Director, Billing Solutions Center

At LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day. It’s a lofty goal; we know. But we make it happen with the best team in mental healthcare.

Thank you for taking the time to explore a career with us. As the fastest growing mental health practice group in the country, now is the perfect time to join our team!

LifeStance Health Values

• Belonging: We cultivate a space where everyone can show up as their authentic self.

• Empathy: We seek out diverse perspectives and listen to learn without judgment.

• Courage: We are all accountable for doing the right thing - even when it's hard - because we know it's worth it.

• One Team: We realize our full potential when we work together towards our shared purpose.

Role Overview:  

The Director of Billing Solutions oversees the strategic leadership, daily operations, and staff management of the Billing Solutions contact center.  This role ensures excellent customer service, optimizes call center performance, and enhances patient satisfaction while maintaining compliance with healthcare regulations.  The Director is responsible for monitoring and leading the customer service teams while collaborating cross-functionally to drive innovations, process improvement, and alignment with the organization's key initiatives and growth strategies. 

Location: Remote

Compensation: $90,000 - 115,000/annually

Responsibilities:

• Evaluate process improvements to enhance patient and provider experience 

• Track synergies and performance by working directly with analysts, developers, functional leaders and the Division and LifeStance leadership teams 

• Accountable for the supervision and direction of various platform-level administrative departments such as the RCM contact center 

• Responsible for reporting key performance metrics and data regularly in accordance with the company’s strategies and processes  

• Supervise staff from an HR perspective (manages schedule, approves timecards and PTO requests) and oversee functions of the contact center and support teams 

• Handle escalated patient concerns to address satisfaction issues and work with appropriate RCM team members, Provider and/or Management to resolve  

• Partner with CCaaS leader to design and adapt phone IVRs to drive patient experience 

• Facilitate all communication directly and indirectly between the RCM department and other members of the management team 

• Manage and resolve RCM Help Desk Tickets in a timely manner to include resolution of billing, payment plans, and insurance verification checks 

• Manage daily contact center tasks assigned to each specific contact center agent 

• Ensure all contact center agents are signed into contact queues as appropriate 

• Support patient collections with internal and external resources 

• Implement best practices on patient collection processes 

• Analyze and report key performance metrics, patient collection efforts, and operational outcomes to leadership.  

• Develop and maintain the contact center policies and procedures with frequent updates as process improvements are implemented 

• Lead new hire training for all billing solutions center staff including management and agent level to include the Build and maintain quality assurance reviews for the contact center 

• Ensure contact center complies with healthcare regulations, including HIPAA and PCI, and organizational standards  

• Stay updated on industry trends and ensure staff are informed about changes in healthcare regulations and technologies 

• Plan for scalability by assessing and addressing growth needs in staffing, technology, and training 

Skills & Experience: 

•  Bachelor’s degree in a healthcare, business administration, or a related field (or equivalent experience) 

• 5+ years in healthcare revenue cycle management including billing, payments, insurance verification, etc. 

• 5+ years in a leadership role within a contact center or customer service environment 

• Proficiency with electronic medical/health record and associated technologies 

• Experience with contact center tools, analytics platforms (PBI and NICE InContact preferred) 

• Ability to work independently and as a team member 

• Demonstrated ability to lead teams through change, ensuring high morale and productivity 

• Strong written and verbal communication skills with the ability to lead and collaborate cross-functionally. 

• Broad knowledge of clinical and insurance-related terminology 

• Proven ability to manage and resolve escalations effectively and diplomatically with proper documentation 

• Strong problem-solving skills with attention to detail in high-pressure environments 

• LifeStance is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status 

• Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture 

LifeStance is an equal opportunity employer. We celebrate diversity and are fully committed to creating an inclusive work environment for all our employees. Learn more about Diversity, Equity and Inclusion at LifeStance.

Benefits
As a full-time employee of LifeStance Health, the following benefits are offered: medical, dental, vision, AD&D, short and long-term disability, and life insurance. Additional benefits include a 401k retirement savings with employer match, paid parental leave, paid time off, holiday pay and an Employee Assistance Program.