Dir, 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.

Experience Basic Qualifications:

• Minimum of six (6) years of experience in data analytics, clinic/hospital operations, health care billing and collections, or relevant experience
• Minimum three (3) years of progressively responsible leadership experience in Patient Financial Services, Revenue Cycle operations, or a related healthcare financial services environment with direct reports.

Education

• Bachelors degree in health care administration, business administration, or related field or four (4) years of experience in a directly related field.
• High School Diploma or General Education Development (GED) required.

License, Certification, Registration

• N/A

Additional Requirements

• Demonstrated experience overseeing billing, collections, medical financial assistance, and patient billing customer service functions.
• Proven ability to lead managers and complex operational teams in a regulated healthcare environment.
• Experience managing regulatory compliance, risk mitigation, and operational performance improvement initiatives.

Preferred Qualifications

• N/A

Primary Location: Hawaii,Wailuku,Maui Mem. Wili Pa Loop Building

Scheduled Weekly Hours: 40

Shift: Day

Workdays: Mon, Tue, Wed, Thu, Fri,

Working Hours Start: 08:00 AM

Working Hours End: 05:00 PM

Job Schedule: Full-time

Job Type: Standard

Worker Location: Onsite

Employee Status: Regular

Employee Group/Union Affiliation: NUE-MHS-01|NUE|Non Union Employee

Job Level: Director/Senior Director

Department: MAUI MEMORIAL MEDICAL CENTER - Rev Cycle Administration - 3601

Pay Range: $134500 - $174020 / year

Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.

Travel: Yes, 15 % of the Time

Work Setting: Onsite

Worker location must align with Kaiser Permanente's Authorized States policy.

Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.