The Onyx Group - Revenue Cycle… at The Onyx Group · Greenville

The Onyx Group - Revenue Cycle Customer Service Team Lead Job Title: Team Lead – Customer Service Department: Revenue Cycle Reports To: Coordinator and Billing Manager FLSA Status: Non-Exempt (Hourly) (or Exempt, depending on organizational classification and duties) Hours: 40 hours per week Location: 124 Verdae Blvd, Greenville, SC Schedule (Onsite) • Monday – Friday, 8:00 AM – 5:00 PM (1-hour lunch) • Monday – Friday, 8:00 AM – 4:30 PM (30-minute lunch) • Monday – Friday, 8:30 AM – 5:00 PM (30-minute lunch) Position Overview The Revenue Cycle Team Lead – Customer Service serves as the frontline leader for the Customer Service team, providing daily operational oversight while remaining actively engaged in production. This position is responsible for coaching team members, monitoring workflow, resolving escalated patient and payer issues, supporting quality initiatives, and partnering with the Coordinator and Billing Manager to achieve departmental goals. The Team Lead leads by example through active workload participation while fostering a culture of accountability, collaboration, and exceptional customer service. The Team Lead is expected to spend the majority of each workday actively supporting production while remaining available to coach staff, manage escalations, and coordinate daily operations. Does not have direct hiring, termination, or disciplinary authority. Essential Responsibilities • Provide day-to-day leadership and support to Customer Service Representatives. • Serve as the primary resource for questions regarding physician billing, insurance, and revenue cycle workflows. • Coach team members on customer service techniques, documentation standards, and revenue cycle best practices. • Monitor real-time service levels and adjust work assignments to maintain departmental goals. • Balance inbound calls with work queue assignments to optimize productivity. Conduct side-by-side coaching sessions and provide constructive feedback. • Assist with onboarding and training of new employees. • Reinforce departmental policies, procedures, and compliance requirements. • Promote a positive, collaborative, and accountable team culture. • Lead daily team huddles and communicate operational updates. Operational Responsibilities • Assist with monitoring call queues and work queues to maintain service levels. • Handle complex patient issues requiring advanced research or leadership intervention. • Support special projects and departmental initiatives. • Assist with workflow improvements and standardization. • Ensure HIPAA, PCI, and organizational compliance standards are maintained. • Collaborate with Billing, Coding, Credits, Denials, Payment Posting, and Clinical Operations to resolve complex account issues. Quality & Performance • Identify performance trends and provide coaching recommendations. • Recognize high performers and assist with employee development. • Provide feedback to the Coordinator and Billing Manager regarding employee performance and operational opportunities. Customer Service Responsibilities The Team Lead is expected to maintain proficiency in all Customer Service Representative duties, including: • Responding to inbound patient and payer calls. • Processing patient payments. • Explaining insurance benefits and balances. • Setting up payment plans. • Documenting account activity. • Researching billing inquiries. • Completing outbound calls. • Working assigned work queues. • Supporting other Revenue Cycle departments as needed. Productivity & Performance Expectations (KPIs) The Team Lead is responsible for both personal performance and overall team performance. Division Metrics • Average Speed to Answer: < 50 seconds • Abandonment Rate: < 7% • Calls Answered: >95% • Average Talk Time: <8 minutes Team Lead Responsibilities • Provide daily guidance and operational oversight for Customer Service Representatives. • Train and mentor employees. • Recommend workflow improvements.       Qualifications Education • Minimum one year of experience serving in a lead, trainer, mentor, or supervisory capacity preferred. • High School Diploma or GED required • Associate degree in Healthcare Administration, Business, or related field preferred Experience • Minimum three years of healthcare customer service or physician revenue cycle experience. • Minimum one year of leadership, mentoring, or senior-level experience preferred. • Experience with physician billing required. • Experience using Epic and/or eClinicalWorks (eCW) preferred. Certifications Preferred: • Certified Revenue Cycle Representative (CRCR) • Other HFMA or AAHAM certifications Knowledge, Skills & Abilities • Advanced understanding of physician revenue cycle operations • Strong knowledge of insurance plans, EOBs, denials, and patient collections • Excellent leadership and coaching skills • Ability to motivate and develop employees • Strong conflict resolution abilities • Excellent verbal and written communication • Strong organizational and time management skills • Ability to prioritize multiple tasks in a fast-paced environment • Strong analytical and problem-solving skills • Proficiency in Microsoft Office and healthcare software • High attention to detail • Ability to maintain confidentiality • Ability to coach, mentor, and motivate employees. • Ability to make sound operational decisions independently. • Strong conflict resolution skills. • Excellent organizational and time management skills.