Director of Patient Financial Services (PFS)
Hybrid Role – 3 Days Remote / 2 Days On‑Site Across Two Facilities
Position Overview
The Director of Patient Financial Services (PFS) provides strategic and operational leadership for all revenue cycle functions related to Accounts Receivable (AR) management, billing, and customer service across two facilities. This role oversees approximately 60 team members, including AR billing supervisors, customer service leaders, and frontline staff. The Director ensures high‑quality performance, compliance, and financial outcomes within an Epic‑based environment while fostering a culture of accountability, service excellence, and continuous improvement.
Key Responsibilities
Leadership & Strategy
- Provide vision, direction, and hands‑on leadership for AR billing, customer service, and related PFS operations across two locations.
- Lead, mentor, and develop a team of ~60 employees, including supervisors and team leads.
- Establish performance standards, KPIs, and operational goals aligned with organizational revenue cycle strategy.
- Drive a culture of collaboration, transparency, and service excellence.
Operational Management
- Oversee end‑to‑end AR workflows, including billing, follow‑up, denials, appeals, and customer service interactions.
- Ensure timely, accurate, and compliant billing practices in accordance with federal, state, and payer regulations.
- Monitor AR aging, cash collections, denial trends, and customer service metrics; implement corrective action plans as needed.
- Partner with IT and Epic analysts to optimize system workflows, templates, and reporting tools.
Cross‑Functional Collaboration
- Work closely with clinical, financial, and administrative leaders to resolve revenue cycle barriers and improve patient experience.
- Serve as a key liaison between PFS, Compliance, Finance, and Patient Access teams.
- Participate in organizational committees and initiatives related to revenue integrity and operational excellence.
Process Improvement & Compliance
- Identify opportunities to streamline processes, reduce waste, and enhance productivity.
- Ensure adherence to all regulatory requirements, payer guidelines, and internal policies.
- Lead or support audits, root‑cause analyses, and corrective action initiatives.
Qualifications
- Bachelor’s degree in Business, Healthcare Administration, Finance, or related field (Master’s preferred).
- 7+ years of progressive revenue cycle or PFS leadership experience, including multi‑site or large‑team oversight.
- Strong expertise in AR management, billing operations, and customer service within a healthcare setting.
- Demonstrated experience working in an Epic environment; certification or proficiency strongly preferred.
- Proven ability to lead large teams, manage change, and drive measurable performance improvements.
- Excellent communication, analytical, and problem‑solving skills.
Work Environment
- Hybrid schedule: 3 days work‑from‑home, 2 days on‑site across two facilities.
- Occasional travel between facilities required.
- Fast‑paced, metrics‑driven environment with high expectations for accuracy, service, and accountability.
