Director - Customer Service & Patient Estimates

About the role

This role leads the JHM Customer Service, encompassing Hospital Billing for six Johns Hopkins hospitals and Physician/Provider Billing. It also oversees the Patient Estimates team for the JHHS Price Transparency Program.

Responsibilities

• Tracks performance through KPIs like first-call resolution, patient satisfaction, and collections.
• Manages all billing customer service inbound calls across the Johns Hopkins Health System.
• Supports the Patient Estimates team in handling patient estimates.
• Navigates rapidly changing situations by remaining flexible, continuously learning, embracing new challenges, and quickly recovering from setbacks.
• Applies advanced technical knowledge to solve complex matters within the Network function or multiple business units.
• Makes decisions and recommendations on issues affecting a department or functional area.
• Ensures data integrity and accuracy by maintaining strong attention to detail and self-direction.
• Upholds ethical principles by maintaining confidentiality, ensuring informed consent, and prioritizing the well-being of both patients and staff.
• Directs and supports employees' daily work activities, undertaking hiring, termination, corrective action, and performance reviews.
• Bridges diverse teams to provide patient-centered care and achieve collective goals.
• Develops and is accountable for the budget of the work department, office, or unit.
• Ledges business process improvement for designated areas.
• Performs cost benefit analyses for designated areas.
• Advanced proficiency and experience using Microsoft Office Package (Excel, PowerPoint, Word, Outlook).

Requirements

• Bachelor's Degree in healthcare administration, finance, business administration, or a related field (required)
• Master's Degree in healthcare administration, finance, business administration, or a related field (preferred)
• 7+ years of experience in revenue cycle management (required), including 3+ years of related management experience (required)

Qualifications

• Navigate rapidly changing situations by remaining flexible, continuously learning, embracing new challenges, and quickly recovering from setbacks.
• Excellent written and verbal communication skills with an emphasis on confidentiality, tact, and diplomacy.
• Strong attention to detail and self-directed to consistently ensure data integrity and accuracy.
• Upholds ethical principles by maintaining confidentiality, ensuring informed consent, and making decisions that prioritize the well-being of both patients and staff.
• Advanced proficiency and experience using Microsoft Office Package (Excel, PowerPoint, Word, Outlook).

Skills

• Advanced technical knowledge to solve complex matters within a Network function or multiple business units.
• Decision-making and recommendation skills on issues affecting a department or functional area.
• Attention to detail and self-directedness to ensure data integrity and accuracy.
• Confidentiality, informed consent, and decision-making that prioritize the well-being of both patients and staff.
• Advanced proficiency and experience using Microsoft Office Package (Excel, PowerPoint, Word, Outlook).

Benefits

The Johns Hopkins Health System offers a robust benefits package that supports your health, growth, and well-being. Discover our full offerings and costs here: mybenefitsjhhs.com.

Pay

Salary Range: Minimum $158,644.00 annually - Maximum $213,992.00 annually. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility.

Schedule

Day Shift