Dir, Customer Service

UF Health; Gainesville (FL); On-site; USD 140,000 - 200,000; Full time

Job summary

UF Health in Gainesville, FL seeks a Director of Customer Service to lead centralized patient financial engagement and self-pay recovery operations within the healthcare system. You will drive performance, staff development, and technology optimization across billing communications, digital self-service, and outsourced collections.

You will partner with Patient Access, Billing, Follow-up/Denials, Compliance, Legal, IT, and clinical leaders to resolve complex account issues and maintain

Qualifications

• Bachelor's degree in Healthcare Administration, Business Administration, Finance, Management, or related field or 10+ years of direct, hands-on patient financial services or customer service operations and supervisory 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.
• Epic Revenue Cycle Certification preferred.
• Deep understanding of healthcare revenue cycle operations with emphasis on self-pay recovery, patient financial engagement, and revenue cycle optimization.

Responsibilities

• Lead centralized patient financial engagement and self-pay recovery operations including customer service, billing communications, payment solutions, account resolution, digital self-service, and outsourced collections.
• Drive operational excellence through staff development, performance management, technology optimization, process improvement, and data-driven decision-making.
• Partner 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.
• Demonstrated leadership to manage, develop, and motivate teams and to implement continuous improvement initiatives.

Skills

Leadership

Communication

Change management

Data-driven decision making

Process improvement

KPIs

Team development

Education

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

10+ years of direct, hands-on patient financial services or customer service operations and supervisory experience

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.