ECU Health ยท 9 hours ago
Customer Service Team Lead
Greenville, NC
Full-time
Onsite
Mid, Senior Level
3+ years expECU Health is a mission-driven academic health care system serving over 1.4 million people in eastern North Carolina. The Customer Service Team Lead provides leadership and operational oversight for the Customer Service team, ensuring accurate handling of patient financial inquiries and driving performance standards to support the organization's revenue cycle goals.
Hospital & Health Care
Responsibilities
Conduct daily assignment of workload including inbound calls, MyChart messages, financial counseling cases, billing inquiries, and customer service tickets
Ensure adherence to departmental service-level agreements (SLAs) such as: Average Speed to Answer (ASA), Abandonment Rate, Call Quality & First Call Resolution (FCR), Response turnaround for billing inquiries and documentation requests
Monitor call queues, dashboards, and worklists in real time (Epic, Cisco or other telephony systems)
Identify trends in call volume, inquiry types, and bottlenecks; adjust staffing deployment accordingly
Serve as a point of contact for escalated patient issues, service recovery needs, and complex financial counseling situations
Provide day-to-day leadership, mentoring, and role modeling for frontline representatives
Conduct side-by-side coaching, call monitoring, and real-time feedback
Support new hire onboarding, competency validation, cross-training, and ongoing skill development
Lead daily huddles focused on KPIs, workflows, quality assurance findings, and updates from Revenue Cycle leadership
Assist with performance evaluations by providing data, documentation, coaching logs, and quality outcomes
Reinforce ECU Health values, Revenue Cycle expectations, accountability standards, and staff engagement initiatives
Audit call documentation, billing inquiries, patient correspondences, and Epic account notes for accuracy and completeness
Ensure compliance with HIPAA, regulatory bodies, payer contract rules, and internal policies
Identify training opportunities, workflow gaps, and trends contributing to avoidable rework, denials, complaints, or delays in cash posting
Monitor accuracy in: Patient demographic updates, Insurance verification and documentation, Payment plan establishment, Financial assistance screening and referrals, Billing explanation and resolution
Collaborate with PAS, Follow-up, Coding, Denials, and Managed Care to accelerate claim resolution and reduce avoidable write-offs
Identify account errors leading to denials (e.g., authorization issues, COB, eligibility, MSP, demographic discrepancies) and resolve or route appropriately
Provide guidance on payment arrangements per policy, including escalated arrangement exceptions requiring leadership approval
Support cash collection targets by ensuring appropriate communication of estimates, payroll deductions, payment plans, balances, financial assistance, and self-pay policies
Track and escalate recurring system issues (Epic WQs and telephony failures)
Ensure a culture of patient-first, solution-driven communication and financial transparency
Handle sensitive complaints involving billing disputes, financial hardship, legal concerns, or reputational risk
Conduct follow-up with patients/guarantors to ensure resolution and satisfaction
Review and refine scripts with leadership to ensure clarity, professionalism, and empathy
Monitor trends in complaints and develop corrective action plans with leadership guidance
Use Epic reporting workbench, dashboard views, call analytics, CRM tools, and Excel trackers to monitor performance
Maintain real-time KPI visibility for the team and escalate variance from targets
Identify operational risks early and recommend mitigation strategies
Participate in workflow redesigns, technology upgrades, telephony reconfiguration, Epic updates, and process standardization initiatives
Represents Customer Service during cross-functional work groups for denials, financial clearance, transparency, and billing process improvements
Support implementation of new policies, scripts, documentation standards, and quality scorecards
Assist in maintaining departmental SOPs and job aids; recommend improvements aligned with revenue cycle best practices
Qualification
Required
High school diploma or GED required
Minimum 3 - 5 years of experience in healthcare customer service, patient financial services, PAS, billing, or revenue cycle operations
At least 1 year of informal or formal leadership experience (team lead, senior representative, trainer, QA auditor, or equivalent)
Proficiency with Epic (PB/HB), and telephone call management systems
Advanced communication, problem-solving, customer service, and conflict resolution skills
Preferred
Associate or Bachelor's degree preferred
Experience in a multi-hospital health system environment
Strong knowledge of insurance coverage, prior authorization, Medicare/Medicaid rules, patient billing, payment posting, and medical terminology
Competency with Excel, reporting tools, dashboards, and workflow analytics
Familiarity with denials management, financial counseling, and self-pay workflows
HFMA CRCR preferred
Benefits
Great Benefits
Company
ECU Health
We come to work every day in order to help you and the 1.4 million people like you across eastern North Carolina.
10001+ employees
H1B Sponsorship
ECU Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (5)
2023 (3)
2022 (6)
2021 (8)
2020 (4)
Funding
Current Stage
Late StageLeadership Team
Brian Floyd
President and COO
Betsey Kirisits, PHR
HR Business Partner II
Company data provided by crunchbase