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