Patient Account Team Lead

Duke Careers

. Provide expert support and perform all duties of a Financial Care Counselor .

Posted 9/21/2026full-timeRemote • North Carolina • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in financial counseling and revenue cycle management, with strong capabilities in team leadership, training, and performance evaluation. Proficient in patient registration processes, cash management, and adherence to policies and procedures to ensure high-quality outcomes.

Highest-signal resume keywords

Financial Care CounselingRevenue Cycle ManagementTeam LeadershipPatient RegistrationMedical Terminology Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryCash ManagementPatient Workflow CoordinationPerformance EvaluationSchedulingInventory ManagementQuality Improvement InitiativesPolicy AdherenceTelephone EtiquetteOral and Written Instructions

Soft Skills

Strong Verbal CommunicationOrganizational SkillsInterpersonal SkillsCoaching and CounselingCustomer Service

Tools & Technologies

PC SkillsFinancial Counseling SoftwareRevenue Cycle Reports

Industry Keywords

HealthcarePatient InteractionService Access ManagementQuality and Safety InitiativesNorth Carolina Residency

About the role

Key responsibilities & impact

Provide expert support and perform all duties of a Financial Care Counselor
Support and oversee daily registration and financial counseling activities
Coordinate patient registration, scheduling, arrival, point-of-service collections, cash management, work queues, financial counseling, training, and patient/workflow coordination
Provide real-time coaching and feedback to Financial Care Counselors
Support the Service Access Manager with front-end revenue cycle activities
Plan work schedules and daily FCC assignments, modifying them as needed
Identify needs for supplies and resources and ensure proper inventory, use, and placement
Identify improvement opportunities and monitor initiatives to improve customer satisfaction and meet metrics
Review revenue cycle reports, track trends and outcomes, identify system issues, and provide staff feedback
Monitor adherence to policies and procedures and ensure high-quality outcomes
Round with team members to evaluate scripting and patient interactions
Monitor hospital work queues and ensure timely account resolution
Provide coverage when the Service Access Manager is unavailable and escalate urgent issues
Participate in interviewing, hiring feedback, employee evaluations, orientation, training, coaching, and performance development
Share departmental procedures and updates with the team
Participate in staff meetings, quality initiatives, huddles, root cause analysis, and quality/safety event response
Lead and participate in training activities and group meetings
Follow downtime procedures during system outages
Support new technology implementations and train staff on related processes
Manage team issues and follow cash, deposit, and internal control audit procedures
Perform other duties assigned by Hospital Service Access leadership

Requirements

What you’ll need

High School Diploma (minimum); college preferred
4–5 years’ experience
Minimum 2–3 years’ experience as a Financial Care Counselor (FCC) or similar experience
Strong verbal and written communication skills
Basic PC skills
Minimum six months’ data entry experience
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 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, including coaching/counseling and performance evaluation
Knowledge of staff planning
Preceptor foundations
Must reside in North Carolina

Benefits

Comp & perks

Remote work arrangement
Monday–Friday, first shift schedule
Equal employment opportunity and commitment to diversity, collaboration, innovation, creativity, and belonging
Reasonable accommodation provisions for essential physical job functions