Dir, Customer Service

UF Health; Gainesville (FL); On-site; USD 150,000 - 190,000; Full time

Job summary

UF Health seeks a Director of Customer Service to lead the centralized patient financial engagement and self-pay recovery operations across the healthcare system. The role emphasizes high-quality patient experience, issue resolution, and regulatory compliance in a fast-paced environment.

Responsibilities include partnering with Patient Access, Billing, Compliance, IT, and clinical leaders; driving staff development; and using data to optimize revenue cycle performance and reduce bad debt while

Qualifications

• Bachelor's degree required; 10+ years in patient financial services acceptable as substitution.
• Minimum 5 years of progressive healthcare revenue cycle experience with a four-year degree.
• Minimum 4 years of leadership experience managing large teams.
• Epic Revenue Cycle Certification preferred.
• Deep understanding of self-pay recovery and patient engagement workflows.
• Strong KPIs, performance management, and change leadership.

Responsibilities

• Lead centralized patient financial engagement and self-pay recovery operations.
• Drive operational excellence through staff development and process improvement.
• Partner with Patient Access, Billing, Compliance, IT, and clinical leaders to resolve complex accounts.
• Utilize data-driven decisions to improve workflows and reduce bad debt.

Skills

Leadership

Strategic planning

Change management

Communication

Data-driven decisions

Customer service orientation

Education

Bachelor's degree in Healthcare Administration, Business Administration, Finance, Management, or related field

Tools

Epic

Revenue cycle technologies

Patient engagement platforms

Job description

Overview

The Director of Customer Service leads the healthcare system centralized patient financial engagement and self-pay recovery operations, to include customer service, billing communications, payment solutions, account resolution, digital self-service, and outsourced collections. This role ensures a consistent, high-quality patient financial experience while improving issue resolution, reducing repeat contacts, and minimizing bad debt. This leader drives operational excellence through staff development, performance management, technology optimization, process improvement, and data-driven decision-making. This leader partners closely with Patient Access, Billing, Follow-up/Denials, Compliance, Legal, IT, and clinical leaders to resolve complex account issues, improve workflows, and maintain regulatory compliance.

Qualifications

• Education: Bachelor's degree in Healthcare Administration, Business Administration, Finance, Management, or a related field required. A formal degree may be substituted with 10+ years of direct, hands-on patient financial services or customer service operations and supervisory experience.
• Experience: Minimum of 5 years of progressive healthcare revenue cycle experience with a four-year degree.
• Minimum of 4 years of leadership experience managing large-scale patient financial services or customer service operations with a four-year degree.
• Demonstrated experience with Epic, revenue cycle technologies, and patient engagement platforms.
• Proven success leading large teams through organizational change and process improvement initiatives.
• Epic Revenue Cycle Certification preferred.
• Deep understanding of healthcare revenue cycle operations, with a strong emphasis on:
• Self-pay recovery
• Patient financial engagement
• Revenue cycle optimization
• Strong leadership skills with the ability to manage, develop, and motivate teams.
• Demonstrated performance management discipline, including:
• Key Performance Indicators (KPIs)
• Operational cadence
• Accountability measures
• Proven change leadership capabilities with a continuous improvement mindset.
• Excellent communication and interpersonal skills.
• Working knowledge of:
• Financial assistance and charity care programs
• Patient payment plan workflows
• Relevant policies and documentation requirements governing patient financial services.