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Description

The Opportunity

We are seeking a strategic and compassionate leader to serve as our Director of Business Services (Customer Service and Self-Pay), responsible for shaping the patient financial experience and ensuring every interaction reflects our mission to improve lives.

UCHealth Patient Access Department

Pay: $69.65 - $111.44 / hour. Pay is dependent on applicant's relevant experience

This position may be based in Northern Colorado, Metro Denver or Colorado Springs.

The Director of Business Services (Customer Service and Self-Pay) is responsible for leading high-performing customer service and self-pay collection teams focused on delivering exceptional service throughout the patient financial experience. This individual ensures that financial interactions with patients are conducted with professionalism, efficiency, and compliance, effectively balancing revenue recovery with a commitment to patient satisfaction. The role involves setting strategic objectives, resolving complex issues, and cultivating a culture of empathy, accountability, and continuous improvement. The ideal candidate will be a collaborative leader with extensive experience in healthcare customer service and collections, demonstrating a proven ability to build cross-departmental partnerships to achieve desired outcomes. This position plays a key role in optimizing revenue performance, enhancing patient satisfaction, and ensuring adherence to regulatory standards. This leader reports to the Senior Director of Patient Financial Experience.

Key Responsibilities

The Director Business Services plays a key role in the health system's strategic and operational efforts by:

• Developing and implementing departmental goals, plans and standards consistent with the administrative, legal and ethical requirements/objectives of the organization.

• Directing and evaluating departmental operations, including information technologies, service level determination, and complaint management, to achieve performance and quality control objectives.

• Collaborating with revenue cycle, finance, IT, and clinical departments to ensure a seamless patient financial journey.

• Monitoring service metrics and patient feedback to identify trends, drive improvements and report on performance.

• Overseeing vendor relationships for early-out and bad debt collections, ensuring performance and compliance.

• Driving continuous improvement through process optimization, technology adoption and staff development.

• Monitoring and report on key performance indicators, including bad debt, self-pay A/R and collection effectiveness.

• Developing and execute patient collection strategies that improve recovery rates while maintaining a positive patient experience.

• Designing and implementing service strategies that enhance the patient financial experience and support organizational goals.

• Resolving escalated patient concerns and disputes with empathy, professionalism, and a focus on long-term solutions.

• Championing a culture of service excellence, inclusion and continuous learning

Candidate Qualifications

The successful candidate will meet the following requirements:

• Minimum Required Education: High School Diploma or GED. Preferred: Bachelor's degree in Business Administration, Finance, Accounting or related field.

• Minimum Experience: 7 years of progressive leadership experience in healthcare revenue cycle management or a healthcare setting.

• Experience working cross-functionally within Revenue Cycle, Finance, IT and Clinic Operations preferred

• Experience with Epic or other major HER/RCM platforms preferred.

Skills and Traits

• Strong interpersonal and communication skills with the ability to influence and collaborate across all levels of the organization.

• Proven ability to lead large teams, resolve complex issues, and drive strategic initiatives.

• Strong analytical, organizational, and interpersonal skills.

• Proven ability to lead and motivate teams in a fast-paced healthcare environment.

• Strong understanding of healthcare billing, insurance coordination, and patient financial services.

UCHealth invests in its Workforce.

UCHealth offers an Annual Incentive Bonus to recognize employee's contributions to our success in quality, patient experience, organizational growth, and financial goals.

UCHealth offers their employees a competitive and comprehensive total rewards package (benefit eligibility is based off of FTE status):

+ Medical, dental and vision coverage including coverage for eligible dependents

+ 403(b) with employer matching contributions

+ Time away from work: paid time off (PTO), paid family and medical leave (inclusive of Colorado FAMLI)

+ Employer-paid basic life and accidental death and dismemberment coverage with buy-up coverage options

+ Employer paid short term disability and long-term disability with buy-up coverage options

+ Wellness benefits

+ Full suite of voluntary benefits such as flexible spending accounts for health care and dependent care, health savings accounts (available with HD/HSA medical plan only), identity theft protection, pet insurance, and employee discount programs

+ Education benefits for employees, including the opportunity to be eligible for 100% of tuition, books and fees paid for by UCHealth for specific educational degrees. Other programs may qualify for up to $5,250 pre-paid by UCHealth or in the form of tuition reimbursement each calendar year

Loan Repayment:

+ UCHealth is a qualifying employer for the federal Public Service Loan Forgiveness (PSLF) program! UCHealth provides employees with free assistance navigating the PSLF program to submit their federal student loans for forgiveness through Savi.

UCHealth always welcomes talent. This position will be open for a minimum of three days and until a top applicant is identified.

UCHealth recognizes and appreciates the rich array of talents and perspectives that equal employment and diversity can offer our institution. As an equal opportunity employer, UCHealth is committed to making all employment decisions based on valid requirements. No applicant shall be discriminated against in any terms, conditions or privileges of employment or otherwise be discriminated against because of the individual's race, color, national origin, language, culture, ethnicity, age, religion, sex, disability, sexual orientation, gender, veteran status, socioeconomic status, or any other characteristic prohibited by federal, state, or local law. UCHealth does not discriminate against any qualified applicant with a disability as defined under the Americans with Disabilities Act and will make reasonable accommodations, when they do not impose an undue hardship on the organization.

Who We Are (uchealth.org)

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