Executive Director, Financial Clearance & Customer Service

Johns Hopkins Health System is seeking an Executive Director for Financial Clearance and Customer Service, responsible for leading the management of the patient financial experience. This role includes providing strategic direction for financial services, improving performance through KPIs, and ensuring compliance and customer satisfaction across all revenue cycle components.

Responsibilities:

• Provides overall strategy and financial direction of JHM infrastructure and functions that supports overall patient financial experience including patient financial engagement, communications, customer service, and collections strategy
• Provides overall strategy and financial direction of JHHS infrastructure and functions for alignment with patient financial services and Admitting, registration and insurance verification via exceptionally customer centric processes
• Provide overall strategy and direction for Payor Authorizations, Customer Service, Patient Estimates and Point of Service Collections (as it applies to JHHS revenues) and coordinate with JHM business partners to ensure coordinated approach with physician service operations
• In all revenue cycle components ensure customer satisfaction, positive financial outcomes, minimizing Bad Debt write-offs, and meeting compliance requirements
• Monitor and improve performance through KPIs (e.g. first-call resolution patient satisfaction, patient satisfaction, collections), leveraging analytics, standardized workflows, and cross-functional collaboration to enhance efficiency, reduce denials, and optimize financial outcomes
• Provides executive leadership and enterprise-wide strategic oversight for Financial Clearance Shared Services across all Johns Hopkins Medicine entities, establishing system-wide standards and long-term operational strategies to optimize workflows for eligibility verification, insurance authorization, and financial clearance across inpatient, outpatient, surgical, ambulatory, and multispecialty clinical services
• Drives enterprise performance initiatives focused on reducing clearance lead times, improving patient access, strengthening financial outcomes, and advancing continuous revenue cycle transformation efforts
• Serves as an executive partner to providers, clinical leadership, ambulatory operations, administrators, and revenue cycle stakeholders to strengthen enterprise collaboration, align strategic priorities, and ensure seamless and timely financial clearance operations across all care settings
• Leads integration of clearance operations with scheduling, registration, payer contracting, utilization review, and clinical workflows system-wide to enhance operational efficiency, patient experience, compliance, and revenue integrity

Requirements:

• Bachelor's degree in healthcare administration, finance, business administration, or a related field (required)
• 10+ years of experience in revenue cycle management (required), including 5+ years of management experience with significant business impact (required)
• Navigate rapidly changing situations — from evolving patient needs to technological advancements — 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
• Applies advanced technical knowledge to solve complex matters within a network function or across multiple business units
• Makes decisions and recommendations on issues affecting a department or functional area
• Strong attention to detail and self-directed approach 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
• Authority to direct and support employees' daily work activities; has direct responsibility for hiring, termination, corrective action, and performance reviews
• Works seamlessly within diverse teams, bringing together professionals from various disciplines to provide patient-centered care and achieve collective goals
• Identifies control objectives for the designated function and implements cost-effective controls designed to meet those objectives
• Makes independent decisions related to products, services, implementing new programs, and supporting technical/operational processes of a network or business unit
• Addresses problems that are highly varied, complex, and often non-recurring, requiring higher-management input and often determining new processes or procedures
• Applies advanced understanding of discipline/specialization, prior supervisory experience, and advanced interpersonal and communication skills in back-end revenue cycle management
• Develops and is accountable for the budget of a work department, office, or unit
• Leads business process improvement for the designated area
• Performs cost–benefit analyses for the designated area
• Advanced proficiency and experience using Microsoft Office (Excel, PowerPoint, Word, Outlook)
• Master's degree in healthcare administration, finance, business administration, or a related field (preferred)