Team Lead Operations Account Management

About this role

The Team Lead, Operations Account Management is responsible for day‑to‑day operational performance and execution for assigned clients, serving as the primary operations liaison between client facilities and internal delivery teams. This role focuses on tactical revenue cycle outcomes, ensuring accurate reporting, effective communication, and consistent execution across billing, follow‑up, collections, denials, and claim resolution workflows. This position is accountable for operational monitoring and client relationship management. The Team Lead translates client needs into clear operational priorities, monitors key performance indicators, identifies risks and trends, and supports timely issue resolution to protect cash, A/R performance, and client satisfaction. The role also provides operational mentorship to staff by reinforcing daily best practices, supporting training and performance efforts, and helping remove execution barriers. Success is measured by client retention, escalation volume, and core revenue cycle performance indicators. These Goals and objectives are not to be construed as a complete statement of all duties performed; employees will be required to perform other job-related duties as required. Goals and objectives are subject to change. All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate. Essential Functions: In addition to meeting performance expectations, this role includes the following specific responsibilities: 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. Client Scope: Lead operational work for domestic‑only clients as needed. Reporting, Trend Monitoring & Continuous Improvement 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. Client & Stakeholder Relationship Management (Tactical) 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 escalate 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. Contract Awareness & Compliance: Understand contract terms and ensure operational billing, invoicing, and service delivery remain within negotiated requirements. Compliance & Professional Standards Regulatory Knowledge: Maintain current knowledge of hospital billing

Skills and categories