Revenue Operations Lead

Position Summary:
The Revenue Operations Lead supervises a team of Revenue Operations Specialists while maintaining direct responsibility for billing, collections, payment processing, and accounts receivable for an assigned portfolio of senior living communities. This hands-on leadership role ensures accurate and timely resident billing, supports team performance, resolves escalated account issues, and develops consistent policies and procedures across communities. The Lead partners with accounting and community leadership to improve collections, strengthen internal controls, and provide responsive service to residents and responsible parties.

Key Responsibilities

Team Supervision and Development

• Supervise the daily work of three Revenue Operations Specialists; assign priorities, balance property workloads, and coordinate coverage to meet billing and collection deadlines.
• Train and coach team members, review work for accuracy and completeness, provide ongoing feedback, and support performance evaluations and accountability in partnership with management.
• Lead regular team check-ins, monitor open issues, and serve as the first point of escalation for complex billing, collection, and payment concerns.
• Maintain responsibility for an assigned property portfolio while ensuring adequate time and coverage for team supervision and process development.

Assigned Property Billing and Collections

• Prepare and issue accurate monthly resident statements; verify rates, service charges, occupancy changes, move-ins, move-outs, and adjustments with community teams.
• Maintain billing schedules and account records for private pay and applicable third-party payors; investigate discrepancies and coordinate timely corrections.
• Process and accurately apply checks, ACH, credit card payments, and other receipts; maintain required payment authorizations and promote ACH enrollment in accordance with company policy.
• Review accounts receivable aging, follow up on past-due balances, document collection activity, and escalate unresolved balances, disputes, credits, and refund requests for appropriate approval.
• Communicate professionally and compassionately with residents, families, and responsible parties; introduce billing support to new move-ins and respond to inquiries within established service standards.
• Coordinate applicable long-term care insurance claim documentation and Medicaid billing follow-up with designated staff and payors; track submissions, reimbursements, and unresolved discrepancies.

Policies Procedures and Quality Control

• Develop, document, and maintain policies and step-by-step procedures for resident billing, collections, payment processing, account adjustments, refunds, and third-party billing coordination.
• Partner with management to obtain approval for new or revised procedures, communicate changes, train team members and community staff, and monitor consistent implementation.
• Establish billing calendars, review checklists, documentation standards, and escalation guidelines; maintain current training materials and support cross-training.
• Review billing and collection activity to identify recurring errors, workflow gaps, and opportunities to improve accuracy and efficiency; implement approved corrective actions.
• Maintain appropriate approval controls and supporting documentation for adjustments, credits, refunds, and write-off recommendations.

Reporting and Community Partnership

• Monitor team and property results, including billing timeliness, past-due balances, collection follow-up, unapplied payments, and unresolved account issues; communicate trends and action plans to management.
• Support month-end close, accounts receivable reconciliations, revenue reporting, and audit requests with complete and accurate documentation.
• Partner with Executive Directors, Lead Concierges, and Accounting to resolve account issues and train community staff on billing processes and required documentation.
• Oversee applicable renter’s insurance tracking and communicate compliance gaps to community leadership.
• Protect confidential resident and financial information and follow applicable privacy requirements and company policies.
• Perform other related duties as assigned.

Skills, Knowledge, and Expertise

• High school diploma required; business coursework preferred.
• 3+ years of accounts receivable experience.
• Senior living or multifamily housing experience preferred.
• Yardi software experience strongly preferred.
• Prior direct supervisory experience.
• Basic knowledge of long-term care and Medicaid billing is strongly preferred.
• Strong attention to detail and organizational skills.
• Excellent communication and customer service skills.
• Intermediate Excel and Microsoft Office skills.

Benefits

• Compensation: $90,000 - $100,000 / year
• Eligible for discretionary benefits: performance bonus
• Eligible for standard employee benefit elections: Medical, Dental, Vision, 401K, FSA, HSA, Commuter Benefits, Employee Assistance Program, Life Insurance (employee and dependents), Short-term disability (STD), Long-term disability (LTD), Accidental death & dismemberment (AD&D), vacation days, sick days, and other benefits

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