Job Description

Job Summary The Director of Patient Financial Experience is a senior leadership role responsible for managing all aspects of the patient financial journey including outbound and inbound patient billing interactions (via phone, chat, email, EMR), patient collections and medical records processing. This role ensures exceptional service in successfully anticipating and addressing our patient financial needs in a manner that promotes an optimal experience. Essential Duties Lead exceptional service delivery through comprehensive virtual services management, with consistent focus on maintaining service levels efficiently within prescribed standards for all channels. Directly manage and develop contact center leaders and front-line staff, through both regular check-ins and ad hoc meetings. Hire, train, coach, and evaluate performance of both direct reports and front-line staff. Determine and evolve staffing model and coordinate team scheduling, ensuring adequate coverage to manage call volume effectively. Monitor all queues to ensure optimal service coverage and schedule adherence of team members. Create, implement, review, and enforce contact center policies and procedures, to include written Standard Operating Procedures Develop tools, templates, and FAQs to empower team members with accurate information for efficient handling. Develop strong working relationships with fellow leaders to facilitate effective solutions for cross-functional issues. Regularly reviews patient feedback for opportunities for improvement and ensures timely contact with patients who need follow-up. Proactively monitor contact center performance and staffing, making hiring and/or organizational recommendations to executive leadership to ensure performance standards are maintained. Write and conduct annual performance reviews and quarterly and weekly feedback sessions, along with compensation reviews. Proactively communicate team key objectives and deliverables, scheduling, tracking, and reporting. Proactively monitor team performance, identify training opportunities, and provide coaching to improve performance, including taking disciplinary action as needed. Provide professional and articulate written and verbal feedback to team members, peers, and executives. Assign, delegate, coordinate, and monitor the work of team members assigned to projects. Develop and motivate team members to achieve individual, department, and company goals. Service Excellence Maintain a professional, pleasant, patient, and friendly attitude during all internal and external interactions. Serve as topmost point of contact for escalated patient concerns, as facilitated by gaining a rapid understanding of service offerings to accurately respond to issues and assist team. Resolve formal complaints by working across multiple teams to devise solutions and provide appropriate and timely responses to patients, partners, and external agencies. Handle complex inquiries and escalations and ensure they are seen through to resolution. Engage and inspire the team to deliver exceptional member service and drive results. Be a servant leader, willing to dive "into the trenches" with the team to handle or monitor calls and interactions or other items as needed. Analytical/ Technical Capabilities Use data and metrics to continuously evaluate and identify opportunities to drive process improvements that positively impact the organization. Prepare contact center performance reports, both periodic and ad hoc, by collecting, analyzing, and summarizing data and trends. Primary point of contact to the contact center software vendors to quickly manage any service issues or outages. In partnership with IT department, serve as primary contact to phone system vendor, proactively and rapidly engaging them to resolve any connectivity or service problems while keeping leadership informed, as well as virtual service vendors for other channels (secure messages, etc.). In partnership with IT department, evaluate call center capabilities and make recommendations for improved or additional features. Develop, evolve, and evaluate phone system menu, hold messages, and chat bot/AI FAQ to optimize member experience and improve efficiency. Leadership & Strategy Provide strategic direction to ensure team growth and development. Liaise between leadership and other functional areas to ensure effective communication flow and information sharing. Share knowledge of processes, procedures, and pain points to provide and/or solicit recommendations for continuous improvement. Using organizational discretion, apply critical thinking and problem-solving skills to member related issues. Analyze broad organizational aspects and effectively communicate to influence decisions across departments for services, processes, and strategic decisions. Accomplish organizational goals by accepting ownership and embracing new and different requests, to include leadership of cross-functional improvement initiatives spanning teams and processes outside the contact center. Manage a team of billing professionals, providing guidance, mentorship, and support. Set performance expectations, conduct regular performance reviews, and promote a collaborative and results-oriented team environment. Work closely with finance, operations, legal, and other departments to ensure alignment on pricing, contract terms, and billing practices. Continuously assess and improve billing processes to minimize errors, reduce manual intervention, and streamline operations. Systems and Technology Evaluate, implement, and maintain billing systems and technologies to optimize processes and maintain data integrity. Work closely with IT teams to integrate billing systems with other relevant platforms (CRM, etc.). Compliance and Regulations Stay current with patient industry regulations and compliance requirements related to billing. Ensure billing practices adhere to legal and ethical standards. Key Performance Indicators (KPI's) All KPI's are recorded and evaluated monthly, quarterly, and annually. KPI's may change at any time per management's discretion and include Abandonment Rate, Patient Collections, Medical Records Processing Turn-Around-Times, First Call Resolution, Surveys Requirements BBA required, MBA is preferred, healthcare concentration preferred 5+ years of experience in revenue cycle management 5+ years of experience in managing a team 3+ years managing contact center teams Strong understanding of accounting principles, revenue recognition, and financial processes. Collaborate EMR and billing software programs. Advanced proficiency in Microsoft Office. Strong understanding of healthcare billing, coding, reimbursement principles, and industry regulations. Excellent managerial and financial skills High degree of organization with strict adherence to deadlines and a sense of urgency. Ability to manage high-stress situations and ensure healthy relationships with clients. Capability to comfortably handle issues and problem accounts. Education Requirements Bachelor's degree in Healthcare Administration, Finance, Business, or related field; Master's degree preferred. Experience with EPIC preferred. Required Skills Knowledge of insurance payers, employer services, insurance verification, the AR/revenue billing lifecycle, workers compensation billing, and appealing denied claims Excellent Computer skills - expertise in MS word suite including Word, Excel, and PowerPoint and BI platforms. Experience in using one or more Practice Management Systems/Billing Software Energy, enthusiasm, and the ability to work under pressure in a high volume, fast paced, unstructured start-up environment Ability to work within a team environment and maintain a positive attitude Excellent documentation, verbal, and written communication skills Extremely organized with a strong attention to detail Motivated, dependable, and flexible with the ability to handle periods of stress and pressure

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