Network Director of Customer Serivce

South Burlington, VT
Location and Address
Location Address: 40 IDX Drive, South Burlington Vermont
Building Name
Building Name: UVMMC - 40 IDX Drive
UVMMC - Revenue Cycle
Schedule Full Time / Regular
Standard Hours
Day (United States of America)
Primary Shift
8:00 am - 4:30 pm
Weekend Needs
Weekend Needs
Elinor Janeway
Job Requisition ID

Job Description


The Health Network Director of Customer Service is responsible for the strategic design, implementation and management of systems and operations for multiple revenue cycle functions, including: Financial Counseling, Billing Customer Service, Self-Pay A/R, and Collections. The Director has operational accountability for related IT applications, systems support, training and analysis, reporting, and business process development. The Director is responsible for aligning the strategic plan of the organization with the department’s goals.   They are responsible for developing and implementing enterprise wide operational plans for best practice models of self-pay collection, dispute resolution, and financial assistance operations to ensure business processes support organizational objectives in finance and patient care. The Director will develop and manage efficient and effective workflows, achieve financial and operational targets and direct complex business processes across multiple locations and hours of operation. The director ensures department practice is compliant with state and federal regulations.

The Director is responsible for the operations of the Customer Service and Account Resolution Call Center. This includes: the inbound call center for multiple organizations: physician and hospital patient billing questions, outbound call center for self-pay A/R, statement processing, patient correspondence and collection agency management.


Requires a Bachelor's Degree in business, finance, accounting or related field. The ideal candidate will have a Master's Degree with an emphasis in health care, business, or finance.


Must have at least 10 years of progressively responsible management experience. The ideal candidate will possess management experience in revenue cycle operations and customer focused call center operations. Excellent track record for managing complex operational processes and systems integration in a complex health care environment is strongly preferred. Experience in business cycle redesign strongly recommended.