Team Lead - Patient Financial Services, Collections

SHIFT:

Day (United States of America)

Seeking Breakthrough Makers

Children’s Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care—and your career.

CHOP does not discriminate on the basis of race, color, sex, national origin, religion, or any other legally protected categories in any employment, training, or vendor decisions or programs. CHOP recognizes the critical importance of a workforce rich in varied backgrounds and experiences and engages in ongoing efforts to achieve that through equally varied and non-discriminatory means.

A Brief Overview

The Patient Financial Services (PFS) Collections Team Lead serves as a key operational and developmental resource for the department, providing day-to-day guidance, technical expertise, and workflow support to team members. This role acts as the primary subject matter expert for departmental processes, ensuring staff have the knowledge, tools, and resources needed to effectively manage accounts and achieve performance goals.

The Team Lead is responsible for onboarding and training new employees, identifying knowledge gaps, and recommending training initiatives, process improvements, and policy updates to promote consistency, compliance, and operational excellence. In collaboration with leadership, the Team Lead helps reinforce best practices, supports quality initiatives, and fosters a culture of continuous learning and accountability.

As a trusted resource for problem-solving and escalation management, the Team Lead must be able to effectively prioritize competing responsibilities, troubleshoot complex account and workflow issues, and engage appropriate leadership partners when necessary. This position also serves as a supervisory backup in the absence of the Supervisor, helping maintain operational continuity and team productivity.

In addition to leadership responsibilities, the Team Lead will maintain an assigned workload based on departmental needs while demonstrating and coaching effective account resolution strategies. A successful Team Lead is committed to promoting productive account activity, mentoring team members, and driving positive outcomes for both the department and the patients we serve.

Why This Role Is Important

The Patient Financial Services Collections Team Lead plays a vital role in supporting the organization's financial health and operational success. By serving as a frontline leader and subject matter expert, this position helps ensure consistent collection practices, improved account resolution, and adherence to revenue cycle standards.

This role serves as a critical link between staff and leadership, providing real-time support, coaching, and guidance that strengthens team performance and improves overall departmental effectiveness. Through mentorship, training, and process oversight, the Team Lead helps foster a culture of accountability, collaboration, and continuous improvement.

Key contributions include:

• Supporting revenue cycle and collection performance goals.
• Driving consistency in workflows, policies, and procedures.
• Enhancing employee development through coaching and mentorship.
• Identifying opportunities for process improvement and operational efficiencies.
• Ensuring continuity of operations during supervisory absences.
• Promoting quality account resolution practices that contribute to organizational success and a positive patient financial experience.

What You'll Gain

This role offers a valuable opportunity to expand your leadership skills, increase organizational visibility, and prepare for future advancement within Revenue Cycle Management.

Leadership Experience

• Develop and strengthen leadership capabilities through coaching, mentoring, and supporting team members.
• Gain experience leading departmental initiatives and influencing performance outcomes.
• Build critical skills in problem-solving, conflict resolution, communication, and decision-making.
• Serve as the designated leadership resource in the absence of the Supervisor.

Exposure to Leadership

• Partner closely with Supervisors, Managers, and Revenue Cycle leadership.
• Participate in department meetings, operational discussions, and strategic initiatives.
• Gain insight into performance management, operational planning, and organizational decision-making.
• Increase visibility among department leaders and stakeholders.

HFMA Membership & Professional Development

• Opportunity to obtain and utilize Healthcare Financial Management Association (HFMA) membership.
• Access industry-leading educational resources, networking opportunities, and professional development tools.
• Stay informed on healthcare revenue cycle trends, best practices, and industry advancements.
• Enhance professional credentials and career growth opportunities.

Increased Collaboration Across the Department

• Work closely with multiple Patient Financial Services teams and cross-functional partners.
• Build relationships across the revenue cycle to better understand end-to-end processes.
• Participate in collaborative projects designed to improve operational performance and patient outcomes.
• Strengthen teamwork and communication across departments and service lines.

Career Growth Opportunities

• Expand your expertise as a subject matter expert in collections and revenue cycle operations.
• Gain experience in training, employee development, and performance support.
• Build a strong foundation for future leadership opportunities, including Supervisor and Manager positions.
• Develop skills and experiences that prepare you for long-term career advancement within Patient Financial Services.

Work-Life Balance & Flexibility

The Patient Financial Services Collections Team Lead role offers a hybrid work environment that supports both collaboration and flexibility.

• Primary work location: 2929 Arch Street, Philadelphia, PA
• Onsite requirement: 1 day per week for team meetings, training, and collaboration
• Remote work: Work from home the remaining days of the week
• Enjoy reduced commute time while maintaining strong connections with leadership and colleagues
• Benefit from a flexible work model that supports professional growth and work-life balance

What you will do

• Provides departmental training to new employees on the team, modeling current workflows. Provides ongoing training as needed based on Quality Audits or feedback from the leadership team. Collaborates with the leadership team to identify, create and provide training on new workflows as identified.
• Provides support to the staff, answering questions throughout out the day. Assist with equipment maintenance, provide coverage in staff/supervisor absence, track and validate trends identified by staff. Answers questions regarding payer reimbursement information and escalates discrepancies to leadership. Support supervisor in establishment of new or revised procedures to enhance production and accurate reporting.
• Monitors work queues assigned as their responsibility, meeting established production and quality standards for the assigned tasks.
• Provides back-up to the supervisor in their absence. Assists with both administrative and technical issues based on the business need.
• Other duties as assigned.

Education Qualifications

• High School Diploma / GED - Required
• Associate's Degree - Preferred

Experience Qualifications

• At least three (3) years of work experience in a healthcare billing or collections environment. Required
• Demonstrated success in resolution of patient accounts; demonstrated ability to provide training and support. Required

Skills and Abilities

• Strong math aptitude
• Excellent organizational skills.
• Clear and concise decision making skills
• Leadership skills
• Detail oriented
• String interpersonal skills
• Excellent writing and oral communication skills
• Ability to work independently; results oriented
• Ability to handle confidential matters.
• Flexibility to work overtime as needed/required
• Experience with Epic system (Preferred proficiency)
• Experience with personal computers including Excel

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must receive an annual influenza vaccine. Learn more.

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SALARY RANGE:

$30.25 - $38.55 Hourly

Salary ranges are shown for full-time jobs. If you're working part-time, your pay will be adjusted accordingly.

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At CHOP, we are committed to fair and transparent pay practices. Factors such as skills and experience could result in an offer above the salary range noted in this job posting. Click here for more information regarding CHOP's Compensation and Benefits.