Director, Merchant Services & Compliance

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🔥 14 minutes ago

🏈 Ohio – Remote

🏈 Ohio – Remote

⏰ Full Time

🔴 Lead

🚔 Compliance

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Bon Secours Mercy Health

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2018

⚕️ Healthcare Insurance

Healthcare Insurance

Bon Secours Mercy Health is a leading health care organization committed to transforming health care delivery and services through strategic innovation and compassionate care. Operating hospitals and clinical sites in the U. S. and Ireland, the organization focuses on extending health care access, improving patient outcomes, and enhancing value through emerging technologies and strategic partnerships. With a commitment to service and stewardship, Bon Secours Mercy Health also prioritizes enhancing the quality of life for underserved communities while advocating for sustainability. The organization’s initiatives include digital innovation, diversified growth through investments and partnerships, and providing high-value care across its core clinical operations.

📋 Description

• Own the enterprise merchant services program, including roadmap, policies/standards, and operating model across hospitals, clinics, and international locations • Establish and maintain governance for merchant account setup, device standards, processor/acquirer relationships, fee structures, chargeback/dispute handling, and exception management • Serve as the primary Treasury liaison for payment acceptance strategy, ensuring alignment with broader cash management and treasury priorities • Oversee day-to-day merchant operations, including onboarding new locations/merchant IDs, terminal and gateway provisioning, payment channel support, and incident/escalation management • Ensure seamless integration and uptime across systems such as EHR/PM platforms, patient portals, payment gateways, IVR/call center payments, and point-of-sale solutions • Works with RevCycle to maintain documented procedures and controls for settlements, reconciliation, refunds, voids, and adjustments—ensuring timely and accurate posting to GL and patient accounting systems • Analyze and optimize end-to-end costs of acceptance (interchange, assessments, processor/acquirer fees, gateway fees, device costs, and third-party tools) • Assist the VP in pricing and contract negotiations; develop business cases for new capabilities (e.g., tokenization, network tokens, APMs, digital wallets, account updater) • Establish KPIs and dashboards (authorization rates, decline reasons, chargeback ratios, fraud losses, refund cycle time, settlement timing, uptime, cost per transaction) • Partner closely with Information Security efforts to maintain compliance with applicable payment standards and internal controls (e.g., PCI DSS, data protection/privacy requirements, segmentation and secure payment flows) • Partner with Information Security and Compliance to implement tokenization, encryption, secure key management, and vendor risk management practices • Oversee chargeback/dispute processes, fraud mitigation tools, and monitoring controls to reduce losses and operational risk • Manage relationships with acquirers, processors, payment gateways, POS vendors, device providers, and fraud/dispute platforms • Coordinate cross-functional stakeholders (Revenue Cycle, IT, Security, Compliance, Finance, Operations) to ensure successful implementations and adoption • Drive service-level expectations and performance reviews; resolve complex operational issues and ensure accountability • Lead enterprise implementations and upgrades (new gateways, device refreshes, e-commerce enhancements, digital wallet rollouts, recurring payment improvements) • Standardize and simplify merchant services processes across acquired facilities and newly opened locations • Promote a patient-friendly payment experience while balancing cost, risk, and compliance requirements • Manage and develop a team responsible for merchant setup, support, reconciliation, dispute management, and vendor coordination (direct reports and/or matrix resources) • Create a culture of customer service, ownership, continuous improvement, and strong controls • Provide training and communications to operational and clinical-site stakeholders regarding payment standards and procedures

🎯 Requirements

• Bachelor’s degree in Finance, Accounting, Business, Information Systems, or related field (or equivalent experience) • 7+ years of progressive experience in merchant services, payment acceptance, treasury operations, revenue cycle payments, or closely related areas • 3+ years of people leadership or program leadership experience (direct and/or matrix management) • Deep knowledge of card acceptance ecosystems: acquirer/processor models, interchange/fees, settlement, reconciliation, chargebacks/disputes, and payment gateways • Demonstrated experience leading cross-functional initiatives in complex, multi-site environments • Strong analytical skills; ability to model costs, evaluate contracts, and quantify ROI and operational impact • Excellent communication and stakeholder management skills, including the ability to translate technical payment concepts for non-technical audiences. • Preferred CTP (Certified Treasury Professional), PMP, Lean/Six Sigma, PCI-related training • Experience in healthcare (provider, payer, or health services) and familiarity with patient payment workflows • Experience supporting both U.S. and international payment acceptance (multi-currency, local acquiring, regional payment methods) • Working knowledge of PCI DSS requirements and secure payment architecture (tokenization, encryption, P2PE, hosted payment pages) • Experience with major payment gateways/processors and EHR/PM/payment integrations. • Experience working with AI (Artificial Intelligence) through large language models through AI engines such as Co-Pilot

🏖️ Benefits

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible) • Medical, dental, vision, prescription coverage, HSA/FSA options, life insurances, mental health resources and discounts • Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders • Tuition assistance, professional development and continuing education support