Team Lead, Account Follow-Up Services

Team Lead, Account Follow-Up Services

The Account Follow-Up Services Team Leader is responsible for strategic oversight of Hospital Insurance Follow-Up Services, including multi-team performance, payer strategy, denial prevention initiatives, workforce planning, and operational scaling.

This role drives measurable improvement in A/R aging, collections performance, and denial overturn rates through KPI leadership, cross-functional collaboration, training programs, and continuous process innovation.

Key Responsibilities

Operational & Performance Leadership


* Own performance across one or more Insurance Follow-Up teams (or multiple clients).


* Set daily/weekly/monthly targets for productivity, quality, and collections, ensuring adherence to service-level expectations.


* Lead KPI governance (Days in A/R, A/R > 90, denial rate, overturn rate, net collection rate, first-pass resolution, productivity per FTE, quality).


* Build and present performance reviews and executive-ready reporting; drive corrective action plans.

Denials Strategy & Payer Optimization


* Lead payer trend analysis and root-cause programs to reduce preventable denials (eligibility, auth, coding/modifiers, timely filing, medical necessity, COB).


* Standardize best practices for appeals, reconsiderations, and payer escalations.


* Partner with leadership on payer playbooks and escalation pathways; ensure consistent documentation standards.

Training, Enablement & Quality Control


* Design and maintain scalable training programs, SOPs, and payer-specific job aids.


* Establish QA frameworks and audit cadence; monitor error trends and implement remediation plans.


* Develop team leads and high-potential staff through structured coaching and succession planning.

Innovation & Process Improvement


* Drive workflow optimization through queue design, inventory management, and prioritization strategies.


* Recommend technology improvements (automation, templates, dashboards, portal utilization) to increase output and reduce rework.


* Lead change management and adoption for new tools, payer policy updates, and client requirements.

Cross-Functional & Client Partnership


* Collaborate with coding, payment posting, charge entry, eligibility, and client stakeholders to resolve systemic issues impacting AR.


* Participate in client performance calls and support recovery plans for at-risk KPIs.

What we are looking for:


* 3-5+ years of RCM experience with deep Insurance Follow-Up/Denials expertise.


* 2–4+ years leading teams (supervisor/team lead/manager level).


* Demonstrated success improving KPI outcomes (A/R aging reduction, denial reductions, increased overturn rate, improved collections).


* Strong analytics/reporting capability (Excel required; dashboard/reporting tools preferred).


* Advanced knowledge of payer behavior, denial categories, escalation processes, and appeals best practices.
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