The AR Process Lead oversees the daily performance of Accounts Receivable (A/R) analysts, ensuring productivity, quality, and compliance with standard operating procedures (SOPs). This role provides real-time coaching, feedback, and support while managing workflow allocation, queue oversight, and minor operational issues. The Team Lead partners with leadership to drive operational excellence, denial management improvements, and team development through cross-skilling, utilization, and performance management.

Essential Functions: In addition to working as prescribed in our Performance Factors specific responsibilities of this role include:

• Production & Quality
  • Take ownership of assigned workload, ensuring accuracy, compliance, and adherence to SOPs.
  • Review daily productivity and quality reports; provide constructive feedback to team members.
  • Identify performance trends, recurring issues, and initiate corrective actions.
  • Ensure site queue reviews are completed to reduce escalations to TBUS or customers.
• Operational Oversight
  • Resolve day-to-day operational challenges (IT, hardware, access, and workflow issues).
  • Manage minor team conflicts in alignment with company values and policies.
  • Provide floor support, handle escalated queries, and ensure seamless daily operations.
  • Conduct denial analysis and recommend corrective measures to reduce avoidable errors.
• Team Development & Coaching
  • Deliver ongoing feedback, coaching, and training to improve team capability.
  • Drive cross-skilling initiatives, enabling resource utilization and facilitating individual growth.
  • Mentor team members to build strong knowledge in A/R, denial management, and RCM best practices.
  • Promote accountability, engagement, and continuous improvement within the team.
• Continuous Improvement
  • Identify process improvement opportunities, error possibilities, and potential edits/automation.
  • Partner with leadership to execute special projects and process optimization initiatives.
  • Monitor compliance with HIPAA and payer-specific requirements while reducing rework.
  • Share insights with leadership on recurring denial trends, system gaps, and operational risks.
  • All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.

 

Staff Management

• Responsible for ensuring areas of responsibility have 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 budget) are appropriate for performance and productivity levels required.
  • Utilize the company’s performance management program as designed to align individual performance to overall performance objectives. Meet all completion requirements at a high-quality level. Provide ongoing performance feedback. Identify and take appropriate action for non-performance.
  • Ensure each employee has a yearly performance review that is reviewed with employee and the review to be sent to Human Resources each year.
  • Ensure each employee has a clear and thorough understanding of their role and responsibilities. Keep job descriptions current for each position.
  • Actively support and participate in organizational development and training programs. Meet all completion requirements at a high-quality level.
  • Mentor, guide, and coach direct reports to expand their capabilities and performance.
  • Communicate all corporate matters in a positive and timely manner as directed by Corporate Communications or senior management.
  • Administer all internal policies and procedures in accordance with corporate, human resources, budgetary, and finance guidelines. Ensure accuracy of staff data records.
  • Comply with all employment laws and regulations including, but not limited to, equal employment opportunities for all

Key Results / Performance Indicators

KRA Category

Target / Metric

Weightage

Focus Areas / Comments

Production

≥ 20%

22.5%

Full ownership of assigned workload

Quality

≥ 99%

22.5%

Accuracy, compliance, and adherence to SOPs

Team Productivity and Efficiency

Team Productivity ≥ 99%

50.0%

via - Review productivity & quality reports on a daily basis and provide constructive feedback.

         Identify trends and take necessary action

         Resolving issues (IT/hardware, Access related etc.)

         Managing minor conflicts

         Cross-skilling/ Enabling Utilization/Facilitating Growth

         Review site queues to reduce the claims to TBUS or customer

Initiatives

N

5.0%

Help identify trends, process improvements, error possibilities, changes to edits, Denial Analysis etc.

Minimum Requirements:

• 6+ years of experience in the U.S. healthcare domain, with strong specialization in Accounts Receivable and Denial Management.
• Prior experience coaching or leading small teams within healthcare BPO/RCM operations.
• Strong understanding of payer policies, RCM best practices, and claim resolution strategies.
• Willingness to work flexible shifts and adapt to business needs.

Education / Experience / Certification:

• Bachelor’s degree preferred.
• Experience with acute EHR systems (Epic, Cerner, Meditech) and billing systems (NextGen, eCW, CareCloud, etc.) desirable.
• Familiarity with clearinghouses (Waystar, Realmed, Availity, Change Healthcare, ViaTrack) preferred.
• Proficiency with MS Excel (advanced formulas, pivot tables, reporting), MS Word, and Google Suite required.

Skills & Technical Proficiency:

• Strong leadership and team management skills with ability to balance coaching and performance accountability.
• Excellent analytical and problem-solving ability, especially in denial management.
• Proficiency in reviewing and interpreting productivity/quality reports to drive action.
• Strong conflict resolution and interpersonal skills.
• Ability to work independently while ensuring team collaboration and operational success.
• Strong organizational skills with ability to manage workload and shifting priorities.
• Excellent written and verbal communication for effective team and stakeholder interactions.
• Commitment to compliance with HIPAA, company policies, and payer requirements.

Working Environment/Physical Demands

Working Environment:

• General office environment: Works generally at a desk in a well-lighted, air-conditioned office, with moderate noise levels. 
• Periods of stress may occur.

Physical Demands:

• Activities require a significant amount of sitting at office and work desks and in front of a computer monitor.
• Some walking and standing relative to interaction with other personnel.

 

Travel Requirements:

    xNone       Occasional            Moderate          Frequent           Very Frequent

                            (25% or Less)              (25% - 40%)            (40% - 80%)                       (80% or m

Other possible Unofficial Titles

Unofficial titles may be given by the manager and used for email signature.

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This document does not create an employment contract, implied or otherwise.  It does not alter the "at will" employment relationship between the company and the employe

Individual Contributor