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.

 

Job Responsibility

Strategic Leadership & Vision:

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.

II. Operational Excellence & Performance Management: 

1. 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. 
2. Performance & Productivity Management: Establish, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs) to ensure department quality, financial targets, and productivity goals are consistently met or exceeded. This includes metrics such as Average Speed of Answer (ASA), Abandonment Rate, First Call Resolution (FCR), Average Handle Time (AHT), Quality Scores, Collection Rates, and Patient Satisfaction.
3. Data Analysis & Reporting: Conduct in-depth analysis of contact center metrics, reports, and dashboards to identify trends, anomalies, and areas for improvement. Leverage data to inform strategic decisions, optimize staffing, and enhance operational effectiveness. 
4. Workflow & Inventory Management: Ensure daily workflows are meticulously maintained to achieve optimal quality, quantity, and efficiency. Proactively monitor and manage self-pay inventory and patient accounts to ensure timely addressal, follow-up, and resolution, minimizing aged receivables. 
5. Workforce Management Partnership: Collaborate closely with the Workforce Management (WFM) team to accurately forecast call volumes, optimize scheduling, and ensure resources (staffing, technology) are appropriately allocated to meet daily and anticipated call demands and service level targets.
6. Quality Assurance & Compliance: Implement and oversee robust quality assurance programs for patient interactions. Ensure strict adherence