JFK Johnson Rehabilitation Institute
DIRECTOR, CUSTOMER SERVICE
JFK Johnson Rehabilitation Institute, Edison, New Jersey, us, 08818
Director, Customer Service
HMH HOSPITALS CORPORATION Edison, New Jersey
Requisition # 2025-172646
Shift: Day
Status: Full Time with Benefits
Overview Our team members are the heart of what makes us better. At
Hackensack Meridian Health
we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.
Together, we keep getting better — advancing our mission to transform healthcare and serve as a leader of positive change.
Director of Customer Service responsibilities
Oversees the HMH customer service call center, self-pay collections, payment plans, self-pay vendor partnerships, and bad debt account placement and management areas.
Develops patient-friendly statements that clearly communicate the patient's responsibility to minimize patient confusion and encourage quick payment or account resolution.
Develops best practice patient self-service account resolution options, including electronic billing, self-service payment plans, self-service financial assistance applications, and automatic payment options.
Develops automated account resolution options where feasible to standardize results and minimize errors.
Directs customer service department performance and productivity as it relates to self-pay accounts receivable (AR).
Directs self-pay accounts and their life cycle with all connected aspects, such as collection activity on self-pay accounts, customer service, patient accounts receivable, self-pay financial counseling, charity care referrals, and referrals to outside collection agencies across HMH.
Directs the HMH Customer Service Call Center volumes and metrics to monitor for quality and timely interactions with callers, ensuring patient satisfaction is met, a low abandon rate is maintained, and HIPAA and PCI compliance is met.
Develops and monitors self-pay dashboards to ensure timely and effective resolution of self-pay AR, including self-pay AR days, aging, charity care, and bad debt.
Monitors data against regional and national benchmarks as well as industry-leading key performance indicators.
Maintains current knowledge of programs and assistance for the uninsured. This includes but is not limited to NJ Medicaid, Charity Care, Exchange product offerings, copay assistance, and drug replacement programs.
Responsible for the HMH financial counseling team training, procedures, and guidance, providing ongoing training, workflows, and procedures for the Financial Counselors to support the Patient Access Team.
Ensures a seamless patient financial experience, utilizing available tools to encourage patients to resolve accounts using self-service tools where possible.
Works with HMH PFAC to receive regular feedback on patient billing and resolution processes to achieve best practice patient billing and collection practices.
Ensures compliance with federal and state laws, including 501r, no surprises, and price transparency regulations.
Continuously improves work processes, leading network-wide process improvement initiatives, seeking opportunities for improvement where others cannot, and effectively separating tasks into efficient workflows.
Responsible for the Charity Care Quarterly Audits.
Responsible for the Compassionate Care II and III applications and approvals.
Supports Global Health with estimates and financial services for the international patient population and governmental agencies.
Other duties and/or projects as assigned.
Adheres to HMH Organizational competencies and standards of behavior.
Qualifications – Education, Knowledge, Skills and Abilities Required
Bachelor's degree in Business, Healthcare Administration, or Finance.
Minimum of 5 years of management work experience in healthcare receivables, health insurance claims processing, or healthcare customer service.
Extensive knowledge of Federal and State regulations and mandates relating to patient self-pay collections.
Excellent customer service acumen.
Strong leadership skills.
Good written and verbal communication skills.
Strong financial management skills.
Excellent knowledge of information technology and management information systems.
Proficient computer skills that include Google Suite platforms and/or Microsoft Office.
Education, Knowledge, Skills And Abilities Preferred
Master's degree in Business, Healthcare Administration, or Finance.
Member of a nationally recognized professional organization, a plus, such as the Healthcare Financial Management Association (HFMA).
Compensation Minimum rate of $180,918.40 Annually
HMH is committed to pay equity and transparency. The posted rate is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market‑competitive total rewards package.
Job Duties The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non‑discriminatory factors, including but not limited to labor market data, experience, education and certifications, skills, geographic location, internal equity, and budget and grant funding.
Some jobs may also be eligible for performance‑based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts.
In addition to our compensation for full‑time and part‑time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.
HACKENSACK MERIDIAN HEALTH (HMH) IS AN EQUAL OPPORTUNITY EMPLOYER All qualified applicants will receive consideration for employment without regard to age, race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, breastfeeding, genetic information, or any other protected status.
Our Network Hackensack Meridian Health (HMH) is a Mandatory Influenza Vaccination Facility.
Awards We’ve Received
2025: US News & World Report – HUMC – #1 Hospital in NJ & #1 in NY Metro Area
2025: US News & World Report – Joseph M. Sanzari Children’s Hospital – #1 Children’s Hospital in NJ and #3 Children’s Specialties in the Nation
2025: US News & World Report – JSUMC – #5 Hospital in NJ
2025: US News & World Report – John Theurer Cancer Center at HUMC – Ranked Nationally
2025: US News & World Report – HUMC – Best Hospitals Honor Roll
2025: Becker’s Hospital Review – 7 HMH Institutions Named Among Becker’s Top 100
2025: Newsweek – Hackensack Meridian Health – America’s Greatest Workplaces for Mental Well‑Being 2025
2025: Newsweek – Best Hospitals USA – HUMC – #59
JOBS FOR YOU
Wellness Center Ambassador HMH PHYSICIAN SERVICES, INC. – Paramus, New Jersey
Scheduling Coordinator - Physician Practice HMH PHYSICIAN SERVICES, INC. – Hackensack, New Jersey
RN Program Educator for PCT Apprenticeship- PT Days – HMH HOSPITALS CORPORATION – Edison, New Jersey
Pharmacy Technician - Per Diem – JFK University Medical Center – Edison, New Jersey
Licensed Practical Nurse - Urgent Care - Physician Practice HMH PHYSICIAN SERVICES, INC. – Brick, New Jersey
Registered Nurse - MICU - P/T with Benefits – Days – JERSEY SHORE UNIVERSITY MEDICAL CENTER – Borough of Neptune City, New Jersey
Registered Nurse - MICU - F/T Nights – JERSEY SHORE UNIVERSITY MEDICAL CENTER – Borough of Neptune City, New Jersey
Medical Receptionist - OBGYN - Physician Practice HMH PHYSICIAN SERVICES, INC. – Asbury Park, New Jersey
Medical Assistant - Primary Care - Physician Practice HMH PHYSICIAN SERVICES, INC. – Avenel, New Jersey
Registered Nurse - CC Adult Psych & Addiction Unit - P/T without Benefits Evenings – HMH CARRIER CLINIC INC – Belle Mead, New Jersey
Mental Health Technician - General Adult Unit - Carrier Clinic - Full Time Nights – HMH CARRIER CLINIC INC – Belle Mead, New Jersey
Join Us We help our patients live better, healthier lives — and we help one another succeed. Competitive benefits are just the beginning. It’s also about how our team members support one another and show up for our community. Together, we’re ready to transform health care and advance our mission to serve as a leader of positive change.
Join us and let’s keep getting better together.
#J-18808-Ljbffr
Requisition # 2025-172646
Shift: Day
Status: Full Time with Benefits
Overview Our team members are the heart of what makes us better. At
Hackensack Meridian Health
we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.
Together, we keep getting better — advancing our mission to transform healthcare and serve as a leader of positive change.
Director of Customer Service responsibilities
Oversees the HMH customer service call center, self-pay collections, payment plans, self-pay vendor partnerships, and bad debt account placement and management areas.
Develops patient-friendly statements that clearly communicate the patient's responsibility to minimize patient confusion and encourage quick payment or account resolution.
Develops best practice patient self-service account resolution options, including electronic billing, self-service payment plans, self-service financial assistance applications, and automatic payment options.
Develops automated account resolution options where feasible to standardize results and minimize errors.
Directs customer service department performance and productivity as it relates to self-pay accounts receivable (AR).
Directs self-pay accounts and their life cycle with all connected aspects, such as collection activity on self-pay accounts, customer service, patient accounts receivable, self-pay financial counseling, charity care referrals, and referrals to outside collection agencies across HMH.
Directs the HMH Customer Service Call Center volumes and metrics to monitor for quality and timely interactions with callers, ensuring patient satisfaction is met, a low abandon rate is maintained, and HIPAA and PCI compliance is met.
Develops and monitors self-pay dashboards to ensure timely and effective resolution of self-pay AR, including self-pay AR days, aging, charity care, and bad debt.
Monitors data against regional and national benchmarks as well as industry-leading key performance indicators.
Maintains current knowledge of programs and assistance for the uninsured. This includes but is not limited to NJ Medicaid, Charity Care, Exchange product offerings, copay assistance, and drug replacement programs.
Responsible for the HMH financial counseling team training, procedures, and guidance, providing ongoing training, workflows, and procedures for the Financial Counselors to support the Patient Access Team.
Ensures a seamless patient financial experience, utilizing available tools to encourage patients to resolve accounts using self-service tools where possible.
Works with HMH PFAC to receive regular feedback on patient billing and resolution processes to achieve best practice patient billing and collection practices.
Ensures compliance with federal and state laws, including 501r, no surprises, and price transparency regulations.
Continuously improves work processes, leading network-wide process improvement initiatives, seeking opportunities for improvement where others cannot, and effectively separating tasks into efficient workflows.
Responsible for the Charity Care Quarterly Audits.
Responsible for the Compassionate Care II and III applications and approvals.
Supports Global Health with estimates and financial services for the international patient population and governmental agencies.
Other duties and/or projects as assigned.
Adheres to HMH Organizational competencies and standards of behavior.
Qualifications – Education, Knowledge, Skills and Abilities Required
Bachelor's degree in Business, Healthcare Administration, or Finance.
Minimum of 5 years of management work experience in healthcare receivables, health insurance claims processing, or healthcare customer service.
Extensive knowledge of Federal and State regulations and mandates relating to patient self-pay collections.
Excellent customer service acumen.
Strong leadership skills.
Good written and verbal communication skills.
Strong financial management skills.
Excellent knowledge of information technology and management information systems.
Proficient computer skills that include Google Suite platforms and/or Microsoft Office.
Education, Knowledge, Skills And Abilities Preferred
Master's degree in Business, Healthcare Administration, or Finance.
Member of a nationally recognized professional organization, a plus, such as the Healthcare Financial Management Association (HFMA).
Compensation Minimum rate of $180,918.40 Annually
HMH is committed to pay equity and transparency. The posted rate is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market‑competitive total rewards package.
Job Duties The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non‑discriminatory factors, including but not limited to labor market data, experience, education and certifications, skills, geographic location, internal equity, and budget and grant funding.
Some jobs may also be eligible for performance‑based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts.
In addition to our compensation for full‑time and part‑time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.
HACKENSACK MERIDIAN HEALTH (HMH) IS AN EQUAL OPPORTUNITY EMPLOYER All qualified applicants will receive consideration for employment without regard to age, race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, breastfeeding, genetic information, or any other protected status.
Our Network Hackensack Meridian Health (HMH) is a Mandatory Influenza Vaccination Facility.
Awards We’ve Received
2025: US News & World Report – HUMC – #1 Hospital in NJ & #1 in NY Metro Area
2025: US News & World Report – Joseph M. Sanzari Children’s Hospital – #1 Children’s Hospital in NJ and #3 Children’s Specialties in the Nation
2025: US News & World Report – JSUMC – #5 Hospital in NJ
2025: US News & World Report – John Theurer Cancer Center at HUMC – Ranked Nationally
2025: US News & World Report – HUMC – Best Hospitals Honor Roll
2025: Becker’s Hospital Review – 7 HMH Institutions Named Among Becker’s Top 100
2025: Newsweek – Hackensack Meridian Health – America’s Greatest Workplaces for Mental Well‑Being 2025
2025: Newsweek – Best Hospitals USA – HUMC – #59
JOBS FOR YOU
Wellness Center Ambassador HMH PHYSICIAN SERVICES, INC. – Paramus, New Jersey
Scheduling Coordinator - Physician Practice HMH PHYSICIAN SERVICES, INC. – Hackensack, New Jersey
RN Program Educator for PCT Apprenticeship- PT Days – HMH HOSPITALS CORPORATION – Edison, New Jersey
Pharmacy Technician - Per Diem – JFK University Medical Center – Edison, New Jersey
Licensed Practical Nurse - Urgent Care - Physician Practice HMH PHYSICIAN SERVICES, INC. – Brick, New Jersey
Registered Nurse - MICU - P/T with Benefits – Days – JERSEY SHORE UNIVERSITY MEDICAL CENTER – Borough of Neptune City, New Jersey
Registered Nurse - MICU - F/T Nights – JERSEY SHORE UNIVERSITY MEDICAL CENTER – Borough of Neptune City, New Jersey
Medical Receptionist - OBGYN - Physician Practice HMH PHYSICIAN SERVICES, INC. – Asbury Park, New Jersey
Medical Assistant - Primary Care - Physician Practice HMH PHYSICIAN SERVICES, INC. – Avenel, New Jersey
Registered Nurse - CC Adult Psych & Addiction Unit - P/T without Benefits Evenings – HMH CARRIER CLINIC INC – Belle Mead, New Jersey
Mental Health Technician - General Adult Unit - Carrier Clinic - Full Time Nights – HMH CARRIER CLINIC INC – Belle Mead, New Jersey
Join Us We help our patients live better, healthier lives — and we help one another succeed. Competitive benefits are just the beginning. It’s also about how our team members support one another and show up for our community. Together, we’re ready to transform health care and advance our mission to serve as a leader of positive change.
Join us and let’s keep getting better together.
#J-18808-Ljbffr