Team Lead Insurance Follow-up in Charlotte at Parallon

Date Posted: 10/10/2018

Job Snapshot

Job Description

JOB TITLE: Team Lead- Client Representative Insurance Follow-up

GENERAL SUMMARY OF DUTIES – Assist the Manager by giving staff day-to- day direction in performing daily responsibilities.  
SUPERVISOR –Unit Manager


•    Perform Client Representative activities based on production quotas.  Fully capable of meeting quotas.

•    Work with Manager to ensure the staff is capable of handling current production goals within department(s).

•    Assist in training new staff by demonstrating sound collections practices, participating in role plays, monitoring new hire calls and providing feedback.  Provide feedback to Unit Manager on new hire progress, surfacing issues or other actions that should be taken to improve/maintain success.

•     Provide first level help to staff by answering questions, reviewing policies or procedures, participating in client calls, addressing escalated issues, researching customer accounts or providing feedback to staff.

•    Participate in weekly taping sessions with Manager and staff members as assigned.

•     Perform weekly QA audits in each company. Achieve and maintain acceptable scores and functions as outlined in the QA program.  Maintain prompt and accurate documentation outlining all steps of the QA program that have been taken in individual organized files.  Fill out the proper forms.  Audit the assigned number of accounts per day following a set schedule.  Forms will be completed and turned in within required timelines.

•    Provide feedback to Manager on staff performance.

•    Maintain a working inventory of accounts equal to 75% of the volume a normal reps inventory would carry.  Also manage a queue of problem accounts and make follow-up calls or provide other supervisory resolution action as needed.  Ensure proper follow-up by seeing that the inventory of problem accounts never exceeds 25 on a daily basis.  Escalate problems as deemed appropriate.  Monthly fee goals will be adjusted to account for the 25% of a Team Leads time spent off of their collection desk supporting their staff members. 

•     Prepare daily and weekly reports as needed as to the status of the MTD production quotas. 

•    Conduct weekly meetings with staff members and provide updates to the Manager regarding issues discussed.  The goal of this meeting is to provide the staff an open forum to discuss collection related issues that affect clients, co-workers, the company etc.  Document meetings and provide collection staff the notes for follow-up.  Maintain meeting scheduling and notify Unit Manager of such schedule.

•    Adheres to and supports organizational IT&S standards, policies, and procedures.

•    Adheres to Code of Conduct.

•    Performs other duties as assigned.


•       Working knowledge of insurance claims processing.  Capable of meeting production quotas.  Familiarity with Coding, CPT, Medical Terminology and Credentialing.  Demonstrated leadership, analytical, communication and problem solving skills and the ability to act/decide accordingly.  Ability to collect, create and research complex or diverse information.  Exceptional customer service and the ability to plan organize and exercise sound judgment. Understanding of CPT & ICD-9 coding. 

EDUCATION: High school diploma or equivalent. 

EXPERIENCE: At least 3 years experience in hospital or physician billing including 2 years and a working knowledge of medical terminology dealing with insurance related issues.  Experience with standard office software products a must.  


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