Executive Director, Financial Clearance & Customer Service

Make it happen at Hopkins!

The Johns Hopkins Health System is seeking an Executive Director, Financial Clearance and Customer Service that will be responsible for providing leadership for all activities related to the management fo the Health System's patient financial experience. This position is responsible for achieving the following fundamental objectives:

• 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.

The incumbent serves as the spokesperson for the Johns Hopkins Medicine to internal and external organizations, including governmental agencies, Board members, payer organizations, external auditors, other healthcare providers, etc. The incumbent is expected to provide strategic vision to the department, challenging assumptions and standards of business, in an effort to improve overall operational effectiveness. This position is responsible for managing receivables for multiple entities, and, as such, must establish relationships at all facilities and be familiar with each institution’s computer environment and payer contracts.

The Executive Director, Financial Clearance and Customer Service:

• 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 direction for Payor Authorizations, Customer Service, Patient Estimates and Point of Service Collections (as it applies to JHHS revenues) and coordinates with JHM business partners to ensure coordinated approach with physician service operations.

• Monitors and improves 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.

QUALIFICATIONS:

• Bachelor's degree in healthcare administration, finance, business administration, or a related field (required) and

• Master's degree in healthcare administration, finance, business administration, or a related field (preferred)

• 10+ years of experience in revenue cycle management (required), including 5+ years of management experience with significant business impact (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 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).

Salary Range: Minimum 214,102.00/annually - Maximum 261,178.00/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.