Director, Customer Service
Hackensack Meridian Health
Edison, NJ
Description Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change. The Director of Customer Service provides leadership to functions impacting patient financial responsibility across the Hackensack Meridian Health (HMH) network. Provides leadership to customer service functions, ensuring a customized patient experience that maximizes patient collections, appropriately identifies patients eligible for financial assistance, provides appropriate payment options based on patient's financial status, and minimizes bad debt. Works with the patient experience team and the HMH Patient Financial Advisory Council (PFAC) to ensure a best-in-class self-pay billing and collection process. Leads the Financial Counseling and Financial Assistance teams to ensure that patients are provided with the best possible options to resolve their financial responsibility for services received at HMH. Responsibilties A day in the life of a Director of Customer Service at Hackensack Meridian Health includes:
- Oversees the HMH customer service call center, self-pay collections, payment plans, self-pay vendor partnerships, and bad debt account placement and management areas.
- Develops patient-friendly statements that clearly communicate the patient's responsibility to minimize patient confusion and encourage quick payment or account resolution.
- Develops best practice patient self-service account resolution options, including electronic billing, self-service payment plans, self-service financial assistance applications, and automatic payment options.
- Develops automated account resolution options where feasible to standardize results and minimize errors.
- Directs customer service department performance and productivity as it relates to self-pay accounts receivable (AR).
- Directs self-pay accounts and their life cycle with all connected aspects, such as collection activity on self-pay accounts, customer service, patient accounts receivable, self-pay financial counseling, charity care referrals, and referrals to outside collection agencies across HMH.
- Directs the HMH Customer Service Call Center volumes and metrics to monitor for quality and timely interactions with callers. Ensuring patient satisfaction is met, a low abandon rate is maintained, and Health Insurance Portability and Accountability Act (HIPAA) and Payment Card Industry (PCI) compliance is met.
- Develops and monitors self-pay dashboards to ensure timely and effective resolution of self-pay AR, including self-pay AR days, aging, charity care, and bad debt.
- Monitors data against regional and national benchmarks as well as industry-leading key performance indicators.
- Maintains current knowledge of programs and assistance for the uninsured. This includes but is not limited to NJ Medicaid, Charity Care, Exchange product offerings, copay assistance, and drug replacement programs.
- Responsible for the HMH financial counseling team training, procedures, and guidance. Provides ongoing training, workflows, and procedures for the Financial Counselors to support the Patient Access Team, including but not limited to cash collection, providing pricing/estimates, financial assistance screening, payment arrangements, and overall patient financial education.
- Ensures a seamless patient financial experience, utilizing available tools to encourage patients to resolve accounts using self-service tools where possible.
- Works with HMH PFAC to receive regular feedback on patient billing and resolution processes to achieve best practice patient billing and collection practices.
- Ensures compliance with federal and state laws, including 501r, no surprises, and price transparency regulations.
- Continuously improves work processes, leading network-wide process improvement initiatives, seeking opportunities for improvement where others cannot, and effectively separating tasks into efficient workflows.
- Responsible for the Charity Care Quarterly Audits.
- Responsible for the Compassionate Care II and III applications and approvals.
- Supports Global Health with estimates and financial services for the international patient population and governmental agencies.
- Other duties and/or projects as assigned.
- Adheres to HMH Organizational competencies and standards of behavior.
- Bachelor's degree in Business, Healthcare Administration, or Finance.
- Minimum of 5 years of management work experience in healthcare receivables, health insurance claims processing, or healthcare customer service.
- Extensive knowledge of Federal and State regulations and mandates relating to patient self-pay collections.
- Excellent customer service acumen.
- Strong leadership skills.
- Good written and verbal communication skills.
- Strong financial management skills.
- Excellent knowledge of information technology and management information systems, and how they can be used to improve operations.
- Proficient computer skills that include but are not limited to Google Suite platforms and/or Microsoft Office.
- Master's degree in Business, Healthcare Administration, or Finance.
- Member of a nationally recognized professional organization, a plus, such as the Healthcare Financial Management Association (HFMA).
- Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness.
- Experience: Years of relevant work experience.
- Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training.
- Skills: Demonstrated proficiency in relevant skills and competencies.
- Geographic Location: Cost of living and market rates for the specific location.
- Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization.
- Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered.
Posted 2025-11-07
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