Patient Financial Services Lead

Position Summary / Scope of Responsibility

MedVanta is the nation's largest physician-owned musculoskeletal (MSK) platform, dedicated to helping individuals prevent injuries, improve movement, recover from musculoskeletal conditions, and access high-quality MSK care. Through a combination of innovative technology, clinical expertise, data-driven insights, and care navigation services, MedVanta delivers solutions that support prevention, performance, treatment, recovery, and long-term musculoskeletal health. 

The PFS Team Lead plays a pivotal role in supporting the Central Billing Office (CBO) by overseeing the daily operations of the Patient Financial Services team. This position is responsible for guiding team performance, managing escalations, ensuring high-quality patient interactions, and supporting team development. The Team Lead also works closely with internal departments and leadership to ensure timely and accurate service delivery.

Primary Responsibilities

• Serve as the primary escalation point for complex patient account and billing issues, partnering with Tier 1 and Tier 2 representatives to ensure timely resolution.

• Lead team meetings, coach staff, provide performance feedback, and support onboarding and training of new team members.

• Monitor call quality, productivity metrics, and team performance; use reporting tools and Excel to track trends and drive operational improvements.

• Act as a liaison across departments (AR, coding, payment posting, cash operations) to resolve billing and payment issues.

• Oversee patient account management, including billing, follow-up, adjustments, refunds, discounts, and payment plan administration.

• Initiate outreach on delinquent accounts and manage high-risk or balance accounts to support revenue cycle goals.

• Handle and resolve patient billing inquiries via inbound/outbound calls, voicemail management, and written correspondence.

• Process and post payments, including credit card transactions, and allocate appropriately to patient accounts.

• Review and reconcile credit balances to ensure compliance with regulatory and contractual requirements.

• Maintain accurate patient demographic, guarantor, and insurance information; verify eligibility and queue claims for billing as needed.

• Analyze A/R reports and identify opportunities to improve collections and maximize revenue.

• Communicate policy and workflow updates clearly and promptly to team members.

• Support operational needs during critical staffing periods.

• Ensure compliance with all applicable regulations, policies, and procedures.

• Perform other duties as assigned.

Requirements, Education, and Experience

• High school diploma or equivalent required.
• Minimum 3+ years of experience in medical billing or revenue cycle operations; orthopaedic experience preferred.
• Proficiency with Microsoft Office suite of products as well as electronic billing systems
• In-depth knowledge of insurance processes, medical billing practices, and regulatory guidelines.
• Experience working with electronic billing systems; ModMed experience preferred but not required.

 Competencies / Required Skills and Abilities 

• Strong Interpersonal Skills - Ability to develop relationships and collaborate and influence in a decentralized organization.

• Strong leadership, communication, and coaching skills.

• Ability to multitask in a fast-paced environment while maintaining attention to detail.

• High level of professionalism and discretion in handling sensitive matters.

• Proactive problem-solver with a team-first mindset.

• Demonstrated ability to organize, prioritize, and manage multiple tasks in a dynamic environment with a proven track record of results.
• Strong interpersonal, oral, and written communication skills with excellent self-discipline and patience.
• Able to work independently.
• Exudes professionalism in presentation.
• Must be able to read, write, speak, understand and communicate in the English language.

Physical Demands

• Must be able to sit for long periods of time and lift up to 25 pounds. 
• Must be able to use appropriate body mechanics techniques when performing desk duties. 
• Requires frequent bending, reaching, repetitive hand movements, standing, walking, squatting, and sitting.
• Adequate hearing to perform duties in person and over telephone.
• Must be able to communicate clearly to patients in person and over the telephone.
• Visual acuity adequate to perform job duties, including reading materials from printed sources and computer screens.