Director Patient Financial Services - Support Services

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Children's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care-and your career.

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A Brief Overview

The Director of Support Services within Patient Financial Services (PFS) is a strategic, people-centered leader responsible for guiding core revenue cycle functions-including payment posting, credit resolution, self-pay management, and vendor partnerships. This hybrid, Monday-Friday role offers the opportunity to lead high-impact work that directly supports accurate financial operations and an exceptional patient experience.

This leader will oversee three direct reports and a team of approximately 200 staff, including permanent employees, contingent workers, and vendor partners. The director sets a strong people-leadership tone by developing leaders, fostering engagement, and building high-performing teams. They ensure timely, accurate payment posting; effective credit resolution; robust financial controls; and continuous process improvements that enhance efficiency and compliance.

In self-pay management, the director champions compassionate, patient-focused approaches that balance organizational goals with meaningful support for patients and families. The role also manages critical vendor relationships to ensure high-quality performance and alignment with CHOP's standards.

This position is ideal for a collaborative, mission-driven people leader who excels at developing talent, optimizing processes, and elevating the financial experience for patients and families.

The Director of Support Services will work a hybrid schedule, reporting onsite one day per week, as well as for quarterly, leadership, and ad-hoc meetings. Standard hours are Monday-Friday, 8:00 AM-5:00 PM.

What you will do

• Provide leadership and strategic direction for patient financial experience initiative at CHOP, including cost estimation and customer service functions.
• Provides leadership for the Patient Financial Experience, which ensures families receive timely and consistent communication related to their financial obligations, benefits, and cost share within all touch points across CHOP
• Provide leadership for payment processing, credit balance resolution, and training functions
• Monitors and assures attainment of financial goals and makes recommendations for performance improvement strategies when targets are not met.
• Development of dashboards, analytics and technology improvements to ensure streamlined processes

Education Qualifications

• Bachelor's Degree Required
• Master's Degree Preferred

Experience Qualifications

• At least five (5) years leadership experience in Patient Financial Services Required
• At least seven (7) years leadership experience in Patient Financial Services Preferred

Skills and Abilities

• Superb leadership qualities; a consensus builder able to work both independently and collaboratively.
• Action oriented; proven track record of achieving agreed-upon goals.
• Facilitator with excellent presentation skills.
• Highly energetic with a collaborative style.
• Extremely skilled communicator with a style that engenders trust and accountability with those with whom he/she works.
• Thinks proactively and strategically with sound business and strategic planning skills.
• Ability to maneuver through complex political situations effectively and quietly; informal influence skills.
• Emphasizes team goals with a common purpose and seeks win-win solutions. Takes ownership for projects, programs and services, and accepts accountability for results.
• Strong sense of ethics consistent with those of The Children's Hospital of Philadelphia.
• Project management skills.
• Solid working knowledge of process innovation methodology.

Licenses and Certifications

• Certified Revenue Cycle Representative (CRCR) - Healthcare Financial Management Association (HFMA) - - Preferred
• Hospital Business Institute (HBI) Certification - Hospital Business Institute - - Preferred

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must receive an annual influenza vaccine. Learn more.

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SALARY RANGE:

Salary ranges are shown for full-time jobs. If you're working part-time, your pay will be adjusted accordingly.

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At CHOP, we are committed to fair and transparent pay practices. Factors such as skills and experience could result in an offer above the salary range noted in this job posting. Click here for more information regarding CHOP's Compensation and Benefits.