Patient Account Resolutions Team Lead

Ovation Healthcare

. Execute the call center's vision, mission, and objectives .

Posted 9/15/2026full-timeRemote • Alabama • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in call center operations, including performance monitoring, team leadership, and customer service best practices. Proficient in managing complex accounts and ensuring compliance with billing and recovery cycle regulations.

Highest-signal resume keywords

Call Center Operations ManagementTeam LeadershipCustomer Service Best PracticesBilling and Recovery Cycle KnowledgeHIPAA Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center ExperienceBilling KnowledgeDiscount CalculationProcedural DocumentationPerformance MonitoringAdministrative ProceduresClerical ProceduresWindows-Based SystemsMicrosoft Office ProficiencyRevenue Cycle Management

Soft Skills

Strong Listening SkillsClear CommunicationInterpersonal SkillsFeedback ProvisionContinuous Improvement Mindset

Tools & Technologies

Desktop ComputerLaptopMobile Workstation

Industry Keywords

KPI ManagementPatient Account ResolutionIncident ManagementQueue MonitoringOn-Call Shifts

About the role

Key responsibilities & impact

Execute the call center's vision, mission, and objectives
Meet or exceed departmental KPIs
Provide ongoing two-way feedback and promote continuous improvement
Support agents by handling complex accounts and escalated calls
Maintain communication with agents, supervisors, and managers
Conduct side-by-side live monitoring with Patient Account Resolution Specialists for up to 90 minutes daily
Manage PIR and other incident-related cases
Monitor queue status and call center operations
Provide management with insights on employee performance and coaching needs
Improve work processes and procedures
Create, update, and maintain procedural documentation
Monitor call center specialists and provide hands-on leadership each shift
Manage billing office ticklers and contact patients for follow-up
Assist with inbound and inbound dialer queues during high call volume
Work rotational weekend, inclement-weather on-call, or after-hours shifts as required

Requirements

What you’ll need

GED or High School Diploma required
Minimum of 6 months of Early Out Call Center experience, or equivalent experience in another revenue cycle role
Prior leadership experience preferred, with demonstrated ability to guide and support a team
Knowledge of customer service best practices
Knowledge of calculating discounts
Knowledge of client requirements and guidelines
Understanding of billing and recovery cycle
Understanding of legal rules and regulations pertaining to billing, collections, and HIPPA
Working knowledge of Windows-based systems and Microsoft Office products
Knowledge of administrative and clerical procedures and systems
Knowledge of business and management principles
Ability to fluently communicate in and understand English
Ability to move around the call center floor for up to 8 hours
Frequent use of a desktop computer or laptop
Ability to communicate clearly and professionally with patients over the phone
Strong listening skills
Ability to interact with a mobile workstation
Ability to work rotational weekend shifts, on-call during inclement weather, or after-hours shifts as required

Benefits

Comp & perks

Full-time employment
Remote work arrangement for EST-based work
Opportunity to collaborate with subject matter specialists and operations executives
Collegial atmosphere of professionalism and teamwork