Customer Service & Self-Pay Director

Director Of Customer Service And Self-Pay Revenue Cycle Operations

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 engagementensuring 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

Performance and Experience Optimization