Lead Coordinator, Patient Invoicing Team

Role Description

Remote Hours: Monday - Friday, 8:00 AM - 4:30 PM EST (or based on business needs)

What Revenue Cycle Management (RCM) contributes to Cardinal Health:

• Manages a team focused on clinical and administrative processes for capturing, billing, and collecting patient service revenue.
• Shadows the entire patient care journey from appointment scheduling to account balance resolution.

Responsibilities:

• Provides ongoing support to the team to ensure that day-to-day service and production goals are met.
• Assists management in monitoring associates’ goals and objectives daily; motivates and encourages associates to maximize performance.
• Provides ongoing feedback, recommendations, and training as appropriate.
• Assists supervisors in ensuring staff adherence to company policy and procedures.
• Acts as a subject matter expert in claims processing.
• Investigates insurance claims; properly resolves by follow-up & disposition.
• Leads and manages invoicing projects, addressing complex issues and ensuring timely resolution to maintain optimal account receivables performance and client satisfaction.
• Resolves complex invoicing complaints, including member call back and agent co, to ensure timely and accurate reimbursement.
• Verifies patient eligibility with secondary insurance company when necessary.
• Bills supplemental insurances including all Medicaid states on paper and online.
• Manages invoicing queue as assigned in the appropriate system.
• Investigates and updates the system with all information received from members.
• Ensures that all information given by representatives is accurate by cross-referencing with the patient's account.
• Updates patient files for insurance information, Medicare status, and other changes as necessary or required as related to billing.
• Maintains accurate and detailed notes in the company system.
• Leads the outsourced team, providing guidance, answering questions, and ensuring high-quality customer service related to patient invoicing.
• Serves as the primary contact for outsourced team members, resolving any issues or concerns that arise in the invoicing process.
• Ensures that outsourced team members are trained in company policies, procedures, and systems related to invoicing and customer service.
• Monitors the performance of the outsourced team, providing feedback and support to help them achieve their goals and improve their skills.
• Collaborates with the outsourced team to identify and implement process improvements that enhance efficiency and customer satisfaction.
• Adapts quickly to frequent process changes and improvements.
• Is reliable, engaged, and provides feedback to improve processes and policies.
• Attends all department, team, and company meetings as required.
• Appropriately routes incoming calls when necessary.
• Meets company quality standards.

Qualifications

• High School diploma or equivalent.
• 3 years’ experience with insurance billing and processing claims preferred.
• 3 years’ experience with Medicare claims, and Medicare and private insurance verification preferred.
• Knowledge of insurance portals; familiarity with a variety of medical and/or insurance terms or practices.
• Full knowledge of all areas of collections specialization preferred.
• Proficiency in basic math and business calculations.
• Working knowledge of computer/data entry with the ability to learn new systems.
• Basic level of MS Office proficiency.

Requirements

• Friendly, professional, and effective communication skills; able to calmly present solutions in challenging situations.
• Proactive identification of challenges, and solution-oriented approach to problem solving.
• Service-orientation and aptitude to resolve insurance and/or patient matters.
• Effective analytical skills: able to use inductive and deductive reasoning to anticipate outcomes.
• Self-directed accountability and reliability.
• Effective communication and interpersonal skills, with the ability to influence and collaborate effectively with cross-functional teams.
• Cross-trained on all collections processes.
• Able to resolve highly escalated collections issues or concerns.
• Able to mentor and train as needed.
• Able to manage and prioritize multiple tasks/projects, work autonomously, and meet deadlines.
• Able to work well in a team environment that promotes inclusiveness and communication among team members.
• Communication using both verbal and written English proficiency.
• Cultural competence.

Benefits

• Medical, dental and vision coverage.
• Paid time off plan.
• Health savings account (HSA).
• 401k savings plan.
• Access to wages before payday with myFlexPay.
• Flexible spending accounts (FSAs).
• Short- and long-term disability coverage.
• Work-Life resources.
• Paid parental leave.
• Healthy lifestyle programs.