The Onyx Group - Patient & Insurance Credit Balance Team Lead

The Onyx Group - Patient & Insurance Credit Balance Team Lead Bonaventure Cir, Greenville, SC 29607, USA Job Description Job Description: Patient & Insurance Credit Balance Team Lead (Working Lead) Department: Revenue Cycle Management Reports To: Revenue Cycle Manager FLSA Status: Non-Exempt (Hourly) Location: 124 Verdae Blvd, Greenville, SC Hours: 40 hours per week Position Summary The Credits (Insurance & Patient) Team Lead is a working leadership role responsible for both daily team oversight and direct resolution of credit balance accounts across patient and payer populations. This position actively performs credit balance work while leading a team, ensuring timely and compliant resolution of insurance and patient overpayments, refunds, and account reconciliations . The Team Lead is accountable for team performance, quality, and productivity, while also maintaining an individual workload. Key Responsibilities Working Lead Responsibilities (Primary Focus) Maintain an active inventory of credit balance accounts (both insurance and patient) Insurance overpayment review and payer refund processing Patient credit resolution and refund issuance Reallocation/transfers of credits where appropriate Adjustment posting when applicable Complete root cause analysis on credit balances and document findings Ensure all accounts are resolved accurately, timely, and in compliance with payer and regulatory guidelines Lead, coach, and support a team of Patient & Insurance Credit BalanceSpecialists Monitor daily work queues, productivity, and quality outcomes Assign and balance workloads while also contributing to production Provide real-time support, issue escalation, and guidance Conduct 1:1s, performance feedback, and training Credit Balance Operations Oversee and participate in: Credit balance identification and reconciliation Refund workflows (patient and payer) Takebacks, recoupments, and offsets Ensure appropriate disposition of all credits (refund, adjustment, transfer) Partner with upstream teams to reduce recurring credit balances Compliance & Risk Management Ensure adherence to: CMS and payer refund timelines HIPAA and internal compliance standards Maintain proper documentation for all account activity Support audit readiness and respond to audit requests Performance & Reporting Track team and individual performance metrics, including: Inventory volumes and aging Refund turnaround times Productivity and quality scores Use reporting to identify trends and improvement opportunities Escalate systemic issues impacting credit balances Process Improvement Identify root causes driving credit balances and implement solutions Partner with leadership on workflow and system improvements (Epic/eCW) Support automation and standardization initiatives Cross-Functional Collaboration Work closely with: Cash Posting AR Follow-Up Denials & Appeals Ensure alignment across teams to prevent and resolve credit balances Qualifications Education & Experience High School Diploma or equivalent required Associate’s or Bachelor’s degree preferred 3–5+ years of Revenue Cycle experience , including: Credit balance resolution (insurance and patient) Refund processing and overpayment management Prior lead or supervisory experience preferred Required Skills Strong working knowledge of: Insurance payment methodologies and EOB interpretation Credit balance workflows and refund compliance Hands-on experience with Epic and/or eCW Ability to manage personal production while leading a team Strong analytical, organizational, and problem-solving skills High attention to detail and accuracy Certifications Certified Revenue Cycle Representative (CRCR) or willingness to obtain Leads by example through active account resolution and productivity Drives accountability for both individual and team performance Coaches and develops team members in real time Uses data to guide decisions and improvements Maintains strong communication across teams Success Metrics Individual and team productivity (accounts resolved) Reduction in aged credit balances Timely and accurate refund processing Quality and audit compliance Team engagement and performance Additional Notes This role is explicitly a working Team Lead , with an expectation to: Carry and resolve a personal inventory of accounts daily Support team production while leading operational performance Critical to ensuring financial accuracy, compliance, and patient satisfaction Physical Demands Physical Requirements Frequent Infrequent N/A Stand X Walk X Sit X Type X Climb X X X Squat/Kneel X Verbal Communication X Reach Above Shoulder X X Lifting Requirements Frequent Infrequent N/A X X X Pushing/Pulling Requirements Frequent Infrequent N/A X X X X Definitions Activity is performed 66% of the time or more in this role. Frequent Activity is performed 33-66% of the time in this role. Infrequent Activity is performed less than 33% of the time in this role. N/A Activity is not applicable to this role. Bonaventure Cir, Greenville, SC 29607, USA #J-18808-Ljbffr