The Team Lead, Resolution Services is responsible for leading the Resolution Team and overseeing the provider-specific workflows they support. This role ensures all client and provider service level agreements (SLAs), turnaround times (TATs), and quality expectations are consistently achieved.
The Team Lead is accountable for driving operational excellence, monitoring team performance, and identifying trends and process improvement opportunities that enhance workflow efficiency, service delivery, and revenue outcomes. Through effective leadership, coaching, and collaboration, this individual helps ensure a high-performing team that delivers exceptional support to both internal and external stakeholders.
Primary Duties & Responsibilities
- Lead and support a team of Resolution Analysts responsible for researching, analyzing, and resolving claim-related issues to ensure timely and accurate processing. Escalate complex matters to leadership with recommended solutions when appropriate.
- Monitor team performance to ensure compliance with established client and provider turnaround times (TATs), service level agreements (SLAs), and quality standards, proactively communicating any risks or delays.
- Serve as a liaison between team members, leadership, and cross-functional departments to facilitate effective communication and collaboration.
- Support the performance management process by monitoring attendance, productivity, and adherence to departmental expectations, communicating concerns and trends to leadership.
- Ensure analysts maintain professional, accurate, and client-focused communications with internal and external stakeholders.
- Assist in the onboarding, training, coaching, and development of new and existing team members to promote engagement, knowledge growth, and performance excellence.
- Develop, maintain, and document workflows, procedures, and resolution processes to ensure consistency and operational effectiveness.
- Analyze daily, weekly, and monthly operational reports to identify trends, risks, and opportunities for process improvement, escalating findings and recommendations as needed.
- Drive continuous improvement initiatives that enhance workflow efficiency, service delivery, and revenue outcomes.
- Demonstrate sound judgment, critical thinking, and the ability to effectively prioritize work in a fast-paced environment with minimal supervision.
- Participate in departmental meetings, training sessions, and professional development opportunities as assigned.
- Ensure compliance with HIPAA requirements and company policies by maintaining the confidentiality and security of all patient and business information.
- Perform other duties and special projects as assigned.
Qualifications
- 1-year related experience
- Strong leadership and coaching skills
- Flexibility to manage multiple high priority tasks
- Supporting and developing projects that impact the department and the business
- Solid communication skills
- Proficiency with MS Office Products, advanced Excel knowledge required
- Analytical and results driven
- Medical billing experience preferred
- Understanding of HIPAA policies and procedures
Skills Required
- 1 year of related experience
- Strong leadership and coaching skills
- Ability to manage multiple high-priority tasks
- Experience supporting and developing projects impacting the department and business
- Solid communication skills
- Proficiency with Microsoft Office products
- Advanced Excel knowledge
- Analytical and results-driven approach
- Medical billing experience
- Understanding of HIPAA policies and procedures
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What We Do
Founded in 1994 and headquartered in Conshohocken, Pennsylvania, MedRisk was established with a mission to revolutionize physical rehabilitation for workers' compensation patients. Over the last 30 years, the company has evolved into a leading managed care organization dedicated to physical rehabilitation and medical bill review for the casualty claims industry.
