Director, Revenue Cycle Customer Service

Inova Health is seeking an experienced and strategic Director of Revenue Cycle Customer Service to lead all post-service, patient-facing financial interactions across our health system. This leader will oversee a highly complex, high-volume customer service operation and play a critical role in shaping the patient financial experience while driving performance, collections, and service excellence.

As a key member of the Revenue Cycle leadership team, this role partners across Patient Access, Billing, Coding, and Finance to ensure a seamless and patient-centered approach to financial communication in an increasingly complex healthcare environment.

• Lead all customer service and self-pay collections including call center operations, patient billing inquiries, payment plans, financial assistance/charity, and bad debt collections

• Oversee a multi-channel patient communication strategy, including inbound/outbound calls, digital messaging (e.g., MyChart), texting, and statements

• Drive a consistent, high-quality patient experience, particularly in complex and escalated billing situations requiring detailed resolution and de-escalation

• Own and optimize key performance metrics including call response times, resolution rates, patient satisfaction, collections, and cost-to-collect

• Provide regular reporting and insights to senior leadership, identifying trends, risks, and opportunities for improvement

• Represent Revenue Cycle Customer Service in executive-level discussions and drive alignment with broader organizational priorities

Minimum Requirements:

• Bachelor's degree or eight additional years of relevant experience

• Five years of progressive leadership in customer collections, call center or equivalent experience

• Five years of management experience

Preferred Qualifications:

• Significant experience in Revenue Cycle within a hospital or health system environment

• Demonstrated success in transforming operations, improving KPIs, and leveraging technology to scale service delivery

• Hands-on experience with Epic (EMR), particularly patient financial engagement tools (e.g., MyChart)

*Remote Eligibility: This position is eligible for remote work for candidates residing in the following states - DC, DE, FL, GA, MD, NC, OH, PA, SC, TN, TX, VA, WV