Director, Financial Services; Call Center

Director, Financial Services (Call Center)

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This range is provided by Northwell Health. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base Pay Range

$/yr - $/yr

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.

Job Responsibilities

Strategic Leadership & Vision

• Strategic Planning:
Formulate and execute the annual contact center business plan, including 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. Optimize processes related to patient financial inquiry resolution, payment arrangement administration, financial counseling workflows, statement clarity, pre-service & estimate discussions, and self-service. Implement comprehensive improvements to streamline patient financial interactions, simplify agent execution, drive efficiencies, enhance satisfaction, and measurably improve self-pay collection rates while ensuring adherence to federal and NY regulations.

• Policy & Procedure Development:
Ensure continuous development, implementation, and evaluation of operating policies, procedures, and best practices aligning 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 landscape to proactively adjust strategies and maintain leading-edge patient financial experience.

Operational Excellence & Performance Management

• Contact Center Oversight:
Provide comprehensive oversight and management for all functions within the Revenue Cycle Contact Center, including inbound/outbound call management, payment processing, and patient billing inquiries.

• Performance & Productivity Management:
Establish, monitor, and report on KPIs and SLAs to ensure quality, financial targets, and productivity goals are met or exceeded. Includes metrics such as ASA, Abandonment Rate, FCR, AHT, Quality Scores, Collection Rates, and Patient Satisfaction.

• Data Analysis & Reporting:
Conduct in-depth analysis of metrics, reports, and dashboards to identify trends, anomalies, and improvement opportunities. Leverage data to inform strategic decisions, optimize staffing, and enhance operational effectiveness.

• Workflow & Inventory Management:
Ensure daily workflows are meticulously maintained and self-pay inventory and patient accounts are addressed to minimize aged receivables.

• Workforce Management Partnership:
Collaborate closely with WFM to forecast call volumes, optimize scheduling, and allocate resources to meet service level targets.

• Quality Assurance & Compliance:
Implement and oversee robust QA programs for patient interactions. Ensure HIPAA, PCI, and organizational policies for data privacy and financial transactions are adhered to.

Financial Stewardship & Revenue Optimization

• Collections &…