RCM Support Specialist Team Lead

JOB SUMMARY

The RCM Support Specialist Team Lead is a working leader responsible for overseeing the daily operations of the Revenue Cycle Management Support Services team. This role ensures an efficient, high-quality patient billing experience through effective resource planning, workforce management, scheduling, performance monitoring, and team development.

The Team Lead leverages data analytics and key performance metrics to identify trends, improve workflows, optimize staffing, and enhance overall revenue cycle performance. This position partners closely with Revenue Cycle leadership to drive operational efficiency, support strategic initiatives, and achieve departmental goals.

ESSENTIAL JOB FUNCTIONS

Team Leadership & Resource Management

• Provide day-to-day leadership, support, and guidance to the RCM Support Services teams, which include all methods of communication with the patients in RCM Customer Service and Financial Clearance incoming calls, RCM Billing Inquiry and Financial Clearance appointments, RCM Support Inquiries, on-site RCM support and any outbound call or text campaigns.
• Assist with executing strategies for transforming the workflows related to the patient billing experience.
• Contribute to creating and implementation of systems supporting coordination of patient inquiries, including billing system, patient engagement system, electronic medical records, clearinghouse system, patient estimates and Smartsheet workflows.
• Develop and manage team schedules to ensure appropriate coverage for patient calls, financial counseling appointments, billing inquiries, and support activities.
• Monitor staffing levels, call volumes, appointment utilization, and workload distribution to optimize resource allocation.
• Assist leadership with workforce planning, staffing recommendations, and operational forecasting.
• Identify trends and root causes to support process improvement and training opportunities.
• Conduct regular team meetings, huddles, and one-on-one coaching sessions.
• Support recruitment, onboarding, training, and employee development initiatives.
• Monitor adherence to departmental policies, procedures, and productivity expectations.
• Serve as a subject matter expert and escalation resource for complex patient, payer, and operational issues.

Analytics & Performance Monitoring

• Analyze operational and revenue cycle data to identify trends, opportunities, and performance gaps.
• Monitor key performance indicators including:

o Call volume

o Abandonment rates

o Average speed to answer

o Appointment utilization

o Financial clearance completion rates

o Productivity metrics

o Quality assurance measures

• Develop and distribute operational reports and dashboards.
• Identify process improvement opportunities and recommend solutions to leadership.
• Monitor workflow effectiveness and recommend staffing adjustments based on demand.

Training & Coaching

• Coordinate training programs for new and existing team members.
• Develop and maintain training materials, workflows, and standard operating procedures.
• Conduct quality reviews and provide ongoing coaching and feedback.
• Identify performance improvement opportunities and create action plans to support employee development.
• Ensure staff remain current on payer requirements, system updates, workflow changes, and organizational initiatives.

Financial Clearance & Patient Support Oversight

• Oversee financial clearance workflows including:

o Insurance verification

o Financial counseling

o Patient estimates

o Payment collection processes

• Ensure patients receive accurate information regarding benefits, financial responsibility, and available assistance programs.
• Assist with escalated patient financial inquiries and complex account reviews.
• Monitor completion of pre-service financial clearance activities to minimize patient dissatisfaction.

Customer Service Operations

• Oversee patient billing inquiry workflows and customer service activities.
• Monitor call quality, patient satisfaction, and service level performance.
• Ensure timely resolution of patient concerns and internal requests.
• Support initiatives designed to improve patient experience and communication.

Revenue Cycle Support

• Collaborate with Financial Clearance, Charge Capture, Customer Service, Payment Posting, and Accounts Receivable teams to resolve workflow issues.
• Identify trends contributing to billing errors, or patient complaints.
• Escalate system, payer, and operational concerns to leadership as appropriate.
• Participate in process improvement projects, system implementations, and operational initiatives.

COMPETENCIES

• Strong leadership and team development skills.
• Advanced analytical and problem-solving abilities.
• Workforce management and resource planning experience.
• Knowledge of healthcare revenue cycle operations.
• Excellent communication and presentation skills.
• Strong customer service and conflict resolution skills.
• Ability to interpret operational metrics and performance data.
• Proficiency with Microsoft Excel, Power BI, and reporting tools.
• Experience with NextGen and healthcare eligibility platforms preferred.
• Ability to manage multiple priorities in a fast-paced environment.

EDUCATION AND EXPERIENCE

Required

• High School Diploma or equivalent.
• Minimum of 5 years of healthcare revenue cycle experience.
• Minimum of 2 years of leadership, supervisory, or team lead experience.
• Experience in patient financial counseling, insurance verification, billing support, or customer service operations.
• Strong understanding of payer requirements, revenue cycle workflows, and patient financial responsibility.

Preferred

• Ophthalmology or specialty physician practice experience.
• Experience with workforce management, scheduling, and operational reporting.
• Experience developing dashboards and analyzing operational metrics.

POSITION TYPE AND EXPECTED HOURS OF WORK

• Full-time position.
• Standard business hours.
• Hybrid work environment.

o Location: Florida (University Park, Sarasota, Venice,)

• Occasional travel may be required.

BENEFITS

• 401(K) Company Match
• Medical and Dental Insurance
• Vision Benefits
• Flexible Spending Accounts
• Pet Insurance
• Disability Insurance
• Life Insurance
• Continuing Education
• Paid Time Off

SUCCESS MEASURES

• Service level achievement
• Call abandonment reduction
• Financial clearance completion rates
• Patient satisfaction
• Team productivity
• Quality assurance scores
• Employee engagement and development
• Denial prevention and workflow compliance
• Achievement of departmental operational goals