Patient Account Team Lead

🔥 4 minutes ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 10%

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Duke University Health System

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

📚 Education

💰 $129.6k Grant on 2022-12

Healthcare • Education

Duke University Health System is an academic health system (branded Duke Health) that delivers clinical care, patient services, research and education across multiple integrated divisions. Its offerings include clinical laboratories, primary care, homecare & hospice, patient revenue management, health technology solutions, and transport services such as Duke Life Flight. The organization emphasizes advancing health through patient care, workforce development, and innovation—summarized by its mission “Advancing Health Together”—and is recognized for safety, quality, and employer culture.

📋 Description

• Serve as first-line support for Financial Care Counselors within hospital locations • Coordinate with the Service Access Manager to ensure work is completed effectively and according to policies and procedures • Perform Financial Care Counselor duties, including patient registration, scheduling, arrival, point-of-service collections, cash management, work queue management, financial counseling, and training • Provide oversight of daily registration and financial counseling activities • Provide real-time coaching and feedback to Financial Care Counselors • Support front-end revenue cycle activities and patient/workflow coordination • Plan FCC work schedules and daily assignments and modify them as needed • Identify supply and resource needs and maintain proper inventory • Identify improvement opportunities and monitor initiatives to improve customer satisfaction and meet metrics • Review revenue cycle reports, track trends and outcomes, identify system issues, and provide feedback and training • Monitor adherence to policies and procedures • Round with team members to evaluate scripting and patient interactions and provide feedback • Monitor hospital work queues, including Patient, Account, Charge Review, PB and HB Claim Edits, for timely account resolution • Provide hospital-location support when the Service Access Manager is unavailable and escalate urgent issues • Participate in interviews and provide feedback for hiring, termination, and employee evaluations • Motivate, train, coach, orient, and assess new and existing employees • Share departmental procedures and updates with the team • Participate in staff meetings, huddles, quality initiatives, root cause analysis, and quality/safety event response • Attend, participate in, and lead training activities and group meetings • Follow downtime procedures during system outages • Support new technology implementations and train staff on related processes • Manage team issues in a considerate and timely manner • Follow procedures for imprest cash and end-of-day deposits • Participate in internal control audits and ensure team compliance • Perform other duties assigned by Hospital Service Access leadership

🎯 Requirements

• Must reside in North Carolina • High School Diploma (minimum); college preferred • 4–5 years’ experience, including a minimum of 2–3 years’ experience as an FCC or similar experience • Minimum six months data entry experience • Strong verbal and written communication skills • Basic PC skills • Medical terminology knowledge • Knowledge and understanding of telephone etiquette • Ability to organize and prioritize • Ability to provide oral and written instructions • Ability to interact tactfully and courteously with the public • Ability to apply departmental policies, rules and regulations relating to verifying patient information, collecting payments, and maintaining records and forms • Ability to establish and maintain effective relationships with other personnel • Entry-level supervisory skills, including coaching/counseling and performance evaluation • Knowledge of staff planning • Preceptor foundations • No degrees, licensure, or certifications required

🏖️ Benefits

• Remote position, Monday–Friday (first shift) • Flexible work schedule to support operational need • Equal employment opportunity • Reasonable accommodation provisions for essential physical job functions