The Director of Patient Financial Services provides operational leadership for key revenue cycle functions, including billing, claims processing, payer follow-up, accounts receivable (AR), payment posting, self-pay management, and collections strategy, as well as patient financial services.
This role ensures that services are converted into accurate, timely reimbursement while maintaining compliance with payer and regulatory requirements and delivering a clear, compassionate financial experience for patients.
Key Responsibilities- Provide leadership and oversight for billing, claims follow-up, AR management, payment posting, patient accounts, and financial counseling teams
- Monitor and improve key performance indicators, including AR days, denial rates, clean claim rates, cash collections, and self-pay collection performance
- Ensure timely, accurate claim submission and efficient resolution of edits, rejections, and denials
- Oversee payer follow-up activities and escalate systemic reimbursement issues
- Partner with Revenue Integrity to reduce denials and improve first-pass yield
- Ensure accurate payment posting, contractual adjustments, and reconciliation processes
- Collaborate with Finance and Accounting on cash reconciliation, month-end close, and audit readiness
- Oversee patient balances, including statements, payment plans, financial assistance, refunds, and in-house early-out and bad debt collection processes
- Lead and optimize self-pay AR and collections performance, including patient responsibility workflows, payment strategies, and staff performance
- Establish and monitor performance metrics related to self-pay collections, aging, and recovery rates, identifying opportunities for improvement
- Ensure a balanced approach to collections that supports both financial stewardship and a positive patient financial experience
- Develop and optimize strategies for self-pay AR, patient responsibility, and collection agency/vendor performance
- Ensure compliance with regulatory requirements, including financial assistance policies and the No Surprises Act
- Support a patient-centered financial experience through clear communication and compassionate service
- Partner with Patient Access and Revenue Integrity to reduce front-end and mid-cycle errors impacting reimbursement
- Utilize data and reporting to identify trends, improve workflows, and drive operational performance
Qualifications- Bachelor's degree in Healthcare Administration, Business, Finance, or related field required; relevant experience may be considered in lieu of formal education
- Demonstrated leadership experience, with the ability to manage teams, oversee complex workflows, and drive measurable performance improvement
- Experience in healthcare revenue cycle operations (billing, claims management, accounts receivable, or related functions) preferred; candidates with strong leadership and operational experience in other industries will also be considered
- Experience in a Critical Access Hospital (CAH) and/or Rural Health Clinic (RHC) setting preferred, including familiarity with applicable reimbursement methodologies and regulatory requirements
- Certified Revenue Cycle Representative (CRCR) required within one year of employment
- Understanding of revenue cycle concepts, financial operations, or reimbursement processes.
- Working knowledge of medical terminology, CPT, HCPCS, and ICD-10 coding systems preferred
- Strong analytical, communication, and problem-solving skills
- High level of professionalism, integrity, and attention to detail
