Role Description Reporting to the Hospital Collections Supervisor, the AR Team Lead supports the Accounts Receivable team by performing advanced insurance collections activities while providing peer-to-peer guidance and training to new hires. This role combines Level II and Level III AR responsibilities, including: - Resolution of complex and high-dollar claims - Contract review - Denial management - Escalation support The AR Team Lead serves as a subject matter resource for the team, assisting with onboarding, workflow prioritization, and best practices to ensure timely claim resolution and accurate reimbursement across all payer types. Qualifications - Experience in accounts receivable and insurance collections - Strong understanding of payer policies and AR workflows - Ability to mentor and train new hires - Excellent communication and problem-solving skills Requirements - Perform timely follow-up and resolution on outstanding A/R including unpaid, underpaid, or denied claims for all payer types including commercial, Medicare, Medicaid, and self-pay to maximize reimbursement. - Serve as a resource for functional training of new hires, offering ongoing guidance on daily responsibilities, workflow execution, and process clarification. - Partner with the Process Documentation Team to ensure documentation updates are approved and updated in a timely manner. - Partner with QA Team to ensure quality and productivity metrics are reported and consistently met. - Responsible for maintaining training materials and assisting with training content development based on QA results and team member education opportunities. - Manage and prioritize daily work queues with a focus on high-dollar and complex claim balances. - Investigate claim denials and underpayments, initiate appeals, and escalate issues when appropriate. - Review payer contracts, fee schedules, and explanation of benefits (EOBs) to ensure claims have been processed accurately. - Prepare and submit medical necessity appeals and supporting documentation when applicable. - Review medical records and clinical documentation to determine medical necessity and support appeal submissions. - Identify payer trends or reimbursement issues and communicate findings to leadership. - Facilitate communication with insurance carriers, patients, and internal departments including billing, coding, and payment posting to resolve outstanding balances. - Recommend account adjustments or refunds when overpayments or discrepancies are identified. - Provide peer-to-peer onboarding support and mentorship for new AR collectors. - Assist new hires in learning workflows, payer follow-up processes, and system navigation. - Share best practices for denial resolution, appeal preparation, and claim follow-up. - Serve as a subject matter resource for team members regarding payer policies, AR workflows, and claim resolution strategies. - Assist leadership in addressing complex claim issues and identifying workflow improvement opportunities. Company Description

• Manage the collections process for customer accounts, including proactive outreach on past-due balances and resolution of payment issues • Monitor aging reports and work to reduce outstanding accounts receivable through timely follow-up and account analysis • Utilize HighRadius and internal systems to manage collections activity, customer communications, payment tracking, disputes, and account reconciliations • Partner with Billing, Sales, Customer Success, and Finance teams to resolve customer concerns and billing discrepancies • Review and reconcile customer accounts, including unapplied payments, credits, disputes, and short payments • Support bad debt reduction efforts by identifying and escalating high-risk accounts appropriately • Maintain accurate documentation of customer interactions, payment commitments, and account status updates • Prepare and distribute aging analysis, collections reporting, bad debt summaries, and account status updates to leadership as needed • Assist with month-end activities and reporting related to collections and accounts receivable • Provide professional and customer-focused communication while driving timely payment resolution • Escalate priority accounts, bankruptcy risks, legal concerns, or collection challenges to leadership appropriately

• Service a portfolio of small and medium sized business (SMB) customer accounts using a variety of contact methods to collect include calling, text messages, and emails. • Negotiate with customers to establish payment plans that are sustainable and meet Forward business objectives. • Achieve monthly goals of recovered payments from customers, meeting or exceeding incentive compensation targets. • Professionally leverage and speak to legal collections processes to drive customer engagement and resolution. • Regularly document the status of account(s) and next steps in Salesforce CRM.

• Lead the design, deployment, optimization, and governance of predictive decisioning strategies supporting outbound collections operations • Develop, validate, deploy, and optimize predictive models supporting collections segmentation, prioritization, and treatment strategies • Operationalize machine learning and statistical models directly within collections and decisioning platforms • Monitor production model performance and recalibrate strategies based on drift, operational outcomes, regulatory changes, and portfolio behavior • Design and manage customer segmentation strategies aligned to delinquency stage, risk tiers, roll rates, payment behavior, and customer engagement patterns • Define and govern outbound contact policies, including channel prioritization, cadence strategies, suppression logic, quiet hours, and contact frequency limits • Lead A/B and multivariate testing initiatives across messaging, channel mix, pacing, cadence, and strategy execution • Develop and maintain executive-level reporting and dashboards measuring RPC, PTP, liquidation rates, cures, roll rates, recovery performance, and operational KPIs • Maintain model governance documentation, change management controls, validation standards, audit readiness, and regulatory compliance support • Collaborate cross-functionally with Compliance, Legal, Technology, Data Engineering, and Operations teams to ensure decision strategies remain compliant, scalable, and operationally effective