The Onyx Group - Credits Team Lead

Job Title: Credits Team Lead Weekly Hours: 40 hours per week, Schedule Options (Onsite): Monday – Friday, 8:00 AM – 5:00 PM (1-hour lunch) or Monday – Friday, 8:00 AM – 4:30 PM (30-minute lunch) Supervised by: Revenue Cycle Manager Position Overview: The Credits Specialist (Insurance & Patient) Team Lead is a working leadership role responsible for both daily team oversight and direct resolution of credit balance accounts across patient and payer populations. This position actively performs credit balance work while leading a team, ensuring timely and compliant resolution of insurance and patient overpayments, refunds, and account reconciliations. The Team Lead is accountable for team performance, quality, and productivity, while also maintaining an individual workload. Responsibilities: Working Lead Responsibilities (Primary Focus) · Maintain an active inventory of credit balance accounts (both insurance and patient) · Perform hands-on resolution, including: o Insurance overpayment review and payer refund processing o Patient credit resolution and refund issuance o Reallocation/transfers of credits where appropriate o Adjustment posting when applicable · Complete root cause analysis on credit balances and document findings · Ensure all accounts are resolved accurately, timely, and in compliance with payer and regulatory guidelines Team Leadership & Oversight · Lead, coach, and support a team of Patient & Insurance Credit Specialists · Monitor daily work queues, productivity, and quality outcomes · Assign and balance workloads while also contributing to production · Provide real-time support, issue escalation, and guidance · Conduct 1:1s, performance feedback, and training Credit Balance Operations · Oversee and participate in: o Credit balance identification and reconciliation o Refund workflows (patient and payer) o Takebacks, recoupments, and offsets · Ensure appropriate disposition of all credits (refund, adjustment, transfer) · Partner with upstream teams to reduce recurring credit balances Compliance & Risk Management · Ensure adherence to: o CMS and payer refund timelines o HIPAA and internal compliance standards · Maintain proper documentation for all account activity · Support audit readiness and respond to audit requests Performance & Reporting · Track team and individual performance metrics, including: o Inventory volumes and aging o Refund turnaround times o Productivity and quality scores · Use reporting to identify trends and improvement opportunities · Escalate systemic issues impacting credit balances Process Improvement · Identify root causes driving credit balances and implement solutions · Partner with leadership on workflow and system improvements (Epic/eCW) · Support automation and standardization initiatives Cross-Functional Collaboration · Work closely with: o Cash Posting o AR Follow-Up o Denials & Appeals · Ensure alignment across teams to prevent and resolve credit balances Required Education & Certifications: · High School Diploma or equivalent required · Associate’s or Bachelor’s degree preferred · 3–5+ years of Revenue Cycle experience, including: o Credit balance resolution (insurance and patient) o Refund processing and overpayment management · Prior lead or supervisory experience preferred Required Skills · Strong working knowledge of: o Insurance payment methodologies and EOB interpretation o Credit balance workflows and refund compliance · Hands-on experience with Epic and eCW · Ability to manage personal production while leading a team · Strong analytical, organizational, and problem-solving skills · High attention to detail and accuracy Certifications · Certified Revenue Cycle Representative (CRCR) or willingness to obtain Leadership Competencies · Leads by example through active account resolution and productivity · Drives accountability for both individual and team performance · Coaches and develops team members in real time · Uses data to guide decisions and improvements · Maintains stro…