Lead, Patient Solutions

Hey there! We’re Acclara.

As a remote-first workforce with team members in all 50 states, we’re a unique group of strategists, technologists, and service providers—all united in serving our partners to deliver the best care to their patients, helping build even healthier communities for us all to live and work in.

We bring our one-of-a-kind selves to work each day, and we welcome (and want) you to do the same. Coffee connoisseurs, moms and dads, runners, animal lovers, adventurists—the list goes on—we all came to make a difference, and we stay because we’ve found a place where we don’t have to do it alone.

Our team’s work is fueled by our CORE values of Commitment, Outcomes, Respect, and Empowerment. They’re the “how” behind what we do, guiding our actions as we aim to change the way technology and services come together.

The Role

The Patient Solutions Lead provides day-to-day assistance and technical support to their assigned team(s). This role will be a liaison between the Patient Solutions team, patients, their representatives, payers, and other departments within Acclara. This position also partners with management to standardize, develop, and update workflow processes, and monitors team productivity and quality, while working accounts to maximize reimbursement. 

What You’ll Do

• Assists with training and mentoring of new and current employees on policies, procedures, and systems 
• Oversee employee daily work volumes, ensuring employees are meeting or exceeding department standards 
• Provides feedback to management on team and individual accomplishments, areas of concern, progress, and training needs 
• Partners with management to standardize workflows and establish and improve processes, policies, and procedures to promote efficiency in quality and productivity goals 
• Ensure all escalated requests are identified, tracked, and resolved 
• Ensure all inbound calls are answered and outbound call goals are achieved as outlined in policy/service level agreements. 
• Review and interpret patient statements, balances, and client contractual terms/agreements 
• Identify contractual and administrative adjustments 
• May monitor documentation of accounts, recorded calls, and in-coming/out-going paperwork 
• Generates and/or compiles various reports such as: accounts receivable, statistical & collector productivity, including detail of accounts and reasons for unbilled claims. 
• Review all problems claims to determine reasons for, and resolution of, problems and delegates follow-up back to employee for necessary action 
• Assist team and supervisor with escalated patient inquiries/concerns and resolve within 24 hours when possible 
• Go-to person for employee questions and concerns and addresses them in a timely and professional manner; obtaining support from management as needed 
• Back-up for all Patient Solution job duties as needed (i.e., receiving inbound calls, making outbound calls, answering questions, handling complaints) 

What We’re Looking For

• High school diploma or equivalent 
• 2+ years’ experience as Specialist, Patient Solutions, or leadership role   
• Strong understanding of patient experience/customer service requirements to include healthcare knowledge with an emphasis on patient and insurance billing 
• Knowledge of EOBs, CPT & ICD-10 codes, HCFAs, UB04s, HCPCS, DRGs and authorizations/referrals 
• Knowledge of computerized registration, billing, collection, and problem resolution procedures 
• Electronic health record experience (Epic, Cerner, Meditech etc.) 
• Ability to work independently and monitor employee production and quality 
• Excellent eye to detail, customers service, communication (written and verbal), interpersonal, problem solving, and organizational skills 
• Strong computer skills including proficiency with Microsoft Office Suite 
• Ability to navigate health plan websites to verify eligibility, benefits and claim status 
• Must be able to work in a fast-paced department and handle multiple tasks, work with interruptions, and deal effectively with confidential information 
• Ability to work Pacific Time zone shift

Preferred Qualifications

• EPIC experience 

How We Take Care of Our Team Members

• Remote-first workplace, with opportunities to work on-site in certain locations
• Comprehensive medical, dental, and vision coverage
• Parental leave
• 401K with company match
• Company-paid life insurance, short-term disability, and long-term disability
• Paid time off and holidays

Pay Range: $16.33 - $21.00

This compensation range is a reasonable estimate that extends from the lowest to the highest pay Acclara in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. Acclara may ultimately pay more or less than the posted range as permitted by law.

Diversity, Equity, and Inclusion Matter

At Acclara, you’re invited to bring more of yourself to work—not less. Your background, your culture, and your personal experiences are all important pieces of the authentic you, and we honor that. Connection is created when we show up.

Acclara, an R1 company, is dedicated to the fundamentals of equal employment opportunity. Acclara’s employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person’s age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status or any other characteristic protected by federal, state or local law. Furthermore, Acclara is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.

If you need reasonable accommodation due to a disability for any part of the interview process, please contact [email protected].

Visa Sponsorship is not available at this time.

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