About this role
- Indiana University Health has nearly 40,000 team members, including more than 3,600 physicians and 1,200 advanced practice providers, and we’re home to the largest nursing network in Indiana with more than 9,000 nursing team members at over 800 sites of care.
- IU Health is ranked No. 1 in Indiana by U.S. News & World Report, Riley Children's Health is ranked among the top children's hospitals in the country by U.S. News & World Report.
- A unique partnership with the Indiana University School of Medicine – one of the nation’s largest medical schools – gives patients access to groundbreaking research and innovative treatments, and it offers team members access to the latest science and the very best training – advancing healthcare for all.
- With 15 hospitals, including seven with Magnet designation and eight with Pathways to Excellence designation, our team members are leading the way through excellence.
- At Indiana University Health, your personal and professional growth is a top priority. You will have access to many diverse opportunities to learn and develop in meaningful ways that matter most to you, such as advanced clinical training, leadership development, promotion opportunities and cross training development.
- Indiana University Health is invested in the lives of Hoosiers, leading the transformation of healthcare to make Indiana one of the nation’s healthiest states.
Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our team in the role of RCS Team Lead.
Role Responsibilities
RCS Team Lead supports the day-to-day operations of centralized specialty scheduling and referral management teams.
- Serves as a frontline leader ensuring adherence to workflows and delivering a consistent patient experience.
- Acts as a subject matter expert providing real-time coaching and operational support.
- Provide real-time support to scheduling staff for call handling and workflows.
- Monitor call volume, work queues, and referral activity.
- Assist with staffing adjustments and adherence monitoring.
- Serve as an escalation point for scheduling issues and patient concerns.
- Track team and individual performance metrics.
- Provide coaching and feedback to improve outcomes.
- Reinforce adherence to workflows and expectations.
- Support leadership with attendance and performance concerns.
- Coach team members to improve performance and skills.
- Support onboarding and training of new hires.
- Serve as subject matter expert for workflows and systems.
- Facilitate team huddles and share updates.
- Identify and escalate workflow issues or inefficiencies.
- Reinforce accurate documentation and compliance.
- Support process improvement initiatives.
Candidate Qualifications
Candidates for the position will be evaluated according to the following criteria and competencies.
Preferred
- High school diploma required; bachelor’s degree preferred.
- 2–3+ years' of experience in healthcare, patient access, or call center operations.
- Strong communication and problem-solving skills.
- Ability to work in fast-paced, high-volume environment.
Required
- 2 years of experience with Indiana University Health Revenue Cycle Services strongly preferred.
- Requires expert knowledge of revenue cycle requirements and regulations.
- Requires a high level of interpersonal, problem solving, and analytic skills.
- Requires effective written and verbal communication skills in both individual and group settings.
- Requires the ability to promote teamwork and develop team members.
- Requires the ability to take initiative and meet objectives.
Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states.
IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals, and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana.
Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.