Director, Patient Financial Services - MHS

Job Summary:

The Director, Patient Financial Services is responsible for achieving high performance across all Patient Financial Services operations for Maui Health System, including hospital and professional billing, charge entry, cash posting, collections, medical financial assistance, and patient billing customer service. The position provides strategic and operational leadership to ensure financial performance, regulatory compliance, and a patient centered financial experience.

This role leads the development and execution of patient financial services strategies that support organizational revenue cycle objectives while maintaining compliance with applicable federal, state, and local regulations governing billing and collections. The Director serves as a key member of the Revenue Cycle leadership team and partners with executive, physician, clinical, and operational leaders to support decisions impacting all areas of the Revenue Cycle. The position provides leadership in management reporting, operational analysis, and continuous improvement initiatives to improve performance and patient satisfaction.

Essential Responsibilities:

• Patient Financial Services Leadership
• Directs and manages end to end Patient Financial Services operations, including charge entry, hospital and professional billing, cash posting, collections, medical financial assistance, and billing customer service.
• Establishes performance standards, operational controls, and governance structures to ensure compliant, efficient, and effective patient financial operations.
• Provides oversight of management reporting, operational metrics, and financial analysis to support decision making and performance improvement.
• Participates in organizational and Revenue Cycle leadership discussions impacting policy, strategy, and resource allocation.
• Collections Strategy and Oversight
• Provides strategic leadership and oversight for collections operations, including resolution of complex and escalated accounts.
• Ensures collections practices are compliant, ethical, and patient sensitive, balancing financial stewardship with patient access and experience.
• Reviews trends related to denials, bad debt, recoveries, and payment plans to identify root causes and implement corrective actions.
• Oversees internal teams and external vendor relationships to ensure timely and accurate collections outcomes.
• Customer Relations and Patient Experience
• Oversees patient billing customer service operations, including inquiry resolution, complaint management, and escalation handling related to patient financial concerns.
• Establishes service standards, escalation pathways, and communication protocols to ensure timely, accurate, and compassionate responses to patient inquiries.
• Uses patient feedback, service metrics, and complaint trends to inform service improvement initiatives and staff education.
• Promotes transparency, clarity, and fairness in patient financial communications to support positive patient experiences.
• Compliance, Risk, and Governance
• Maintains full compliance with regulatory and legal requirements related to billing, collections, financial assistance, and patient communications.
• Identifies regulatory, financial, and reputational risks and implements controls and escalation pathways to mitigate exposure.
• Partners with compliance, legal, and audit functions as needed to address compliance risks and findings.
• Leadership and Staff Development
• Leads and develops management and supervisory staff within Patient Financial Services, including collections and customer relations functions.
• Establishes clear expectations for accountability, performance, and service excellence.
• Serves as a role model for ethical behavior, collaboration, cultural humility, and continuous improvement.
• Ensures staffing, training, and organizational structures support operational and strategic goals.