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Director - Customer Solution Center

Overview: Responsible for executing the strategic vision and leading operational performance for Customer Service and Patient Liability (CS&PL) functions for the entire Piedmont Healthcare Service Area to include all Hospital based and Physician Based accounts with self-pay A/R totaling over $300M annually. Challenging assumptions and standards of business in an effort to improve overall operational effectiveness and service to Piedmont's customers. Providing leadership and oversight of key operational and financial decisions pertaining to all underlying functions. Functional areas that report to the Director include proactive Patient Liability/Self Pay follow-up and Customer Service. Additional responsibilities include oversight of all vendor performance management including Early Out Agencies, Primary Bad Debt, Secondary Bad Debt, Financing programs, Agency Workflow Systems and the Patient Payment Platform. The incumbent serves as the leader of CS&PL for the System to internal and external organizations, including patients, physicians, government agencies, payer organizations, vendors, and business partners.

Responsibilities:

Responsible for executing the strategic vision and leading operational performance for Customer Service and Patient Liability (CS&PL) functions for the entire Piedmont Healthcare Service Area to include all Hospital based and Physician Based accounts with self-pay A/R totaling over $300M annually. Challenging assumptions and standards of business in an effort to improve overall operational effectiveness and service to Piedmont's customers. Providing leadership and oversight of key operational and financial decisions pertaining to all underlying functions. Functional areas that report to the Director include proactive Patient Liability/Self Pay follow-up and Customer Service. Additional responsibilities include oversight of all vendor performance management including Early Out Agencies, Primary Bad Debt, Secondary Bad Debt, Financing programs, Agency Workflow Systems and the Patient Payment Platform. The incumbent serves as the leader of CS&PL for the System to internal and external organizations, including patients, physicians, government agencies, payer organizations, vendors, and business partners.

Qualifications:

Education

• Bachelors Degree from a recognized college or university Required
• Masters degree from a recognized college or university in Health Systems, Engineering, Business Administration Preferred

Work Experience

• 7 years Revenue Cycle experience Required and
• 5 years of management experience in a patient accounts receivable and/or customer service function for a healthcare provider Required
• 8 years Revenue cycle operations, consulting and/or project management experience for at least Preferred
• Leader or member of a Revenue Cycle transformation effort where key functions were reviewed for standardization and centralization Preferred
• Revenue cycle leadership in a multi-hospital and employed physician environment Preferred
• Previous experience using or implementing Epic Preferred

Business Unit : Company Name:

Piedmont Healthcare Corporate