At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.
With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.
At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.
**Travel to Office expectations**
For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.
For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.
Position Summary:
Reporting directly to the Senior Manager, the Team Lead, assumes full responsibility for the comprehensive management of large, complex accounts including accounts in the escalations phase, with a particular emphasis on business-to-business collections, account reconciliation, and collaborative engagement with both internal and external stakeholders. This individual will have exemplary verbal and written communication skills with the ability to engage and influence senior leaders.
The role of a Team Lead is pivotal in shaping both the strategic direction and operational effectiveness of the team. Beyond overseeing day-to-day collections on top key accounts and our escalations strategy, this position is responsible for driving initiatives that optimize cash flow, mitigate financial risk, and support organizational growth.
The ideal candidate will demonstrate meticulous attention to detail and sound judgment in navigating complex account scenarios, employing advanced negotiation and resolution strategies to secure payments while prioritizing customer retention and minimizing exposure to bad debt. The incumbent will be expected to prepare portfolio reports for management and actively participate in all escalation activities.
As a subject matter expert, the Team Lead will contribute to the development of standard operating procedures (SOPs) and participate in cross-functional departmental projects, including system migrations. The role also provides critical support to the Senior Manager, Accounts Receivable in the creation, documentation, and delivery of team-level training on new processes, systems, and policies.
Key Responsibilities:
Performance Management:
Demonstrate unwavering commitment to consistently achieving and exceeding monthly key performance indicators (KPIs) and cash collection targets, as established by the Senior Manager, Accounts Receivable. This includes the meticulous preparation, in-depth analysis, and timely submission of all required supporting reports, ensuring data integrity and actionable insights for leadership review.
Drive initiative-taking and innovative strategies for bad debt reduction by leveraging advanced data analytics for continuous process improvement. Actively monitor and address large at-risk accounts and ensure our escalation files are actioned in a timely manner. This also includes implementing targeted interventions to minimize financial exposure and optimize overall receivables performance. Maintain rigorous standards of accuracy, transparency, and accountability in all reporting and operational activities, ensuring full alignment with organizational objectives.
Cross-Functional Collaboration:
Drive efficient collaboration with internal partners to expedite the resolution of customer issues identified through direct engagement, fostering a culture of proactive problem-solving.
Process Improvement:
Design and implement innovative processes and solutions aimed at optimizing payment outcomes and reducing the organization’s exposure to bad debt. Develop and maintain comprehensive and technical knowledge of collection processes and systems and leverage it to create training resources, generate reports, identify issues, propose solutions and introduce process improvements.
Operational Efficiency:
Demonstrate a thorough and strategic understanding of both upstream and downstream business functions to proactively resolve cross-functional disputes and drive the creation of customer-focused solutions. Play a key role in the continuous improvement of collection processes, with a strong emphasis on reducing manual interventions and optimizing overall team productivity. Provide hands-on leadership and expertise during the implementation of new systems, ensuring seamless transitions and robust support for all stakeholders involved.
Foster a culture of operational excellence by promoting best practices, knowledge sharing, and ongoing professional development within the team.
People Leadership:
Provide effective management and mentorship to a team of Escalations Enablement Specialists, ensuring high standards of performance and professional development. Monitor Team performance through recurring 1:1 connects, scheduled meetings, performance evaluation, reporting metrics and provide support to promote work-life balance, healthy member engagement and achievement of AR goals.
Required Skills & Qualifications:
At least five years of experience in accounts receivable or a related field, with a proven track record in issue resolution and customer engagement.
Exceptional written and verbal communication skills, capable of engaging stakeholders across all organizational levels.
High degree of accuracy and attention to detail in data analysis and reporting.
Proven ability to work independently and prioritize multiple tasks in a challenging environment.
Experience negotiating payment plans using critical thinking and effective questioning techniques.
Proficiency in Microsoft Office Suite, especially Excel; familiarity with accounting software such as NetSuite, Billing Platform, and Salesforce is preferred
Strong analytical skills with the ability to identify patterns, trends, and root causes of accounts receivable challenges.
Preferred Experience:
Five plus years of AR and collection experience along with leading a Team of direct reports.
Bachelor's degree in accounting, Finance, or a related field, or equivalent practical experience.
Knowledge of healthcare billing and reimbursement processes is a plus.
Proven adaptability and enthusiasm for continuous learning, with a commitment to leveraging emerging AI-driven solutions to enhance team effectiveness.
Build cross-functional relationships and initiative to drive results.
