Patient Account Resolutions Team Lead

Welcome to Ovation Healthcare!

At Ovation Healthcare, we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.

The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare’s vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.

We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare, you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.

Ovation Healthcare’s corporateheadquartersis located in Brentwood, TN. For more information, visit.

Summary:

The Patient Account Resolution Lead provides essential leadership and support to Patient Account Resolution Specialists, ensuring adherence to established processes and procedures. This role involves real-time coaching, mentoring, and motivating team members, while offering guidance on procedural questions and driving continuous improvement. The Lead is also responsible for identifying training needs, ensuring team schedule adherence for optimal coverage, and monitoring performance to meet call center metrics. Additionally, the Lead manages unassigned follow-up accounts, handles escalated calls, and supports management with supervisor-level approvals, playing a key role in the overall success and efficiency of call center operations.

Duties and Responsibilities:

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Effectively execute the call center's vision, mission, and objectives, ensuring alignment with organizational priorities.

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Meet or exceed departmental key performance indicators (KPIs), driving the team toward consistent success.

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Offer ongoing, two-way feedback to encourage high performance, foster a productive work environment, and promote continuous improvement.

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Provide support to agents by handling complex accounts, taking escalated calls, and offering guidance on call handling as needed.

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Maintain open lines of communication with agents, supervisors, and managers to ensure a cohesive team environment.

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Conduct side-by-side live monitoring with Patient Account Resolution (PAR) Specialists for up to 90 minutes daily, providing real-time coaching and support.

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Actively listen to agents' feedback and ideas to improve the overall workplace experience and foster a culture of continuous improvement.

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Manage PIR (Patient Incident Reports) and other incident-related cases to ensure timely and accurate resolution for patients.

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Monitor queue status regularly to ensure call center operations run efficiently and effectively in alignment with metric goals.

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Communicate effectively with the management team to provide insights on employee performance and coaching needs, enabling data-driven decision-making.

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Identify and implement opportunities for improvement in work processes and procedures, enhancing overall efficiency.

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Create, update, and maintain procedural documentation as necessary to ensure alignment with current practices and regulatory standards.

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Use sound judgment in decision-making and interdepartmental communication, ensuring a seamless flow of information.

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Dedicate time each shift to monitor the call center specialists, providing hands-on leadership and ensuring operational efficiency.

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Set aside ti