The Billing Operation Team Lead (VMS) works with the Billing Operation Specialist (VMS) team to manage final invoice review and reconciliation, dispute resolution, aged receivables, and collection activities. The role provides subject matter expertise, portfolio coverage, coaching, quality assurance, and ongoing support to build skill, consistency, and confidence across the Billing Operation Specialist (VMS) team.

The Billing Operation Team Lead (VMS) also manages a full or partial VMS portfolio as needed, supports resolution of complex collection matters, and ensures the team maintains performance aligned with department DSO and Collection Effectiveness goals. The role assists in training and mentoring new employees and maintains accurate documentation of Billing Operation Specialist (VMS) processes.

Key Responsibilities:

Initial Training

Identify, document, and implement training programs for Billing Operation Specialists (VMS).
Create training schedules and coordinate with the Collection Supervisor to ensure appropriate training coverage.
Schedule and facilitate training events as needed.
Maintain and update Billing Operation Specialist (VMS) process documentation to support consistent execution and knowledge transfer.

Ongoing Coaching and Quality Assurance

Provide ongoing coaching and support to Billing Operation Specialists (VMS) as they progress from new hire to experienced team member.
Implement training, processes, and consistent expectations that support department DSO and Collection Effectiveness goals.
Perform audits and provide meaningful, supportive feedback and coaching based on identified quality, process, and performance gaps.
Identify trends, recurring issues, and opportunities and provide actionable feedback to VMS Billing Team Leads and relevant stakeholders.
Support a positive work environment that promotes teamwork, performance, accountability, and trust.
Serve as a subject matter expert (SME) for Billing Operation Specialist (VMS) responsibilities and provide guidance on complex portfolio and collection matters.

VMS Collections and Portfolio Management

Make regular contact with VMS partners regarding past-due accounts and follow up on outstanding balances to support timely collection.
Monitor aged unapplied payments and provide instructions to Cash Applications to facilitate resolution.
Partner with the Billing Team to investigate and resolve invoice disputes, including coordinating invoice revisions when required.
Refer potential credit concerns to the Credit Team for review, collaboration, and appropriate action.
Identify and coordinate actions required to resolve outstanding issues, prevent recurrence, address discrepancies promptly, and complete account clean-up in support of DSO and Collection Effectiveness goals.
Work assigned past-due portfolios from front to back at least every 7 business days, with more frequent follow-up where account conditions require.
Prioritize past-due accounts aged over 60 days, with particular emphasis on balances aged over 90 days before returning to less-aged accounts.
Manage a full or partial VMS portfolio as needed and provide coverage for Billing Operation Specialists (VMS) during PTO, leave, or other periods of absence.
Perform Billing Operation Specialist (VMS) responsibilities at an SME level when providing portfolio coverage or operational support.
Escalate complex or unresolved collection matters to the appropriate internal team while maintaining timely ownership and follow-through.
Take actions and communicate in a manner that upholds the company and department as a partner of choice across VMS vendors and internal alliances.

Communications and Documentation

Document affiliate, vendor, and facility correspondence accurately and timely within the appropriate system as a historical record.
Communicate promptly, professionally, and respectfully with internal and external customers, VMS vendors, and business partners.
Manage emails and work queues efficiently, treating the inbox as a task list and ensuring responses and required actions are completed within the 24-hour SLA.
Provide prompt, quality service to internal and external customers through clear and professional verbal and written communication.

Behavioral Competencies

Attitude & Effort: Demonstrate openness to coaching and feedback, accountability, and commitment to continuous learning.
Customer Satisfaction: Provide prompt, accurate, and quality service to internal and external customers.
Teamwork: Promote collaboration, assume positive intent, and contribute to a respectful and supportive team environment.
Time Management: Prioritize tasks effectively, maintain attention to detail, and manage multiple responsibilities with urgency and efficiency.
Critical Thinking: Evaluate collection and portfolio issues, identify appropriate actions, and communicate recommendations in a concise, factual manner.

Systems & Tools

Utilize platforms and tools effectively and efficiently, including documenting activities and information in the appropriate systems as required.
Demonstrate proficiency in computer systems and applications, including MS Office, Remi, F&O, VMS Portals, Notes, Internet, and Excel, to satisfactorily perform the functions and duties associated with the position.
Perform business math functions involving percentages, interest, fees, and Excel spreadsheet calculations.
Perform other duties as assigned by the management team.

Billing Operations Team Lead (VMS)