Job Description

Director, Patient Accounting – Business Office Services

Location: Knoxville, TN (Onsite, Monday to Friday)

Schedule: Full-time

About the Role

The Director of Patient Accounting leads the daily operations of Business Office Services in Knoxville, overseeing billing, collections, cashiering, and customer service functions. This role drives strategic initiatives to optimize accounts receivable performance and maximize reimbursement from third-party payers. The Director collaborates with hospital departments and medical staff, ensures compliance with regulatory standards, and manages a team of 4 direct reports and 118 indirect reports. This position reports directly to the Chief Financial Officer (CFO).

Responsibilities

Operational Leadership

• Direct daily operations across billing, credit, collections, cashiering, and customer service
• Develop and implement strategies to manage patient accounts receivable and improve cash collections
• Coordinate with hospital units and medical staff to ensure seamless operations
• Hire, onboard, and assign staff to appropriate work areas
• Provide leadership and oversight to 4 direct reports and 118 indirect reports

Compliance & Integrity

• Maintain internal controls for adjustments, refunds, and cash postings
• Ensure compliance with Medicare, Medicaid, TennCare, and managed care regulations
• Monitor payer performance and maintain system master file integrity
• Recommend policy updates to the VP of Patient Account Services

Performance & Quality

• Establish and track measurable goals using Balanced Scorecard (BSC) methodology
• Analyze cash collections and A/R trends to identify process improvements
• Resolve complex issues including payer delays, patient complaints, and regulatory challenges
• Promote a culture of continuous improvement and accountability

Customer Experience

• Implement staffing and procedural changes based on payer requirements and customer feedback
• Serve as a liaison with patients, physicians, and executive leadership
• Model service excellence and responsiveness in all interactions

Team Development

• Assess training and development needs for managers and staff
• Facilitate monthly team meetings and succession planning
• Foster a collaborative, respectful, and growth-oriented work environment

Resource Stewardship

• Prepare and manage annual operating and capital budgets
• Evaluate and implement technologies to enhance A/R operations
• Promote cost-effective practices and cross-functional collaboration

Qualifications-

Education

• Bachelor’s degree required or equivalent experience

Experience

• Minimum 5 years in hospital business office or equivalent
• Strong knowledge of Medicare, Medicaid, and third-party payer regulations
• Experience in registration, insurance verification, precertification, and financial counseling
• Proven leadership in managing patient accounting operations

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