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Details

+ **Department:** Revenue Cycle

+ **Schedule:** Full-Time: Monday-Friday

+ **Location:** Remote

+ **Salary:** $129,942.00 - $183,447.00 per year

+ Eligible for an annual bonus incentive

Benefits

Paid time off (PTO)

Various health insurance options & wellness plans

Retirement benefits including employer match plans

Long-term & short-term disability

Employee assistance programs (EAP)

Parental leave & adoption assistance

Tuition reimbursement

Ways to give back to your community

_Benefit options and eligibility vary by position. Compensation varies based on factors including, but not limited to, experience, skills, education, performance, location and salary range at the time of the offer._

Responsibilities

The Director of Customer Service and Self-Pay Revenue Cycle Operations is responsible for overseeing the end-to-end self-pay lifecycle across all markets, from patient billing through collections, bad debt placement, and financial assistance determination. This leader will serve as the enterprise subject matter expert for patient financial engagement—ensuring a compassionate, transparent, and high-performing billing experience that aligns with our mission and drives measurable improvement in self-pay cash performance.

This role partners closely with the Consumer Experience (CX) team, Revenue Cycle Vendor leadership, and internal functional teams (Patient Access, Billing, Finance, and Market Operations) to ensure that the self-pay experience delivers both financial and patient satisfaction outcomes.

Strategic Leadership

+ Develop and execute the enterprise Self-Pay Strategy, balancing compassion and collections effectiveness.

+ Partner with the Revenue Cycle Vendor to define and enforce service level expectations, escalation pathways, and measurable outcomes for patient statement delivery, inbound call experience, and self-pay A/R resolution.

+ Collaborate with the CX Team to continuously improve patient communications, digital payment options, statement design, and tone consistency across all markets.

+ Provide executive visibility into performance through metrics, dashboards, and data-driven insights.

Operational Oversight

+ Lead and monitor vendor performance for:

+ Patient Billing and Statement Strategy

+ Back-End Financial Assistance (including presumptive charity, policy adherence, and audit accuracy)

+ Self-Pay Collections & A/R Aging

+ Bad Debt Strategy and Vendor Management

+ Ensure compliance with federal, state, and Ascension charity and billing policies.

+ Partner with Revenue Integrity, Billing, and Finance to ensure accurate patient balances and minimal preventable self-pay leakage.

+ Oversee the transition from active A/R to bad debt placement, ensuring appropriate segmentation, recall strategy, and vendor accountability.

+ Call Center performance improvement, including First Call Resolution, Average Speed to Answer, and Abandonment Rate

Performance and Experience Optimization

+ Define measurable KPIs for collection effectiveness, A/R aging, bad debt yield, and patient experience.

+ Identify and drive root cause resolution for friction points in the billing and payment journey.

+ Integrate feedback loops between CX, Vendor Operations, and internal leadership to enable rapid-cycle improvements.

+ Champion digital engagement, self-service, and patient education initiatives that improve collection rates and reduce inbound call volume.

Requirements

Licensure / Certification / Registration:

+ Preferred Credential(s):

+ Accountant. Licensure required relevant to state in which work is performed

Education:

+ High School diploma equivalency with 5 years of applicable cumulative job specific experience required, with 2 of those years being in leadership/management OR Associate's degree/Bachelor's degree with 3 years of applicable cumulative job specific experience required, with 2 of those years being in leadership/management.

Additional Preferences

+ Master’s degree in Business, Healthcare Administration, or related field preferred.

+ Minimum 7–10 years of progressive experience in revenue cycle management, with at least 3 years leading self-pay or customer service operations.

+ Proven success managing outsourced vendor relationships with performance-based accountability.

+ Strong knowledge of self-pay workflows, bad debt placement, charity care policies, and patient billing communications.

+ Exceptional analytical, interpersonal, and communication skills, with the ability to collaborate across clinical, operational, and financial stakeholders.

+ Demonstrated ability to drive measurable improvements in collections, A/R aging, and patient satisfaction.

\#InternalOps

\#LI-Remote

Why Join Our Team

Ascension associates are key to our commitment of transforming healthcare and providing care to all, especially those most in need. Join us and help us drive impact through reimagining how we can deliver a people-centered healthcare experience and creating the solutions to do it. Explore career opportunities across our ministry locations and within our corporate headquarters.

Ascension is a leading non-profit, faith-based national health system made up of over 134,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states.

Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you.

Equal Employment Opportunity Employer

Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws.

For further information, view the EEO Know Your Rights (English) (https://www.eeoc.gov/sites/default/files/2022-10/22-088\_EEOC\_KnowYourRights\_10\_20.pdf) poster or EEO Know Your Rights (Spanish) (https://www.eeoc.gov/sites/default/files/2022-10/22-088\_EEOC\_KnowYourRightsSp\_10\_20.pdf) poster.

As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

Pay Non-Discrimination Notice (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)

Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.

E-Verify Statement

This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information.

E-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify\_Participation\_Poster\_ES.pdf)