Director, Revenue Cycle Customer Service at Inova Health System

, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

19 Jun, 26

Salary

0.0

Posted On

21 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Revenue Cycle, Customer Service, Leadership, Call Center Operations, Patient Billing, Payment Plans, Financial Assistance, Bad Debt Collections, Patient Communication, Performance Metrics, Patient Satisfaction, De-escalation, Reporting, Strategic Planning, Process Improvement, Healthcare Operations

Industry

Hospitals and Health Care

Description

Inova Health is seeking an experienced and strategic Director of Revenue Cycle Customer Service to lead all post-service, patient-facing financial interactions across our health system. This leader will oversee a highly complex, high-volume customer service operation and play a critical role in shaping the patient financial experience while driving performance, collections, and service excellence. As a key member of the Revenue Cycle leadership team, this role partners across Patient Access, Billing, Coding, and Finance to ensure a seamless and patient-centered approach to financial communication in an increasingly complex healthcare environment. KEY RESPONSIBILITIES * Lead all customer service and self-pay collections including call center operations, patient billing inquiries, payment plans, financial assistance/charity, and bad debt collections * Oversee a multi-channel patient communication strategy, including inbound/outbound calls, digital messaging (e.g., MyChart), texting, and statements * Drive a consistent, high-quality patient experience, particularly in complex and escalated billing situations requiring detailed resolution and de-escalation * Own and optimize key performance metrics including call response times, resolution rates, patient satisfaction, collections, and cost-to-collect * Provide regular reporting and insights to senior leadership, identifying trends, risks, and opportunities for improvement * Represent Revenue Cycle Customer Service in executive-level discussions and drive alignment with broader organizational priorities Minimum Requirements: * Bachelor's degree or eight additional years of relevant experience * Five years of progressive leadership in customer collections, call center or equivalent experience * Five years of management experience Preferred Qualifications: * Significant experience in Revenue Cycle within a hospital or health system environment * Demonstrated success in transforming operations, improving KPIs, and leveraging technology to scale service delivery * Hands-on experience with Epic (EMR), particularly patient financial engagement tools (e.g., MyChart) *Remote Eligibility: This position is eligible for remote work for candidates residing in the following states – DC, DE, FL, GA, MD, NC, OH, PA, SC, TN, TX, VA, WV We are Inova, Northern Virginia’s leading nonprofit healthcare provider. Every day, our 26,000+ team members provide world-class healthcare to the communities we serve. Our people are the reason we're a national leader in healthcare safety, quality and patient experience. And from best-in-class facilities to professional development opportunities, we support them at every step. At Inova, we're constantly striving to be ever better — to shape a more compassionate future for healthcare. Inova Health System is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy-related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information, or any other characteristics protected by law.

Responsibilities

This director will lead all post-service, patient-facing financial interactions, overseeing complex, high-volume customer service operations including call centers, billing inquiries, and collections. The role is responsible for driving performance, collections, and service excellence while ensuring a patient-centered approach to financial communication.