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Lead Resolution Specialist - iLife

Job Details

Job Location

iLIFE Main - Milwaukee, WI

Remote Type

Hybrid

Position Type

Full Time

Education Level

2 Year Degree or Equivalent Experience

Travel Percentage

Minimal; Less than 10%

Job Category

Nonprofit - Social Services

Description

**Job Purpose:** The Lead Payment Resolution Payment Specialist is responsible for overseeing the resolution of payment-related issues, including timesheets, mileage logs, and expense reports, while supporting and guiding a team of specialists. This position ensures timely and accurate claim processing, assists in resolving complex issues, leads training and quality assurance initiatives, and collaborates across departments to maintain compliance with program requirements. The role combines leadership, technical expertise, and process improvement to ensure service excellence and operational efficiency.

Essential Job Functions:

_(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.)_

• Ensures all payment processing complies with regulatory and contract guidelines, and reviews outgoing correspondence for accuracy and adherence to program standards.

• Serves as the primary point of contact for complex claim or timesheet issues, providing support and mentorship to Payment Resolution Specialists, while ensuring adherence to production standards and performance expectations. Additionally, assists management with implementing and maintaining workflow improvements for more efficient claims resolution and data entry processes.

• Investigates and resolves payment escalated issues, including budget or authorization discrepancies, in partnership with other agencies or departments.

• Oversees and manages the timesheet resolution process, review, and resolution of timesheets, mileage logs, and unresolved reports by team members.

• Analyzes payment-related data and reports to identify trends, issues, or areas for process improvement.

• Leads training sessions and provides ongoing support for staff on procedures, updates, and system changes.

• Provides courteous and professional customer service to participants, caregivers, and partner agencies.

• Other duties as assigned.

Qualifications

**Required Education, Experience, Certifications, Licensure and Credentials:** (Where appropriate, education and/or experience may be substituted)

**Minimum Required Education:** Associate degree OR equivalent work experience in a related field.

**Minimum Required Experience:** Minimum of 2 years of related data entry experience. Experience working with culturally diverse populations.

**Travel Type:** Less than 10%

Knowledge, Skills, & Abilities:

• Strong working knowledge of payment resolution processes, timesheet/mileage processing, and claim troubleshooting.

• High-level data entry accuracy and attention to detail.

• Ability to do highly repetitive tasks while maintaining accuracy and focus.

• Proficiency in Microsoft Office Suite (especially Excel, Word, and Outlook).

• Excellent organizational and time management skills.

• Strong analytical thinking and problem-solving skills.

• Ability to act as a technical resource and mentor to team members.

• Excellent verbal and written communication skills tailored to diverse audiences.

• Ability to establish and maintain effective working relationships with coworkers and partner agencies.

• Demonstrated initiative, ownership of work outcomes, and the ability to meet deadlines consistently.

• Ability to maintain confidentiality and adhere to HIPAA compliance requirements.

Physical Requirements, Visual Acuity, and Work Conditions:

Physical Requirements: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

**Visual Acuity:** The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal.

**Working Conditions** : Work conditions may be stressful at times. Most of the work will be performed in an office environment. Additional time and effort beyond a normal workweek may be required to accomplish company and individual objectives and to provide a high level of service to our members.

_This is a general outline of the essential functions of this position and shall not be construed as an all-inclusive description of all work requirements and responsibilities that may be inherent in this position. The employee may be required to perform other job-related duties as requested by the designated work leader(s). All requirements are subject to change over time._