Director, Revenue Cycle Customer Service
Inova Health System, Virginia, MN, United States
Director, Revenue Cycle Customer Service
VA, United States
Job Description Inova Health is seeking an experienced and strategic Director of Revenue Cycle Customer Service to lead all post-service, patient-facing financial interactions across our health system. This leader will oversee a highly complex, high-volume customer service operation and play a critical role in shaping the patient financial experience while driving performance, collections, and service excellence.
As a key member of the Revenue Cycle leadership team, this role partners across Patient Access, Billing, Coding, and Finance to ensure a seamless and patient-centered approach to financial communication in an increasingly complex healthcare environment.
Key Responsibilities Lead all customer service and self-pay collections including call center operations, patient billing inquiries, payment plans, financial assistance/charity, and bad debt collections
Oversee a multi-channel patient communication strategy, including inbound/outbound calls, digital messaging (e.g., MyChart), texting, and statements
Drive a consistent, high-quality patient experience, particularly in complex and escalated billing situations requiring detailed resolution and de-escalation
Own and optimize key performance metrics including call response times, resolution rates, patient satisfaction, collections, and cost-to-collect
Provide regular reporting and insights to senior leadership, identifying trends, risks, and opportunities for improvement
Represent Revenue Cycle Customer Service in executive-level discussions and drive alignment with broader organizational priorities
Bachelor's degree or eight additional years of relevant experience
Five years of progressive leadership in customer collections, call center or equivalent experience
Five years of management experience
Preferred Qualifications:
Significant experience in Revenue Cycle within a hospital or health system environment
Demonstrated success in transforming operations, improving KPIs, and leveraging technology to scale service delivery
Hands-on experience with Epic (EMR), particularly patient financial engagement tools (e.g., MyChart)
*Remote Eligibility:
This position is eligible for remote work for candidates residing in the following states – DC, DE, FL, GA, MD, NC, OH, PA, SC, TN, TX, VA, WV
About Us We are Inova, Northern Virginia’s leading nonprofit healthcare provider. Every day, our 26,000+ team members provide world-class healthcare to the communities we serve. Our people are the reason we're a national leader in healthcare safety, quality and patient experience. And from best-in-class facilities to professional development opportunities, we support them at every step. At Inova, we're constantly striving to be ever better — to shape a more compassionate future for healthcare.
Inova Health System is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy-related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information, or any other characteristics protected by law.
Job Info
Job Identification 680053
Job Category Finance
Posting Date 03/21/2026, 04:00 AM
Locations Inova 8095 - Fairfax East
Degree Level Bachelor's Degree (BA, BS, BSN, etc.)
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Job Description Inova Health is seeking an experienced and strategic Director of Revenue Cycle Customer Service to lead all post-service, patient-facing financial interactions across our health system. This leader will oversee a highly complex, high-volume customer service operation and play a critical role in shaping the patient financial experience while driving performance, collections, and service excellence.
As a key member of the Revenue Cycle leadership team, this role partners across Patient Access, Billing, Coding, and Finance to ensure a seamless and patient-centered approach to financial communication in an increasingly complex healthcare environment.
Key Responsibilities Lead all customer service and self-pay collections including call center operations, patient billing inquiries, payment plans, financial assistance/charity, and bad debt collections
Oversee a multi-channel patient communication strategy, including inbound/outbound calls, digital messaging (e.g., MyChart), texting, and statements
Drive a consistent, high-quality patient experience, particularly in complex and escalated billing situations requiring detailed resolution and de-escalation
Own and optimize key performance metrics including call response times, resolution rates, patient satisfaction, collections, and cost-to-collect
Provide regular reporting and insights to senior leadership, identifying trends, risks, and opportunities for improvement
Represent Revenue Cycle Customer Service in executive-level discussions and drive alignment with broader organizational priorities
Bachelor's degree or eight additional years of relevant experience
Five years of progressive leadership in customer collections, call center or equivalent experience
Five years of management experience
Preferred Qualifications:
Significant experience in Revenue Cycle within a hospital or health system environment
Demonstrated success in transforming operations, improving KPIs, and leveraging technology to scale service delivery
Hands-on experience with Epic (EMR), particularly patient financial engagement tools (e.g., MyChart)
*Remote Eligibility:
This position is eligible for remote work for candidates residing in the following states – DC, DE, FL, GA, MD, NC, OH, PA, SC, TN, TX, VA, WV
About Us We are Inova, Northern Virginia’s leading nonprofit healthcare provider. Every day, our 26,000+ team members provide world-class healthcare to the communities we serve. Our people are the reason we're a national leader in healthcare safety, quality and patient experience. And from best-in-class facilities to professional development opportunities, we support them at every step. At Inova, we're constantly striving to be ever better — to shape a more compassionate future for healthcare.
Inova Health System is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy-related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information, or any other characteristics protected by law.
Job Info
Job Identification 680053
Job Category Finance
Posting Date 03/21/2026, 04:00 AM
Locations Inova 8095 - Fairfax East
Degree Level Bachelor's Degree (BA, BS, BSN, etc.)
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