Director of Merchant Services

Program Leadership & Governance

Own the enterprise merchant services program, including roadmap, policies/standards, and operating model across hospitals, clinics, and international locations.

Establish and maintain governance for merchant account setup, device standards, processor/acquirer relationships, fee structures, chargeback/dispute handling, and exception management.

Serve as the primary Treasury liaison for payment acceptance strategy, ensuring alignment with broader cash management and treasury priorities.

Payment Acceptance Operations

Oversee day-to-day merchant operations, including onboarding new locations/merchant IDs, terminal and gateway provisioning, payment channel support, and incident/escalation management.

Ensure seamless integration and uptime across systems such as EHR/PM platforms, patient portals, payment gateways, IVR/call center payments, and point-of-sale solutions.

Works with RevCycle to maintain documented procedures and controls for settlements, reconciliation, refunds, voids, and adjustments—ensuring timely and accurate posting to GL and patient accounting systems.

Risk, Compliance, and Controls (Healthcare Environment)

Partners closely with Information Security efforts to maintain compliance with applicable payment standards and internal controls (e.g., PCI DSS, data protection/privacy requirements, segmentation and secure payment flows).

Partner with Information Security and Compliance to implement tokenization, encryption, secure key management, and vendor risk management practices.

In partnership with RevCycle, oversee chargeback/dispute processes, fraud mitigation tools, and monitoring controls to reduce losses and operational risk.

Vendor & Stakeholder Management

Manage relationships with acquirers, processors, payment gateways, POS vendors, device providers, and fraud/dispute platforms.

Coincide with cross-functional stakeholders (Revenue Cycle, IT, Security, Compliance, Finance, Operations) to ensure successful implementations and adoption.

Drive service-level expectations and performance reviews; resolve complex operational issues and ensure accountability.

Projects & Continuous Improvement

Lead enterprise implementations and upgrades (new gateways, device refreshes, e-commerce enhancements, digital wallet rollouts, recurring payment improvements).

Standardize and simplify merchant services processes across acquired facilities and newly opened locations.

Promote a patient-friendly payment experience while balancing cost, risk, and compliance requirements.

Team Leadership

Manage and develop a team responsible for merchant setup, support, reconciliation, dispute management, and vendor coordination (direct reports and/or matrix resources).

Create a culture of customer service, ownership, continuous improvement, and strong controls.

Provide training and communications to operational and clinical-site stakeholders regarding payment standards and procedures.