Director of Patient Experience Exact Billing Solutions(EBS)
Lauderdale Lakes, FL

Salary:$130 - $150

Who We Are

Exact Billing Solutions is a unique team ofrevenue cycle managementprofessionals specializing in the substance use disorder, mental health, and autismcarefields of healthcare services. We have extensive industry knowledge, a deep understanding of the specific challenges of these markets, and a reputation for innovation. With our proprietary billing process, EBS is the oil that brings life to the engines of its partner healthcare companies.

EBSis poised for exponential growth,andwe arebuilding outourteamsto supporttheexpansion ofglobal operations.

Part of the ICBDfamilyoffice portfolio, Exact BillingSolutionscombines entrepreneurial speed with the financial discipline of a self-funded, founder-led organization. Our growth reflects a proven ability to solve complex healthcare challenges with operational precision, scalable systems, and client-first innovation.

Our Origin Story

Exact Billing Solutions was launched to address one of healthcares most persistent challenges: the burden of billing and insurance administration on providers. With firsthand knowledge of how inefficiencies in revenue cycle management drain resources from patient care, our founder built a company dedicated to removing obstacles, accelerating cash flow, and delivering peace of mind toclientsacross specialties.

Recognition & Awards

Exact Billing Solutionscontributes heavily to the success of the broader ICBDfamily officeecosystemand benefits fromtherecognitionawarded to other portfolio companies, including:

• Inc. 5000, 2024 Top 5 Fastest-Growing Private Companies in America (ABA Centers of America)

• EY EntrepreneurOfTheYearU.S. Overall

• Florida Trend Magazine 500 Most Influential Business Leaders

About the Role

The Director of Patient Experience leads the development and execution of strategies that enhance the overall experience of clients and families receiving behavioral therapy services. This role ensures that every interaction reflects the organizations commitment to compassionate, individualized, and family-centered treatment.

Working closely with clinical, operational, and administrative leaders, the Director promotes a culture of empathy, communication, and service excellence across all ABA therapy centers, home-based programs, and telehealth services.

Key Responsibilities

The following are duties and responsibilities that the Revenue Recovery Director shall provide:

• Lead a department of 10+ individuals to perform all key functions of the patient experience team
• Develop and lead a comprehensive behavioral health patient experience strategy aligned with organizational goals and regulatory requirements.
• Develop and establish a metric driven approach to managing patient experience functions, report on performance, and analyze data and KPIs to ensure functions are operating at maximum efficiency.
• Develop and implement a patient experience strategy that supports a culture of empathy and inclusion throughout all levels of the organization
• Develop clear, concise operational plans that reflect key departmental goals and objectives with clear business and project plans as required.
• Lead the Patient Experience team, providing coaching, development, and performance management.
• Identify trends, barriers, and opportunities to improve the patient and family experience across the behavioral health continuum.
• Develop and implement action plans in collaboration with support departments.
• Oversee the patient advocacy function, ensuring timely, sensitive, and effective responses to patient and family concerns or grievances.
• Effectively manages projects to ensure timely achievement of objectives.
• Prepares and develops a variety of financial and operational reports to identify and monitor trends, activity, and report changes.
• Develop appropriate action plans to modify results in accordance with required outcomes.
• Maintain excellent patient, physician, and payer relationships through a proactive customer service-oriented approach. Resolves issues between parties. Refers major issues and provides feedback, analysis, and insight to executive team.
• Continuous Improvement in policies and procedures.
• Cross covers other related administrative positions and performs other duties as assigned/requested.
• Responsible for and managing actions relating to quality audits of team members as well as ensure productivity targets are being met.
• Ensure all patient experience representatives are educated and involved in the performance of the organization.

Requirements

Qualifications

• Highschool diploma or GED or higher

• Minimum of 5 years of progressive leadership experience in patient experience and financial counseling
• Demonstrated success in developing and leading patient experience programs
• Experience with Sales Force and Collaborate MD preferred.

• Strong leadership, collaboration, and communication skills with a high degree of emotional intelligence.
• Ability to analyze data and translate insights into operational and cultural improvements.
• Expertise in conflict resolution, service recovery, and patient advocacy.

Benefits

Outstanding Benefits

• 21 paid days off (15 PTO days, increasing with tenure, plus 6 holidays)

• Flexible Spending Account (FSA) and Health Savings Account (HSA) options

• Medical, dental, vision, long-term disability, and life insurance

• Generous 401(k) with up to 6% employer match

About Exact Billing Solutions

Exact Billing Solutions is committed to building a culture of professionalism, accountability, and operational excellence. We believe billing is more than a back-officefunctionitsa vital part of delivering quality healthcare. By hiring individuals with the right blend ofexpertise, integrity, and client focus, we empower providers to thrive while making the business of healthcare more efficient and sustainable.

Join our mission and help transform healthcare billing with precision and purpose!