The Director of Hospital Patient Financial Services is responsible for leading hospital patient financial services and core revenue cycle operations to support accurate billing, timely reimbursement, strong cash performance, regulatory compliance, and a positive patient financial experience. This role provides strategic and operational leadership for billing, claims management, denial prevention and resolution, accounts receivable performance, financial assistance oversight, vendor coordination, reporting, and process improvement. The director partners closely with finance, patient access, health information management, clinical departments, information technology, and other operational leaders to strengthen revenue integrity, improve workflows, reduce revenue leakage, and optimize overall financial outcomes.
- Hospital billing and claims operations
- Accounts receivable, follow-up, and collections performance
- Denial management and payer issue resolution
- Patient account integrity and financial assistance processes
- Financial reporting, compliance, and revenue cycle optimization
This position establishes performance expectations, standardizes policies and procedures, monitors key revenue cycle indicators, and drives corrective action to improve reimbursement, reduce avoidable denials, accelerate cash, and support service excellence.
Supports and incorporates the Frederick Health mission, vision, core values, and customer service philosophy into daily performance and leadership practices, and complies with all Frederick Health policies, regulatory requirements, the Compliance Program, and the Standards of Behavior.
Essential Functions:
- Provides strategic and operational leadership for hospital patient financial services, including billing, claims submission, payment posting, accounts receivable follow-up, collections, denial management, financial assistance, and related reimbursement functions.
- Develops, implements, and maintains standardized policies, procedures, controls, and workflows that support accurate billing, compliant practices, timely follow-up, and effective resolution of patient account issues.
- Monitors and analyzes key performance indicators such as gross and net accounts receivable days, denial rates, cash collections, bad debt, payment posting timeliness, aging trends, and financial assistance outcomes, and implements action plans to improve results.
- Leads denial prevention and denial recovery efforts by identifying root causes, partnering across departments, educating stakeholders, and driving process changes that improve clean claim performance and reimbursement accuracy.
- Serves as a subject matter expert on payer requirements, hospital billing regulations, government reimbursement programs, and related compliance standards to ensure revenue cycle operations remain current, compliant, and effective.
- Partners with finance, clinical, patient access, health information management, case management, information technology, and ancillary departments to improve charge capture, documentation support, account accuracy, and end-to-end revenue cycle performance.
- Oversees vendor relationships, including performance management, service expectations, issue escalation, contract-related coordination, and accountability for agreed-upon operational and financial outcomes.
- Evaluates workflows and system functionality to improve efficiency, automate appropriate processes, reduce manual rework, and support accurate, timely billing and follow-up activities.
- Supports reimbursement optimization initiatives, including contract management tools, charge description master collaboration, payer variance review, and other strategies that strengthen cash flow and revenue integrity.
- Develops and presents operational, financial, and executive reporting that highlights trends, risks, opportunities, and progress against revenue cycle goals.
- Collaborates with finance leadership to validate monthly results, reconcile key revenue cycle activity, and support accurate financial reporting and forecasting.
- Establishes department goals, productivity expectations, and performance standards, and maintains dashboards and other management tools to monitor results and support accountability.
- Prepares, manages, and monitors departmental operating budgets and resource plans in alignment with organizational expectations and financial objectives.
- Works with information technology and operational stakeholders to implement and optimize revenue cycle system functionality, troubleshoot issues, and improve data integrity and reporting capabilities.
- Directs leaders and staff within the department, including selection, coaching, performance management, succession planning, and professional development to build a high-performing team culture.
- Coordinates with internal departments and external partners to obtain documentation, resolve payer inquiries, support audits, and facilitate timely and accurate adjudication of claims and patient accounts.
- Leads and participates in audits, compliance reviews, committees, and organizational initiatives related to revenue cycle strategy, operational excellence, and financial performance.
- Maintains current knowledge of applicable laws, regulations, payer rules, and industry trends, and ensures staff education and operational practices reflect current requirements and best practices.
- Represents hospital patient financial services as a key member of the management team and contributes to strategic planning, operational decision-making, and cross-functional collaboration across the organization.
- Participates in ongoing professional development and maintains relevant professional affiliations to support leadership effectiveness and industry awareness.
- Performs other duties as assigned.
Required Knowledge, Skills and Abilities:
- Comprehensive knowledge of hospital patient financial services, revenue cycle operations, billing and collection processes, third-party payer requirements, and government reimbursement programs.
- Strong understanding of revenue cycle systems, reporting tools, spreadsheets, medical terminology, and related operational technologies used to support billing, accounts receivable, and performance analysis.
- Ability to analyze complex operational and financial issues, identify root causes, and implement practical solutions that improve reimbursement, reduce bottlenecks, and strengthen process performance.
- Demonstrated success improving revenue cycle outcomes, including accounts receivable performance, denial trends, claim quality, cash collections, or related financial metrics.
- Excellent written, verbal, and interpersonal communication skills, with the ability to collaborate effectively across departments, influence stakeholders, and present information clearly to leadership and staff.
- Demonstrated leadership ability, including team development, coaching, accountability, change management, and fostering a culture of service, engagement, and continuous improvement.
- Ability to exercise sound judgment, maintain confidentiality, manage sensitive information appropriately, and uphold ethical and professional standards.
Minimum Education, Training, and Experience Required:
- Bachelor's degree in healthcare administration, business administration, finance, accounting, or a related field required.
- Minimum of five years of experience in hospital revenue cycle, patient financial services, or related hospital billing operations required.
- Minimum of three years of progressive leadership experience in a manager- or director-level revenue cycle, billing, or patient financial services role required.
- Experience with hospital billing regulations, payer reimbursement methodologies, denial management, and accounts receivable oversight required.
- Experience using revenue cycle technology, reporting tools, and operational analytics to manage performance and drive improvement required.
- Master's degree in healthcare administration, business administration, finance, or a related field preferred.
- Relevant professional certification such as CRCE, or similar revenue cycle credential preferred.
- Experience with contract management, charge description master collaboration, vendor oversight, or complex hospital reimbursement environments preferred.
Caring for you as you care for the CommUNITY
Frederick Health offers a comprehensive and affordable benefits package. Health, Dental and Vision insurance are offered the 1st of the month after 30 days of employment to all employees hired to work at least 20 hours per week and we offer multiple plans to best meet your and your family's needs. Life insurance, Short-Term Income Replacement and Long-Term Disability are employer paid for eligible employees. Frederick Health offers a robust Paid Time Off program for eligible employees. Our 403B retirement plan helps you save for your retirement and includes an employer match to eligible employees. All employees have access to free financial planning sessions. We also offer an educational assistance program to support your education goals as well as an employer paid Employee Assistance Program.
Pay is based on experience, skills and education. If position is part-time, salary will be pro-rated based on scheduled hours. The pay range may also vary within the stated range based on specialty if applicable. Non-Exempt positions may have shift differential and/or Overtime paid, if applicable.
Salary range: $125,902.40 - $189,904
Onsite position. Monday-Friday, 8:00am-5:00pm.
Required
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3 year(s): Progressive leadership experience in a manager- or director-level revenue cycle, billing, or patient financial services role required
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5 year(s): Experience in hospital revenue cycle, patient financial services, or related hospital billing operations.
Required
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Bachelors or better in Healthcare Administration or related field
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
