Patient Account Team Lead - DRH Outpatient

At Duke Health, we are 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. Pursue your passion for caring with the Patient Revenue Management Organization, the fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions for Duke Health. ONSITE POSITION: Monday - Friday (9:00 AM - 5:30 PM) 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 work is accomplished effectively in adherence to all policy and procedures, providing first‑line support for the Financial Care Counselors (FCC) and stepping in when the Service Access Manager is unavailable. The Lead also oversees daily registration and financial counseling activities, offering real‑time coaching and feedback to FCCs, and supports supervision of revenue cycle front‑end activities such as patient registration, scheduling, arrival, collections, cash management, and workflow coordination. The Lead is expected to follow all regulatory and compliance policies, model Duke’s values and expected behaviors, and contribute to a positive patient experience and work environment. The Lead maintains a professional presence, ensures privacy and safety, and fosters an inclusive culture where all voices are heard and valued. Duties and Responsibilities Perform FCC duties and provide expert support. Maintain flexibility in work schedule to support operational needs. Assist in planning work schedules and assign daily tasks to FCCs. Support the Service Access Manager in identifying inventory needs and ensuring proper supplies. Identify and implement initiatives to improve patient and staff satisfaction and meet metrics. Manage change effectively and support team members during transitions. Review revenue cycle reports, track trends, provide feedback, and discuss performance with the Service Access Manager. Uphold DUHS policy and procedures and monitor adherence to ensure high quality outcomes. Provide real‑time feedback on scripting and patient interaction, recognizing successes. Monitor hospital work queues (Patient, Account, Charge Review, PB and HB Claim Edits) to identify trends and provide training. Investigate and resolve issues when the Service Access Manager is unavailable, escalating urgent matters appropriately. Communicate teamwork expectations and model collaborative behavior. Acknowledge team members’ contributions and build effectiveness. Participate in interviews for new employees and offer hiring/termination feedback. Support employee evaluation by providing feedback on learning and performance. Motivate, train, and coach staff on performance opportunities and successes. Assist with orientation checklists, assign training, and monitor progress for new employees. Provide ongoing feedback and coaching to new hires and orientees (FCCs). Share departmental procedures and updates regularly. Deliver accurate, clear, and concise messages to influence staff action. Participate in monthly staff meetings. Commit to Duke Quality Initiatives, huddle participation, root cause analysis, and support leadership on quality/safety events. Lead and participate in training activities and group meetings. Follow downtime procedures during system outages and ensure compliance by revenue cycle staff. Support and train on new technology implementations while adhering to policy. Manage team issues promptly and considerately. Follow policies related to Imprest Cash and End of Day deposits. Participate in internal control audits and maintain compliance. Perform additional duties as assigned by Hospital Service Access leadership. Required Qualifications Education: High School Diploma minimum; college preferred. Licensure/Certification: None required. Experience: 4‑5 years’ experience, including 2‑3 years as an FCC or similar. Knowledge, Skills and Abilities: Strong verbal and written communication skills. Basic PC skills. Medical terminology knowledge. Telephone etiquette. Organizational and prioritization skills. Ability to provide oral and written instructions. Tactful and courteous interaction with the public. Application of departmental policies for patient information verification, payment collection, and record maintenance. Relationship building with other personnel. Entry‑level supervisory skills (coaching, counseling, performance evaluation). Staff planning knowledge. 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 collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values. Read more about Duke’s commitment to affirmative action and nondiscrimination at hr.duke.edu/eeo . 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