Director, Single Billing Office - HYBRID

Do you want to work at one of the Top 100 Hospitals in the nation? We are guided by our values ofLoveandExcellenceand are passionate about delivering health, not just health care. Come join us at ChristianaCare!

ChristianaCare, with Hospitals in Wilmington and Newark, DE, as well as Elkton, MD, is one of the largest health care providers in the Mid-Atlantic Region. Named one of "America's Best Hospitals" by U.S. News & World Report, we have an excess of 1,100 beds between our hospitals and are committed to providing the best patient care in the region. We are proud to that Christiana Hospital, Wilmington Hospital, our Ambulatory Services, and HomeHealth have all received ANCC Magnet Recognition.

PRIMARY FUNCTION:

The Director, Single Billing Office (SBO) is responsible for the strategic leadership, operational management, and performance outcomes of the organization's centralized patient and guarantor billing functions. This position oversees certain tasks within the post-service revenue cycle, including payment posting, daily cash reconciliation, remittance posting, backend payments, customer service, self-pay accounts receivable, bad debt management, financial assistance program administration, patient statement processing, and mail and document operations.

The Director will ensure efficient, compliant, and patient-centered operations across the SBO, leveraging the Epic system to optimize workflows, drive performance metrics, and enhance the overall patient financial experience. This role requires close collaboration with other Revenue Cycle leaders, Finance, Compliance, Patient Access, IT, and external vendors.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Leadership & Strategic Planning

* Develop and implement strategic plans, goals, and objectives for the SBO in alignment with organizational revenue cycle and patient experience initiatives.

* Lead, mentor, and evaluate departmental managers and staff to achieve high performance, engagement, and professional growth.

* Foster a culture of accountability, collaboration, and continuous improvement.

* Represent the SBO in cross-departmental leadership meetings, presenting performance metrics, trend reports, and strategic updates to senior leadership.

Payment Posting & Daily Cash Reconciliation

* Oversee timely and accurate posting of all patient and payer payments, including electronic remittance advice (ERA) and paper EOB processing.

* Direct daily cash reconciliation processes in partnership with Finance, ensuring all variances are identified and resolved promptly.

Remittance & Backend Payment Functions

* Ensure accurate and compliant remittance posting, payment variance reconciliation, and resolution of underpayments and overpayments.

* Develop procedures to minimize delays and errors in backend payment application.

* Continuously explore available technologies and processes to automate and streamline current state.

SBO Operations

* Direct all operations within the Epic SBO module, ensuring accurate, efficient, and compliant execution of guarantor (self-pay) billing and payment processes.

* Monitor work queues, productivity metrics, and performance dashboards to ensure timeliness and accuracy of account resolution.

* Collaborate with Epic analysts and IT to implement system enhancements, troubleshoot issues, and optimize automation capabilities.

* Serve as a subject matter expert during Epic upgrades or workflow redesigns to ensure minimal disruption to operations.

Customer Service & Patient Interaction

* Oversee the SBO's patient financial services call center, ensuring prompt, courteous, and accurate resolution of patient inquiries, processing of financial assistance applications and establishing payment plans.

* Manage Epic MyChart InBasket functions, including responding to patient messages, verifying insurance coverage, processing insurance submissions, and updating account information.

* Establish quality assurance measures to improve first-contact resolution rates and reduce repeat inquiries.

* Engage directly with escalated or high-profile patient concerns as needed.

Self-Pay AR & Bad Debt Management

* In conjunction with leadership, develop strategies for timely and effective self-pay account follow-up.

* Manage bad debt placement processes, ensuring compliance with policy and regulatory requirements.

* Oversee vendor relationships and monitor recovery performance, including regular performance reviews and contract compliance monitoring.

Financial Assistance Program Administration

* Ensure consistent application of the Financial Assistance policy in accordance with regulatory requirements and community benefit objectives.

Patient Statement Processing

* Direct the production and distribution of patient statements, ensuring accuracy, timeliness, and compliance with state and federal requirements.

* Oversee statement vendor performance, troubleshooting issues as needed.

* Continuously evaluates costs and implements initiatives resulting in an overall reduction.

Mail & Document Operations

* Provide strategic oversight and leadership for mail coordination, paper and electronic document management, administrative support, and operational assistance functions.

* Ensure timely, accurate, and secure handling of incoming and outgoing departmental mail, including monitoring for issues such as returned or misdirected items.

* Oversee scanning, indexing, and routing of physical and electronic documents, ensuring compliance with privacy regulations (e.g., HIPAA) and organizational standards.

Compliance & Reporting

* Ensure all SBO operations comply with HIPAA, CMS, payer regulations, and internal policies.

* Develop and monitor key performance indicators (KPIs) for all functional areas, providing regular reports to executive leadership.

DIRECTION/SUPERVISION OF OTHERS:

* Direct supervision of departmental managers, supervisors, and leads within the SBO.

* Indirect oversight of all staff assigned to SBO functional areas.

* Responsibility for hiring, training, performance evaluations, corrective action, and staff development.

DIRECTION/SUPERVISION RECEIVED:

Vice President, Revenue Cycle

EDUCATION AND EXPERIENCE REQUIREMENTS:

* Bachelor's degree in Business Administration, Healthcare Administration, Finance, or related field required; Master's degree preferred.

* Minimum 8-10 years of progressive healthcare revenue cycle experience, including at least 2 years in a leadership role.

* Demonstrated expertise in Epic SBO or equivalent enterprise billing systems.

* Strong knowledge of payment posting, remittance processing, AR management, financial assistance programs, bad debt collections, and patient statement workflows.

* Proven ability to manage customer service call center, large teams, budgets, and multi-faceted operational processes.

Preferred Qualifications

* Epic SBO Certification or Proficiency.

* Experience with Epic Cash Management module.

* Experience in a large multi-facility health system.

* Revenue Cycle certifications (e.g., CRCR, CHFP).

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

* Extensive understanding of healthcare revenue cycle operations, including payment posting, cash reconciliation, remit posting, self-pay accounts receivable, backend payment processing, financial assistance, bad debt management, and statement processing.

* Advanced knowledge of Epic Single Billing Office functionality, including MyChart integration, InBasket messaging workflows, and insurance submission processes.

* Strong working knowledge of healthcare payer requirements, billing compliance, HIPAA regulations, and patient financial communication best practices.

* Familiarity with federal and state financial assistance regulations and bad debt collection guidelines.

* Advanced communication skills to effectively engage with patients, staff, executives, and external partners.

* Proficiency in Epic SBO, Microsoft Office Suite (Excel, Word, PowerPoint), and data analytics/reporting platforms.

* Ability to manage competing priorities and deliver results in a fast-paced, deadline-driven environment.

* Ability to ensure a patient-centered approach while maintaining organizational financial performance.

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

Post End Date

EEO Posting Statement

ChristianaCare offers a competitive suite of employee benefits to maximize the wellness of you and your family, including health insurance, paid time off, retirement, an employee assistance program. To learn more about our benefits for eligible positions visit https://careers.christianacare.org/benefits-compensation/