Director-Executive Patient Financial Experience

Northeast Georgia Health System

12d•Onsite

About The Position

The Executive Director of Patient Financial Experience provides strategic leadership for the Revenue Cycle’s Patient Access Service Center (PASC) and Patient Receivables departments. By improving overall operational effectiveness and service to NGHS customers in planning, operations, and the execution of best‑in‑class initiatives, this leader elevates the overall level of Revenue Cycle service delivered to patients. This role focuses on removing barriers for patients through technology‑enabled solutions, operational redesign, and the standardization necessary to create a seamless, patient‑centered financial experience across centralized scheduling and patient financial functions. This leader will ensure that patients receive a seamless experience in accessing compassionate, high‑quality care while promoting price transparency, and improving billing clarity and responsiveness. The Executive Director sets the expectation for a service environment where patients consistently experience exceptional support and a level of engagement that positions NGHS as a leader in patient‑centered care. Through system‑wide performance integration, data‑driven decision‑making, and collaborative executive leadership, the incumbent serves as the leader of Patient Financial Experience for NGHS to internal and external organizations and customers including providers and patients.

Requirements

Bachelor's degree in Business, Healthcare Administration, Finance or related field
Minimum of 10 years of progressive leadership experience within hospital Revenue Cycle operations.
Demonstrated operational leadership in managing high‑volume call centers, pre-service patient collections, pre-certification and scheduling functions, customer service, and financial clearance.
Proven experience serving as a leader or key contributor in a revenue cycle transformation initiatives, with responsibility for evaluating and implementing standardization and centralization of core functions.
Revenue Cycle leadership experience within a multi‑hospital system and employed physician enterprise with more than $2 billion in net revenue.
Extensive knowledge of hospital revenue cycle spanning including central scheduling, financial clearance/precertification, patient billing and post-service support—grounded in measurable improvement to patient experience, cash acceleration, and denial prevention in a progressive healthcare environment.
Demonstrated experience using and/or implementing Epic systems
Lead and advance digital access strategies to enhance scheduling, registration, cost estimates, payment options, and patient communications.
Confident public speaker with experience presenting to large internal and external audiences.
Proven ability to lead, engage, and motivate large teams and individual contributors.
Strong decision‑making capabilities, balancing independent judgment with effective collaboration among senior leaders.
Advanced analytical and problem‑solving skills with a focus on practical, data‑driven solutions.
Ability to perform effectively in fast‑paced environments with tight deadlines, high volumes, and frequent interruptions.
Demonstrated leadership in managing projects and teams, building trust, and influencing stakeholders.
Proven success managing complex strategies, resolving challenges, and partnering collaboratively with internal and external stakeholders.

Nice To Haves

Master's Degree in Business, Healthcare Administration, Finance or related discipline
Experience leading large, high‑volume teams (200+ employees) in complex healthcare environments

Responsibilities

Define and communicate the roadmap for Patient Financial Experience—establishing system-wide service standards, policies and procedures.
Drive initiatives that improve speed‑to‑appointment, reduce scheduling complexity, and ensure accurate, complete, and compliant patient preauthorization to support optimal reimbursement and minimize downstream denials.
Improve billing accuracy, timeliness, and clarity to reduce avoidable rework and enhance patient confidence in financial statements and payment options, contributing to stronger patient receivable performance.
Oversee all centralized Patient Financial Experience functions including physician and hospital post discharge customer service, patient liabilities, and financial assistance programs.
Implement strategies that increase pre‑service collections while maintaining a compassionate and patient‑first approach, improving net revenue recovery for all elective hospital‑based procedure along with self-pay patient receivables.
Drive strategic oversight of patient billing operations, improving efficiency, process consistency, and the overall patient financial experience.
Provide strategic leadership for two Revenue Cycle call centers, optimizing performance and delivering best‑in‑class customer service to patients.
Lead the development, implementation, and monthly review of KPIs for all Patient Financial Experience functions across hospital‑based and centralized operations.
Oversee performance measurement and reporting, and ensure timely action plans are executed when targets are not met.
Standardize operating models across by designing standard work, training curricula, and performance matrices that reduce variation, improve quality, and strengthen frontline execution.
Leads overall vendor strategy for respective areas of responsibility.
Oversees relationships with external vendors supporting collections, self‑pay, and other financial experience services, ensuring partners contribute to improved patient receivable recovery and reduced bad debt.
Coordinate with peers across the revenue cycle organization on the management of third-party denials by working with other portions of the revenue cycle to identify trends and implementing denials prevention and/or recovery programs.
Serve as a key partner to executive leadership, clinical teams, IT, and finance on system‑wide initiatives impacting patient financial experience, access strategy, reimbursement, and revenue cycle performance.
Function as NGHS’s strategic expert for Patient Financial Experience, maintaining deep awareness of industry innovations, industry leading practices, identifying trends while recommending potential solutions to enhance performance.
Manage vendor relationships and strategy to ensure partnerships deliver strong performance, operational alignment, and measurable value.
Implement process improvements to reduce eligibility and authorization denials.
Work with peers across the Revenue Cycle to identify denial trends and implement denials prevention and/or recovery programs.
Cultivate strong partnerships and drive effective collaboration across key revenue cycle stakeholders, including peer leaders and essential support departments (e.g. finance and human resources).
Create a work environment for employees through team building, coaching, constructive feedback, work delegation, personal example and goal setting that encourages creativity, open dialogue on work issues, professional growth, and a consistent, high level of performance.
Encourage and supports employee decision-making within their scope of responsibilities.
Participate in and, where appropriate, leads cross functional revenue cycle projects.
Complete any duties and special assignments as requested.