Job SummaryThe Senior Director, Self Pay Operations is responsible for providing strategic direction, operational leadership, and overall performance of Ventra Health's Self Pay Center of Excellence. This position directs and governs the entire patient billing and collection process, including patient account management, billing operations, payment collections, patient communications, Contact Center operations, and revenue optimization. The Senior Director ensures end-to-end workflow excellence, operational efficiency, regulatory compliance, and measurable improvements in cash flow, aging analysis, and patient satisfaction across all Self Pay functions.
Essential Functions and Tasks- Develop and implement comprehensive accounts receivable strategy for the Self Pay Center of Excellence, ensuring alignment with organizational financial and operational objectives.
- Establish and maintain standardized performance metrics, Key Performance Indicators (KPIs), and governance frameworks for patient billing, collections, and accounts receivable management.
- Oversee and optimize patient account lifecycle management, including patient billing strategy, payment plans, accounts receivable aging, and bad debt.
- Build, mentor, and develop a high-performing team of accounts receivable specialists and analysts.
- Monitor aging analysis reports, trends, net collection rates, and other accounts receivable metrics to identify process improvement opportunities and revenue leakage.
- Manage integration and optimization of billing and collection systems, including EHR platforms, Ventra systems, and payment processing solutions.
- Partner with Client Success, Finance, Compliance, Technology, and Operations teams on process improvements, system implementations, and policy updates.
- Ensure regulatory compliance with HIPAA, state billing regulations, payer guidelines, and consumer protection requirements in all billing and collection activities.
- Develop and implement patient communication strategies to improve patient understanding of billing, payment options, and financial responsibility.
- Analyze financial data, forecasting, and trending to support budget management and revenue optimization initiatives.
Education and Experience Requirements- Bachelor's degree in Healthcare Administration, Finance, Business Administration, or related field (Master's degree preferred).
- Minimum 7+ years of healthcare revenue cycle management experience.
- Minimum 5+ years of progressive leadership experience managing billing, collections, or accounts receivable functions in healthcare settings.
- Minimum 3+ years of direct people management and team leadership experience.
- Certified Revenue Cycle Executive (CRCE), Certified Revenue Cycle Professional (CRCP), or Certified Healthcare Billing and Management Executive (CHBME) preferred.
- Experience with hospital or facility-based physician billing models preferred.
Knowledge, Skills, and Abilities- Advanced knowledge of end-to-end revenue cycle operations, particularly self-pay workflows.
- Expertise in patient accounts receivable management, aging analysis, and cash flow optimization.
- Strong understanding of billing regulations, state billing laws, and consumer protection regulations (FDCPA, TCPA).
- Strong financial acumen and ability to analyze complex financial data, aging reports, and performance metrics.
- Advanced proficiency with data analysis and business intelligence tools (Excel, Power BI, Tableau, or similar).
- Experience with healthcare billing systems, EHR platforms, patient responsibility platforms, and collection management systems (Epic, Cerner, Athena, or similar).
- Understanding of healthcare compliance requirements (HIPAA, state billing regulations, payer guidelines).
- Exceptional leadership, communication, and interpersonal skills with ability to motivate and develop teams.
- Ability to manage multiple priorities and stakeholder groups simultaneously.
- Strong problem-solving skills and ability to drive continuous improvement initiatives and operational efficiency.
- Strategic thinking with ability to balance short-term operational needs with long-term revenue optimization goals.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
- Ability to read, understand, and apply state/federal laws, regulations, and policies.
- Ability to communicate with diverse personalities in a tactful, mature, and professional manner.
- Ability to remain flexible and work within a collaborative and fast-paced environment.
- Strong oral, written, and interpersonal communication skills.
- Strong time management and organizational skills.
- Understand and comply with company policies and procedures.
Compensation- Base Compensation will be based on various factors unique to each candidate including geographic location, skill set, experience, qualifications, and other job-related reasons.
- This position is also eligible for a discretionary incentive bonus in accordance with company policies.
AuthorityThis position does not have the authority; neither express nor implied, to legally bind Ventra Health to any contract or other legal obligation without written delegation by an officer of Ventra Health.
AttendanceColleague must have the ability to comply with Ventra Health's attendance policy documented in the Ventra Health Colleague Handbook. "Regular and predictable attendance" is an essential function of the job.
Physical Requirements and Work EnvironmentThe colleague will work in smoke-free office surrounding; noise level is quiet to moderate.
The qualifications, physical demands and work environment described herein are general in nature and representative of those colleagues will encounter and must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The requirements listed in this document are the minimum levels of knowledge, skills, and abilities.
This document does not create an employment contract, implied or otherwise, other than an "at will" relationship. 
