Patient Account Team Lead

Duke University Health System

. Serve as first-line support for Financial Care Counselors within hospital locations .

Posted 9/22/2026full-timeRemote • North Carolina • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in financial counseling, patient registration, and revenue cycle management while effectively leading and training a team. Proficient in data entry, communication, and organizational skills to enhance customer satisfaction and operational efficiency.

Highest-signal resume keywords

Financial CounselingRevenue Cycle ManagementTeam LeadershipData EntryPatient Registration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Financial Care Counselor DutiesPoint-of-Service CollectionsCash ManagementWork Queue ManagementMedical Terminology KnowledgeData Entry ExperiencePolicy AdherenceInventory ManagementQuality InitiativesInternal Control Audits

Soft Skills

Strong Verbal CommunicationWritten Communication SkillsOrganizational SkillsTactful InteractionCoaching and Counseling

Tools & Technologies

PC SkillsScheduling SoftwareRevenue Cycle Reports

Industry Keywords

Patient RegistrationService Access ManagementHealthcare ComplianceCustomer SatisfactionTelephone Etiquette

About the role

Key responsibilities & impact

Serve as first-line support for Financial Care Counselors within hospital locations
Coordinate with the Service Access Manager to ensure work is completed effectively and according to policies and procedures
Perform Financial Care Counselor duties, including patient registration, scheduling, arrival, point-of-service collections, cash management, work queue management, financial counseling, and training
Provide oversight of daily registration and financial counseling activities
Provide real-time coaching and feedback to Financial Care Counselors
Support front-end revenue cycle activities and patient/workflow coordination
Plan FCC work schedules and daily assignments and modify them as needed
Identify supply and resource needs and maintain proper inventory
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 feedback and training
Monitor adherence to policies and procedures
Round with team members to evaluate scripting and patient interactions and provide feedback
Monitor hospital work queues, including Patient, Account, Charge Review, PB and HB Claim Edits, for timely account resolution
Provide hospital-location support when the Service Access Manager is unavailable and escalate urgent issues
Participate in interviews and provide feedback for hiring, termination, and employee evaluations
Motivate, train, coach, orient, and assess new and existing employees
Share departmental procedures and updates with the team
Participate in staff meetings, huddles, quality initiatives, root cause analysis, and quality/safety event response
Attend, participate in, and lead training activities and group meetings
Follow downtime procedures during system outages
Support new technology implementations and train staff on related processes
Manage team issues in a considerate and timely manner
Follow procedures for imprest cash and end-of-day deposits
Participate in internal control audits and ensure team compliance
Perform other duties assigned by Hospital Service Access leadership

Requirements

What you’ll need

Must reside in North Carolina
High School Diploma (minimum); college preferred
4–5 years’ experience, including a minimum of 2–3 years’ experience as an FCC or similar experience
Minimum six months data entry experience
Strong verbal and written communication skills
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 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
No degrees, licensure, or certifications required

Benefits

Comp & perks

Remote position, Monday–Friday (first shift)
Flexible work schedule to support operational need
Equal employment opportunity
Reasonable accommodation provisions for essential physical job functions