Director - Customer Service & Patient Estimates

Johns Hopkins Medicine is a not-for-profit organization dedicated to providing the highest quality of care in the treatment and prevention of human illness. This role leads the JHM Customer Service and Patient Estimates teams, overseeing hospital and physician billing while tracking performance through key performance indicators.

Responsibilities:

• Leads the JHM Customer Service, which encompasses both Hospital Billing for our six hospitals and Physician/Provider Billing
• Leads our Patient Estimates team that supports our price transparency program
• Tracks performance through KPIs such as first-call resolution patient satisfaction and collections
• Responsible for all billing customer service inbound calls across Johns Hopkins Health System as well as the cost estimates team who handles patient estimates
• Applies advanced technical knowledge to solve complex matters within a Network function, or multiple business units
• Makes decisions and recommendations on issues affecting a department or functional area
• 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
• Authority to direct and support employees’ daily work activities; has the direct responsibility to undertake the following employment actions: 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 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/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 budget of work department, office or unit
• Leads business process improvement for designated area
• Performs cost benefit analyses for designated area
• 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
• 7+ years of experience in revenue cycle management
• 3+ years of related management experience
• Depending on individual position assignment, additional certifications may be 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 multiple business units
• Makes decisions and recommendations on issues affecting a department or functional area
• Strong attention to detail and self-directed to consistently ensure data integrity and accuracy
• Uphold 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 the direct responsibility to undertake the following employment actions: hiring, termination, corrective action and performance reviews
• Work seamlessly within diverse teams, bringing together professionals from various disciplines to provide patient-centered care and achieve collective goals
• Identifies control objectives for 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/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 budget of work department, office or unit
• Leads business process improvement for designated area
• Performs cost benefit analyses for designated area
• Advanced proficiency and experience using Microsoft Office Package (Excel, PowerPoint, Word, Outlook)
• Master's Degree in healthcare administration, finance, business administration, or a related field