Director - Customer Service & Patient Estimates

Reporting to the Executive Director of Revenue Cycle Management, this role leads the JHM Customer Service, which encompasses both Hospital Billing for our six hospitals and Physician/Provider Billing. This position also leads our Patient Estimates team that supports our price transparency program. The role tracks performance through KPIs such as first-call resolution patient satisfaction and collections.

Leader is responsible for all billing customer service inbound calls across Johns Hopkins Health System as well as the cost estimates team who handles patient estimates.

The Johns Hopkins Health System Corporation is a not-for-profit organization dedicated to providing the highest quality of care in the treatment and prevention of human illness. JHHS is an academically based health system consisting of: The Johns Hopkins Hospital, Johns Hopkins Bayview Medical Center, Johns Hopkins Howard County Medical Center, Suburban Hospital, Sibley Memorial Hospital, The Johns Hopkins All Children’s Health System, Johns Hopkins Community Physicians, The Johns Hopkins Medical Services Corporation and Johns Hopkins Medical Management Corporation.

QUALIFICATIONS:

• Bachelor's Degree in healthcare administration, finance, business administration, or a related fiend (required)
• Master's Degree in healthcare administration, finance, business administration, or a related field (Preferred)
• 7+ years of experience in revenue cycle management (Required) including
• 3+ years of related management experience (Required)
• 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).

We’re proud to offer a robust benefits package that supports your health, growth, and well-being. Discover our full offerings and costs here: mybenefitsjhhs.com 

What Awaits You: 

• Competitive pay and benefits that support you at every stage of your life and career. 

• Retirement plans with employer contributions to help you plan confidently for the future. 

• Generous time off so you can unplug, recharge, and enjoy life outside of work. 

• Access to world-class facilities and innovative technology that fuel your curiosity. 

• Endless opportunities to advance your career as part of the Johns Hopkins team

Salary Range: Minimum 158,644.00/annually - Maximum 213,992.00/annually. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

The Hospital reserves the right to modify employee schedules as needed.

We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.