Team Lead Operations Account Management

Essential Functions Discrete Responsibilities (Primary Accountability)

• Operational Performance Monitoring:
  Monitor daily operational performance, battle cards, action plans, and key KPIs for assigned clients, including A/R days, cash performance, denial trends, and accuracy measures.
• Primary Operations Liaison:
  Act as the primary operational point of contact between clients and internal delivery teams, ensuring timely, accurate, and consistent communication.
• Operational Translation:
  Translate client needs, issues, and requests into actionable operational priorities and execution plans.
• Risk & Trend Identification:
  Identify operational risks, analyze performance trends, and support issue resolution to prevent revenue leakage and service disruption.
• Reporting & Communication:
  Ensure accurate reporting, clear status updates, and effective issue communication to internal stakeholders and, as appropriate, client contacts.

• Lead operational work for domestic‑only clients as needed.

• Trend Monitoring & Corrective Action:
  Review statistical reports and dashboards to identify operational trends, risks, and deficiencies; develop and implement corrective action plans to improve timeliness, quality, and outcomes.
• Operational Efficiency:
  Lead tactical efforts to maximize operational efficiency and optimize reimbursement through standardized workflows, issue triage, and collaboration with cross‑functional partners.

• Liaison & Communication:
  Act as the primary operational point of contact between facility management and internal teams, ensuring smooth, timely communication and resolution of day‑to‑day issues.
• Service Responsiveness & Escalation:
  Ensure client inquiries are addressed promptly (including providing timelines to resolution), and proactively escalated risks such as unbilled accounts, claim issues, and operational blockers to leadership.
• Cross‑Functional Coordination:
  Partner with internal teams (e.g., operations, finance, payer relations, technology, and strategic client management/sales counterparts) to drive resolution and maintain a consistent client experience.

• Understand contract terms and ensure operational billing, invoicing, and service delivery remain within negotiated requirements.

• Maintain current knowledge of hospital billing systems, government payer programs, third‑party reimbursement policies and applicable federal/state regulations.

• Maintain confidentiality of patient and client information without exception.

• Attend required meetings and remain current on industry trends, legislative changes and best practices.

• Ensure accuracy of customer invoices and support monthly invoicing processes as required; validate supporting detail and address discrepancies.

Perform all functions in alignment with management expectations and complete other duties as assigned.

• Client Retention and Stability
• Reduction in Client Escalations
• Cash Performance vs. Goal
• A/R Days and Denial Trends

Staff Management Responsible for ensuring area of responsibility has the talent and resources to meet short- and long‑term organizational goals as well as ensuring maximum productivity and performance. Responsibilities include, but are not limited to:

• Proactively recruit, screen, and select candidates for current and future resource requirements.
• Effectively orient new hires to ensure a positive and productive employee engagement experience.
• Ensure structure and hiring plans (within…