Patient Account Team Lead - DRAH ED

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together. ONSITE POSITION: Second 10-Hour Shift (4:00 PM - 2:30 AM) The Patient Account Team Lead is an integral part of the patient care team in the hospital locations. In coordination with the Service Access Manager, the Lead ensures that work is accomplished effectively in adherence to all policies and procedures, provides first‑line support for Financial Care Counselors (FCCs), escalates urgent issues when necessary, and oversees daily registration and financial counseling activities. Duties and responsibilities Fully competent in the duties of an FCC and able to provide expert support. Flexible in work schedule to support operational needs. Assist in planning work schedules and daily assignments of FCCs, modifying as needed. Assist the Service Access Manager with identifying supply requirements, ensuring proper inventory, use, and placement. Proactively identify opportunities within the location, introduce and monitor initiatives to improve customer satisfaction and ensure metrics are met. Respond positively to change, explaining reasons and providing support for team members. Review revenue‑cycle related reports for accuracy, track trends, identify system issues, and provide real‑time feedback to staff. Assist the Service Access Manager in upholding DUHS policy and procedures, monitoring adherence, and ensuring high‑quality outcomes. Actively round with team members to evaluate scripting and patient interaction, provide real‑time feedback and recognize successes. Daily monitoring of hospital work queues (Patient, Account, Charge Review, PB and HB Claim Edits) to identify trends, provide feedback, training, and ensure timely resolution. Provide support when the Service Access Manager is unavailable, investigate issues, take action, and escalate urgent matters. Support the Service Access Manager in communicating teamwork expectations, presenting examples, and modeling collaboration. Give credit and acknowledge contributions to ensure team effectiveness. Participate in interview processes of new employees; provide feedback for hiring and termination decisions. Assist in employee evaluation by providing feedback on willingness to learn and performance. Motivate, train, and coach employees on performance opportunities and successes. Assist the Service Access Manager with departmental orientation checklists, assignment of training, and monitor new employee progress. Assess performance of assigned new hires and orientees (FCCs); provide ongoing feedback, training, and coaching. Share departmental procedures/updates with the team regularly. Deliver accurate, clear, concise messages that inform staff to take action. Play an active role in monthly staff meetings. Commit to Duke Quality Initiatives, participate in huddles, assist with root cause analysis, and support leadership on quality/safety events. Attend, participate, and lead training activities and group meetings. Participate appropriately in downtime procedures when activated and ensure processes are followed during system outages. Understand, support, and train on new technology implementations while ensuring adherence to policy and procedures. Manage team issues in a considerate and timely manner. Follow policy and procedures related to Imprest Cash and End‑of‑Day deposits. Participate in ongoing internal control audits and ensure team members are compliant. Perform other duties as assigned by Hospital Service Access leadership. General Description of Job Class Required Qualifications at this Level Education: High School Diploma (minimum), college preferred. Degrees, Licensure, and/or Certification: None required. Experience: 4–5 years’ experience, minimum of 2–3 years as an FCC or similar experience. Knowledge, Skills and Abilities Strong verbal and written communication skills mandatory. 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 specific 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 (coaching/counseling, performance evaluation). Knowledge of staff planning. Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation, or military status. Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our success depends on the robust exchange of ideas—an exchange that is best when the diversity of perspectives, backgrounds, and experiences flourishes. All members of our community are responsible for upholding these values. Essential Physical Job Functions Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provisions for reasonable accommodation will be provided by each hiring department. Read more about Duke’s commitment to affirmative action and nondiscrimination at hr.duke.edu/eeo. #J-18808-Ljbffr Duke University