Director, Revenue Cycle Customer Service
About The Position
Inova Health is seeking an experienced and strategic Director of Revenue Cycle Customer Service to lead all post-service, patient-facing financial interactions across our health system. This leader will oversee a highly complex, high-volume customer service operation and play a critical role in shaping the patient financial experience while driving performance, collections, and service excellence. As a key member of the Revenue Cycle leadership team, this role partners across Patient Access, Billing, Coding, and Finance to ensure a seamless and patient-centered approach to financial communication in an increasingly complex healthcare environment.
Requirements
- Bachelor's degree or eight additional years of relevant experience
- Five years of progressive leadership in customer collections, call center or equivalent experience
- Five years of management experience
Nice To Haves
- Significant experience in Revenue Cycle within a hospital or health system environment
- Demonstrated success in transforming operations, improving KPIs, and leveraging technology to scale service delivery
- Hands-on experience with Epic (EMR), particularly patient financial engagement tools (e.g., MyChart)
Responsibilities
- Lead all customer service and self-pay collections including call center operations, patient billing inquiries, payment plans, financial assistance/charity, and bad debt collections
- Oversee a multi-channel patient communication strategy, including inbound/outbound calls, digital messaging (e.g., MyChart), texting, and statements
- Drive a consistent, high-quality patient experience, particularly in complex and escalated billing situations requiring detailed resolution and de-escalation
- Own and optimize key performance metrics including call response times, resolution rates, patient satisfaction, collections, and cost-to-collect
- Provide regular reporting and insights to senior leadership, identifying trends, risks, and opportunities for improvement
- Represent Revenue Cycle Customer Service in executive-level discussions and drive alignment with broader organizational priorities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
1-10 employees
