Director PFS Customer Service/Call Center - Revenue Cycle Patient Accounting

About the Role

This position is responsible for the overall system-wide management of the Customer Service (MyUNCChart, Bankruptcy, Estates, Sodca, Patient Relations, Patient Correspondence) and Call Center (Inbound) team within Patient Financial Services for UNC Health Care. The role includes program planning, operational analysis, financial analysis, problem resolution, personnel management, and performance improvement.

Responsibilities

• Coordinate Customer Service and Call Center functions with appropriate personnel (Patient Financial Services Reps, PFS – Call Center Reps, Patient Relations Specialists, Team Leads, Analysts, Supervisors, Managers, etc.) and Early-out and Collection Agency vendors.
• Ensure compliance with state/federal requirements and CMS guidelines.
• Monitor revenue cycle metrics to ensure adherence to departmental and organizational goals through partnership with Revenue Cycle Analytics and Enterprise Analytics teams.
• Identify trends and root causes impacting accounts receivable, collections, and customer satisfaction.
• Lead initiatives to improve call center answer rates/wait-times, reduce outstanding self-pay and self-pay after insurance accounts receivable, and enhance patient correspondence and MyUNCChart turnaround times.
• Monitor and maintain Self-Pay A/R related work queues (Delinquent Payment Plans, Level 4 Accounts, Statement Holds) to resolve impacts on aged A/R.
• Plan, direct, and control daily operations of the Customer Service/Call Center team, including inbound call center, patient walk-ins, patient correspondence, estates, bankruptcies, Sodca, patient relations, and vendor management.
• Coordinate with Reimbursement, IT, and Collection agencies for annual Medicare Cost Report data requirements.

Qualifications

• Bachelor’s degree in an appropriate discipline.
• Seven (7) years of related experience, with at least five (5) years of management experience.
• Prior experience in a multi-location health system environment preferred.

Skills

• Understanding and application of principles, procedures, requirements, regulations, and policies related to specialized expertise.
• Ability to lead people toward organizational vision, mission, and goals, fostering an inclusive workplace and encouraging workforce engagement.
• Skill in initiating and managing change, communicating a compelling vision, and enlisting support for change initiatives.
• Results-driven approach, exceeding goals and customer expectations through high-quality decision-making and continuous improvement.

Work Details

Legal Employer: NCHEALTH
Entity: Shared Services
Organization Unit: Revenue Cycle Patient Accounting
Work Type: Full Time
Standard Hours Per Week: 40.00
Work Assignment Type: Hybrid
Work Schedule: Day Job
Location: Chapel Hill, NC
Exempt From Overtime: Yes

Pay offers are determined by experience and internal equity.

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System. Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran, or political affiliation. UNC Health provides reasonable accommodations for applicants and employees with disabilities and for religious practices and beliefs.