Director, Financial Services (Call Center)

Job Description

We are seeking a highly experienced and compassionate Director, Financial Services to lead and optimize our financial services call center operations. This pivotal role is responsible for overseeing a large team of managers, supervisors, and customer service agents who provide crucial support to patients navigating complex medical billing issues, insurance inquiries, and payment options.

The ideal candidate will be a strategic leader with a deep understanding of healthcare revenue cycle management, medical billing processes, and call center best practices. You will be instrumental in ensuring exceptional patient satisfaction, operational efficiency, regulatory compliance, and the financial health of the organization through effective patient financial communication and resolution.

Responsibilities

Strategic Leadership & Vision :

• Strategic Planning : Formulate and execute the annual contact center business plan, including the development of strategic initiatives and long-term goals for revenue optimization, patient engagement, and operational efficiency.
• Innovation & Technology Adoption : Champion and drive innovation, evaluating new technologies (e.g., AI, NLP, IVR, CRM systems) and process improvements to enhance service delivery, improve efficiency, drive collections and adapt to evolving patient expectations.
• Process Optimization & Redesign : Lead systematic and rational analysis to identify root causes of deficiencies within critical workflows, systems, and processes directly impacting the contact center's self-pay billing operations and the patient financial experience. This includes optimizing processes related to patient financial inquiry resolution, payment arrangement administration, financial counseling workflows, statement clarity, pre-service & estimate financial discussions, and self-service abilities. Develop, recommend, and implement comprehensive process improvements designed to streamline patient financial interactions, simplify operational execution for contact center agents, drive significant efficiencies, enhance overall patient financial understanding and satisfaction, and measurably improve self-pay collection rates all while ensuring strict adherence to federal and New York State regulations governing medical billing, collections, and patient financial transparency.
• Policy & Procedure Development : Ensure the continuous development, implementation, and evaluation of operating policies, procedures, and best practices that align with organizational objectives, regulatory requirements, and industry standards.
• Market & Industry Analysis : Monitor industry trends, regulatory changes (e.g., No Surprises Act, price transparency), and competitive landscapes to proactively adjust strategies and maintain leading-edge patient financial experience.

Operational Excellence & Performance Management :

Financial Stewardship & Revenue Optimization :

Team Leadership & Talent Development :

Collaboration & Stakeholder Engagement :

Qualifications

The salary range and / or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary and / or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).

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