Hours of Work :

Days Of Week :

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Job Description :

The Director of Customer Service leads all aspects of the patient communication for the Hospital & Physician accounts receivable, including customer service, MyChart support, inbound correspondence, scanning, payment processing, and complaint resolution. The director partners with Risk Management, Finance, and Quality to support grievance responses and ensure regulatory compliance.

Key Responsibilities:

• Directs multi-channel patient support services, including inbound calls, MyChart inquiries, letters, and emails.
• Oversees resolution of patient complaints and grievances related to billing, in collaboration with Risk and Quality.
• Implement service excellence programs and voice-of-the-customer feedback into process improvements.
• Manages payment collection touchpoints and system-level policies for transparency and fairness.
• Develops reporting tools and satisfaction metrics to enhance financial engagement.
• Enhances Vice Presidents' visibility into patient experiences and issues impacting collections, satisfaction, and brand.
• Provides reporting and feedback loops to senior leadership to align patient service improvements with financial performance.
• Build and sustain a culture of service excellence and team collaboration.
• Apply analytical reasoning and cross-functional insights to resolve patient satisfaction and billing conflicts.

Qualifications:

• Bachelor’s degree required;
• Epic Certification preferred.
• 3 years of leadership experience.

Methodist Health System is a faith-based organization with a mission to improve and save lives through compassionate, quality healthcare. For nearly a century, Dallas-based Methodist Health System has been a trusted choice for health and wellness. Named one of the fastest-growing health systems in America by Modern Healthcare, Methodist has a network of 12 hospitals (through ownership and affiliation) with nationally recognized medical services, such as a Level I Trauma Center, multi-organ transplantation, Level III Neonatal Intensive Care, neurosurgery, robotic surgical programs, oncology, gastroenterology, and orthopedics, among others. Methodist has more than two dozen clinics located throughout the region, renowned teaching programs, innovative research, and a strong commitment to the community. Our reputation as an award-winning employer shows in the distinctions we’ve earned:

• TIME magazine Best Companies for Future Leaders, 2025
• Great Place to Work® Certified™, 2025
• Glassdoor Best Places to Work, 2025
• PressGaney HX Pinnacle of Excellence Award, 2024
• PressGaney HX Guardian of Excellence Award, 2024
• PressGaney HX Health System of the Year, 2024