The Group Lead, Operations Account Management is responsible for overseeing operational performance and execution across a portfolio of assigned clients, serving as the senior operational liaison between client facilities and internal delivery teams. This role provides leadership over tactical revenue cycle execution, ensuring accurate reporting, effective communication, and consistent, high‑quality performance across billing, follow‑up, collections, denials, and claim resolution workflows.
This position holds expanded accountability for operational monitoring, client relationship management, and issue resolution across multiple accounts or teams. The Group Lead translates client needs into prioritized operational strategies, monitors key performance indicators, identifies systemic risks and trends, and drives timely resolution to protect cash, A/R performance, and client satisfaction.
The role also provides leadership and mentorship to operational leads and staff, reinforcing execution standards, supporting training and performance improvement efforts, and removing barriers to delivery. Success is measured by client retention, escalation reduction, cash performance, A/R outcomes, and overall service stability.
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 Oversight: Oversee daily operational performance, battle cards, action plans, and key KPIs across assigned clients, including A/R days, cash performance, denial trends, and accuracy measures.
Senior Operations Liaison: Serve as the primary senior operational point of contact for clients, ensuring proactive, accurate, and consistent communication between client stakeholders and internal delivery teams.
Operational Prioritization & Direction: Translate client needs, issues, and requests into prioritized operational actions and execution plans across teams.
Risk & Trend Leadership: Identify emerging operational risks and performance trends; guide corrective actions to prevent revenue leakage and service disruption.
Executive‑Ready Reporting & Communication: Ensure accurate reporting, consolidated performance insights, and clear status updates for internal leadership and client stakeholders.
Client Scope: Lead operational work for domestic clients, with responsibility for coordination and consistency across assigned accounts.
Reporting, Trend Monitoring & Continuous Improvement
Trend Analysis & Corrective Action Leadership: Review dashboards and performance data to identify trends, risks, and deficiencies; lead the development and execution of corrective action plans to improve outcomes.
Operational Optimization: Drive operational efficiency and reimbursement optimization through standardization, workflow alignment, issue triage, and cross‑functional collaboration.
Scalability & Consistency: Ensure consistent execution standards and operational approaches across teams and client portfolios.
Client & Stakeholder Relationship Management (Tactical–Strategic Bridge)
Client Engagement & Communication: Maintain strong, trusted relationships with client operational stakeholders, ensuring timely issue resolution and transparent communication.
Escalation Ownership: Proactively manage and escalate significant operational risks (e.g., unbilled, denials, cash variance, system issues) with clear timelines and mitigation plans.
Cross‑Functional Leadership: Partner with operations, finance, payer relations, technology, and strategic client management counterparts to drive resolution and protect…