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The Director of Customer Service leads the healthcare system centralized patient financial engagement and self-pay recovery operations, to include customer service, billing communications, payment solutions, account resolution, digital self-service, and outsourced collections. This role ensures a consistent, high-quality patient financial experience while improving issue resolution, reducing repeat contacts, and minimizing bad debt.This leader drives operational excellence through staff development, performance management, technology optimization, process improvement, and data-driven decision-making.This leader partners closely with Patient Access, Billing, Follow-up/Denials, Compliance, Legal, IT, and clinical leaders to resolve complex account issues, improve workflows, and maintain regulatory compliance.
Qualifications
• Education: Bachelor's degree in Healthcare Administration, Business Administration, Finance, Management, or a related field required. A formal degree may be substituted with 10+ years of direct, hands-on patient financial services or customer service operations and supervisory experience.
• Experience: Minimum of 5 years of progressive healthcare revenue cycle experience with a four-year degree.
• Minimum of 4 years of leadership experience managing large-scale patient financial services or customer service operations with a four-year degree.
• Demonstrated experience with Epic, revenue cycle technologies, and patient engagement platforms.
• Proven success leading large teams through organizational change and process improvement initiatives.
• Epic Revenue Cycle Certification preferred.
• Deep understanding of healthcare revenue cycle operations, with a strong emphasis on:
- Self-pay recovery
- Patient financial engagement
- Revenue cycle optimization
• Strong leadership skills with the ability to manage, develop, and motivate teams.
• Demonstrated performance management discipline, including:
- Key Performance Indicators (KPIs)
- Operational cadence
- Accountability measures
• Proven change leadership capabilities with a continuous improvement mindset.
• Excellent communication and interpersonal skills.
• Working knowledge of:
- Financial assistance and charity care programs
- Patient payment plan workflows
- Relevant policies and documentation requirements governing patient financial services.
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