We are seeking an Associate Director, Third-Party Billing (TPP) and Student Payments (ADTPBSP) who will report to the Director of University Student Accounts and will oversee a shared service team within the Johns Hopkins University’s (JHU) Student Account and Enrollment Management (SEAM) team. SEAM Student Accounts is a Shared Services Center responsible for all tuition and fee billing (including third-party billing), student payments, refunds, collections, and 1098-T tax reporting supporting all nine Johns Hopkins University schools. The ADTPBSP oversees a staff of six full-time employees. The ADTPBSP will be responsible for the third-party payer sponsorship process across all ten schools within Johns Hopkins University. On average, JHU processes over $250,000,000 in third-party billing annually for the university. The ADTPBSP must provide leadership in the overall management of Third-Party Payments, including planning, supervision, and process improvement recommendations; design, championing, and implementing process enhancements to improve the student experience continually; and provide excellent customer service to the school partners, students, and their families. The ADTPBSP maintains adequate internal controls and creates a positive working environment that supports continuous improvement. They will evaluate processes for efficiency and effectiveness on an ongoing basis, directly manage staff, and serve as second in command to the Director of University Student Accounts in their absence. The ADTPBSP directly supports the Director of University Student Accounts in managing and timely resolving university-wide Student Accounts matters. Functions under the ADTPBSP include direct oversight of third-party student billing and invoicing, managing sponsor relationships, and sponsor reconciliations. Additionally, this person will oversee student payments, and the accuracy and completeness of student financial transactions as recorded in the student billing system and other duties as assigned.

Specific Duties & Responsibilities

Manage Shared Service Team

• Lead the daily operations of a shared service team responsible for billing and invoicing third-party sponsors and posting student payments, ensuring accuracy and timeliness.

• Student Payment Management Supervise the management of student payments, ensuring timely and precise application of payments to student accounts.
  

KPI Management

• Develop, monitor, and ensure the achievement of key performance indicators (KPIs) related to case management, billing accuracy, and payment processing efficiency.

Resource Allocation

• Optimize resource allocation to ensure the team can effectively meet case management KPIs and standard processing timelines.

Billing and Invoicing

• Develop, implement, and manage procedures for accurate and timely billing and invoicing of third-party sponsors, maintaining solid relationships with university billing sponsors.

Reporting and Analysis

• Organize and summarize third-party payment (TPP) data for regular and ad-hoc reporting, providing insights and actionable recommendations to senior management.

Process Optimization

• Identify, design, and implement process improvements to enhance efficiency, accuracy, and effectiveness in Third-Party Billing and Payments' billing, invoicing, and payment application processes.

Compliance and Policy Adherence

• Ensure all third-party billing and invoicing activities comply with relevant regulations, university policies, and sponsor agreements.

Stakeholder Collaboration

• Collaborate with internal and external stakeholders, including sponsors, students, and university divisional partners, to resolve issues and improve service delivery.

Training and Development

• Provide training and development opportunities for team members to enhance skills and knowledge related to third-party invoicing and student payment processing.

Technology Utilization

• Leverage technology and software tools to streamline processes, enhance reporting capabilities, and improve the overall efficiency of third-party invoicing and student payment operations.

Issue Resolution

• Address and resolve any issues or discrepancies related to third-party invoicing and student payments promptly and effectively, ensuring minimal disruption to student accounts.

Strategic Planning

• Contribute to the strategic planning and development of the Student Accounts Operations department, aligning third-party invoicing and student payment operations with the overall goals and objectives of the university.

Customer Service Excellence

• Maintain high customer service standards, ensuring that inquiries and concerns from sponsors and students are handled professionally and promptly.
• Effective Customer Service Strategies. Develop strategies and lead transformational efforts to improve customer service in the third-party functions for efficiency and effectiveness.

Case Management

• Lead/Manage an average of 5k annual TPP and payment inquiry cases in the Student Case Management System for SEAM and ensure key performance indicators are met for all 10 university schools.
• Ensure detailed records of each case's interactions, decisions, and actions are maintained in the case management system.
• Utilize critical thinking and problem-solving skills to navigate complex cases and achieve positive outcomes.
• Contribute to the continuous improvement of case management processes and student support services.
• As requested, prepare reports and presentations on case management activities and outcomes for leadership.

Special Knowledge, Skills, or Abilities

• In-depth knowledge of third-party billing and payment processes: Extensive understanding of billing and invoicing procedures for third-party sponsors and familiarity with student payment management and related financial processes.
• Data Analysis and Reporting - Strong analytical skills to organize, summarize, and interpret third-party payment data.
• Process Optimization - Expertise in identifying inefficiencies and implementing process enhancements to improve billing, invoicing, and payment management.
• Key Performance Indicator (KPI) Management: Ability to track and analyze performance metrics to ensure operational goals are met.
• Leadership and Team Management - Strong leadership skills to manage and develop a shared service team.
• Effective Communication - Ability to convey complex information orally and in writing.
• Attention to Detail - High level of accuracy and attention to detail in managing billing, invoicing, and payment data.
• Time Management and Organization - Ability to manage multiple tasks and priorities effectively to meet deadlines.
• Continuous Improvement Mindset - Commitment to fostering a culture of continuous improvement and excellence in service delivery.

• Bachelor’s Degree in Finance, Accounting, Business Management or related field required.
• Seven (7) years of progressively related experience required, including supervisory experience.
• Additional education may substitute for required experience to the extent permitted by the JHU equivalency formula.

• Experience in higher education and accounts receivable/billing is highly desired.
• Experience with student information systems, Salesforce, and OnBase is highly preferred.

Classified Title: Associate Director, Student Accounts 
Job Posting Title (Working Title): Associate Director, Third-Party Billing and Student Payments   
Role/Level/Range: ATP/04/PE  
Starting Salary Range: $73,300 - $128,300 Annually (Commensurate with experience) 
Employee group: Full Time 
Schedule: Monday-Friday/8:30am-5:30pm 
Exempt Status: Exempt 
Location: Hybrid/Homewood Campus 
Department name: ​​​​​​​SEAM Student Accounts 
Personnel area: University Student Services