance validation, and operational performance governance.
Manager
Originally posted on Himalayas