Director, Financial Services (Call Center)

Northwell Health-posted 2 months ago

Full-time • Senior

Melville, NY

Hospitals

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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.

Oversee the daily operations of a multi-tiered team (managers, supervisors, agents) responsible for inbound and outbound patient financial inquiries.
Design, implement, and continuously improve call center policies, procedures, and workflows related to medical billing, insurance verification, financial assistance, and payment processing.
Identify root causes of patient billing issues and implement systemic solutions to enhance clarity, accuracy, and efficiency.
Communicate with and develop staff members, building consensus for programs and goals that support financial services.
Develops and articulates a short-term strategic vision for areas of responsibility.
Participates in the development of strategic short and long-term plans, policies, procedures and standards to improve operational and financial operations; promotes quality and productivity improvement through development and implementation of improved procedures and processes; collaborates with leadership to identify best practices, deficiencies, and identify opportunities.
Monitors, researches, and keeps abreast of regulatory updates impacting operations; forecasts and plans for ongoing updates to operational policies and procedures.
Manages and ensures timely and accurate resolution of issues regarding outsourcing partners aligned to operations; directs the development and reporting of benchmarks and metrics related to operational efficiencies and turn-around-time.
Plans and monitors department budget; establishes and standardizes financial management system to support financial reporting requirements.
Directs the implementation of Human Resources plans to achieve strategic goals and objectives including organizational development, recruiting, compensation, training and development, employee engagement and relations; selects, develops, manages, and evaluates direct reports; oversees the selection, development, management and evaluation of indirect reports; ensures performance appraisals are completed in a timely manner; manages productivity, resolves issues and prepares analysis to monitor and ensure quality control and performance improvement.
Manages specific to Accounts Receivable operations: Accounts Receivable / escalation of system issues, Payer Compliance (Payer Underpayments), Managed Care Contracting participation Receivables outsourced partners; also manages specific to Cash Management and Enrollment operations: Cash Management / Payment posting, Customer Service, Provider Enrollment, Payment and Enrollment outsourced partners.
Collaborates with management and clinical personnel to ensure resolution of coding and billing issues; manages and ensures timely and accurate resolution of system edits impacting operations from interfaces; attends Chair Committee meetings and maintains open communications and good working relationships with all levels of management; encourages recommendations for improvement and changes from all areas to enhance current operations; develops and pre participates in the implementation of specific software system tools and system upgrades to support billing systems, i.e., payer compliance software, provider enrollment software; sends executive dashboards with explanations on monthly performance against established goals.
Promotes quality and productivity improvements through the development of improved procedures, process innovations and changes which support the strategic direction of the CBO.
Ensures compliance with federal, state, and local regulations and tax laws, and regulatory agency standards of compliance; maintains current knowledge of regulatory guidelines, billing processes, federal, state, and regulatory agency reimbursement changes.
Performs related duties as required.

Bachelor's Degree required, or equivalent combination of education and related experience.
8-12 years of relevant experience and 7+ years of leadership / management experience, required.
Minimum of 8 years of progressive leadership experience in a high-volume call center environment, with at least 7 years specifically managing teams (supervisors/managers) within a healthcare financial services or medical billing context.
Proven track record of managing large teams (e.g., 50+ FTEs) and achieving operational and patient satisfaction targets.
Extensive experience with healthcare revenue cycle management, medical billing processes, insurance verification, and patient collections.
Demonstrated experience in process improvement, workflow optimization, and leveraging call center technologies.

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