Director, Life Line Collections

Job Summary

The Director of Collections is responsible for leading a high-performing team dedicated to achieving client key performance indicators (KPIs) related to payment resolution, while ensuring full compliance with all state and federal regulations. This role is instrumental in shaping and executing strategic initiatives to drive the effective collection of outstanding debts. As a seasoned leader with in-depth experience in collection agency operations, the Director will champion operational excellence, optimize department performance, and proactively address challenges. This individual will collaborate closely with internal stakeholders and external business partners to enhance systems, streamline processes, and support overall revenue cycle objectives.

Major Responsibilities/Activities

• Provides overall leadership and strategic direction to the collections team, including goal setting, training, workflow design, and resource allocation to achieve departmental performance goals aligned with company values.
• Develops and executes the department’s strategy while ensuring full compliance with all applicable state and federal regulations, including licensing requirements.
• Oversees customer satisfaction efforts and ensures fulfillment of all contractual obligations within the collections department.
• Ensures timely, accessible, and appropriate communication and responsiveness to both internal and external stakeholders in support of company and team objectives.
• Oversees the accuracy, appropriateness, and timely delivery and presentation of all client reporting related to collections.
• Leads the direction and success of new client onboarding processes post-deployment, ensuring a smooth and effective transition.
• Maintains current and compliant internal and external policies, procedures, and processes, aligning with industry best practices.
• Continuously evaluates and re-engineers operational processes to optimize resource use, leverage technology, meet client expectations, and control costs.
• Champions innovation by identifying and implementing technological or process improvements that enhance team performance and efficiency.
• Collaborates with the SVP to analyze KPI data and rapidly deploy operational advancements, ensuring all options are considered.
• Sets annual departmental and team goals, and ensures ongoing progress through strategic planning and execution.
• Monitors quality and productivity standards through structured QA reviews and performance metrics.
• Leads with visibility and integrity, mentoring leadership team members to achieve their objectives while fostering a culture of accountability and innovation.
• Cultivates a high-performing team culture by encouraging critical thinking, curiosity, process improvement, and a holistic approach to client performance.
• Remains current on industry changes and regulatory developments to ensure compliance and preparedness.
• Conducts all responsibilities professionally and respectfully, in alignment with company values, compliance standards, and applicable laws.
• Consistently supports and exemplifies the company’s mission and core values.
• Fosters a positive, values-based work environment grounded in trust, care, and accountability.
• Facilitates regular team and client-specific meetings—at minimum monthly—to drive progress toward established goals.
• Partners with the SVP to ensure timely and meaningful performance reviews, and makes performance-based compensation recommendations.
• Designs staffing plans and schedules that meet client requirements while optimizing resources and adhering to budget constraints.
• Builds strong, credible relationships with internal stakeholders and external partners, consistently representing the company’s mission and values.
• Actively participates in company-sponsored events to promote culture and engagement.
• Represents the company at industry conferences, trade shows, and related professional events to stay informed and network within the field.
• Perform other duties as assigned. 

Required Education, Skills, & Experience

• Bachelor’s degree or higher in Business, Healthcare Management, or a related field. In lieu of a degree, a minimum of 7–10 years of progressive experience in debt collections is required.
• 7–10 years of experience in healthcare debt collections, with increasing leadership responsibility.
• Proven experience in healthcare financial management, with a strong understanding of the regulatory landscape governing healthcare collections.
• Prior experience in budget oversight and fiscal management.
• Demonstrated success in project management and execution.
• Ability to obtain and maintain state-specific licensing as a debt collection agent.
• Strong knowledge of collection software platforms and reporting requirements.
• Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
• Proven ability to lead, coach, and develop high-performing, diverse teams aligned to strategic business goals.
• Skilled in setting clear team and individual objectives, monitoring performance, and holding team members accountable.
• Experienced in leading change management initiatives and guiding teams through transitions.
• Resilient and decisive, with strong judgment in handling complex organizational challenges.
• Strong analytical and critical thinking abilities, with the capacity to manage multiple priorities and projects.
• Able to interpret complex data and convert it into actionable insights and user-friendly reports.
• Excellent written and verbal communication skills, including presentation delivery and timely follow-up.
• High attention to detail and accuracy.
• Demonstrates professionalism, integrity, and ethical behavior aligned with the organization’s mission and values.
• Maintains confidentiality and handles sensitive medical, financial, and personal information with discretion.
• Able to develop and deliver training programs that support operational goals.
• Proactive in learning and interpreting new laws and directives impacting the business.
• Willingness and ability to travel—sometimes on short notice—for site visits, conferences, or business needs, and to work extended hours when necessary.
• Proficiency in English is necessary for job-related communication, including understanding policies, writing correspondence, and engaging with colleagues or clients.

Preferred Education, Skills, & Experience

• Certified Professional in Healthcare Revenue Cycle (CPHRC) certification
• Multi-practice ambulatory revenue cycle experience 

Working Environment

• The office environment is a controlled indoor setting with minimal exposure to adverse conditions. 
• Noise levels in the office are typically moderate and consistent with a standard office setting. 
• For employees approved to work in a hybrid or remote setting, a quiet, private workspace free from significant distractions is required to ensure productivity during work hours. 
• A reliable internet connection is required for hybrid/remote work. EMS|MC will provide necessary equipment, including a computer, monitor, keyboard, mouse and headset. 

Physical Requirements

• Sitting: frequent and prolonged periods of sitting at a desk while working on a computer. 
• Communication: frequent and prolonged periods of speaking, listening, reading, and writing. 
• Fine motor skills: frequent use of hands for typing and operating a computer mouse.  
• Movement: occasional walking and climbing of stairs; limited bending, kneeling, lifting, and carrying of office-related items.  
• Travel: must be able to travel occasionally to attend required company meetings.