Director Patient Financial Services - Support Services

Children's Hospital of Philadelphia • Philadelphia, PA

3d • $100,000 - $375,000 • Hybrid

About The Position

The Director of Support Services within Patient Financial Services (PFS) is a strategic, people-centered leader responsible for guiding core revenue cycle functions—including payment posting, credit resolution, self-pay management, and vendor partnerships. This hybrid, Monday–Friday role offers the opportunity to lead high-impact work that directly supports accurate financial operations and an exceptional patient experience. This leader will oversee three direct reports and a team of approximately 200 staff , including permanent employees, contingent workers, and vendor partners. The director sets a strong people-leadership tone by developing leaders, fostering engagement, and building high-performing teams. They ensure timely, accurate payment posting; effective credit resolution; robust financial controls; and continuous process improvements that enhance efficiency and compliance. In self-pay management, the director champions compassionate, patient-focused approaches that balance organizational goals with meaningful support for patients and families. The role also manages critical vendor relationships to ensure high-quality performance and alignment with CHOP’s standards. This position is ideal for a collaborative, mission-driven people leader who excels at developing talent, optimizing processes, and elevating the financial experience for patients and families. The Director of Support Services will work a hybrid schedule, reporting onsite one day per week, as well as for quarterly, leadership, and ad-hoc meetings. Standard hours are Monday–Friday, 8:00 AM–5:00 PM.

Requirements

• Bachelor's Degree Required
• At least five (5) years leadership experience in Patient Financial Services
• Superb leadership qualities; a consensus builder able to work both independently and collaboratively.
• Action oriented; proven track record of achieving agreed-upon goals.
• Facilitator with excellent presentation skills.
• Highly energetic with a collaborative style.
• Extremely skilled communicator with a style that engenders trust and accountability with those with whom he/she works.
• Thinks proactively and strategically with sound business and strategic planning skills.
• Ability to maneuver through complex political situations effectively and quietly; informal influence skills.
• Emphasizes team goals with a common purpose and seeks win-win solutions.
• Takes ownership for projects, programs and services, and accepts accountability for results.
• Strong sense of ethics consistent with those of The Children's Hospital of Philadelphia.
• Project management skills.
• Solid working knowledge of process innovation methodology.

Nice To Haves

• Master's Degree Preferred
• At least seven (7) years leadership experience in Patient Financial Services
• Certified Revenue Cycle Representative (CRCR) - Healthcare Financial Management Association (HFMA) - - Preferred
• Hospital Business Institute (HBI) Certification - Hospital Business Institute - - Preferred

Responsibilities

• Provide leadership and strategic direction for patient financial experience initiative at CHOP, including cost estimation and customer service functions.
• Provides leadership for the Patient Financial Experience, which ensures families receive timely and consistent communication related to their financial obligations, benefits, and cost share within all touch points across CHOP
• Provide leadership for payment processing, credit balance resolution, and training functions
• Monitors and assures attainment of financial goals and makes recommendations for performance improvement strategies when targets are not met.
• Development of dashboards, analytics and technology improvements to ensure streamlined processes

Benefits

• This job is eligible for an incentive program.
• At CHOP, we are committed to fair and transparent pay practices.
• Factors such as skills and experience could result in an offer above the salary range noted in this job posting.
• Click here for more information regarding CHOP's Compensation and Benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees