Carilion Clinic Shared Services Director in Roanoke, Virginia

Job Summary

Be at your best with an organization that equips you to do so. Whose people unite in making lives better. At Carilion Clinic, we help communities stay healthy and our region grow stronger through compassionate care, medical education and research, and neighborhood outreach. As part of our team you can expect professional stability, strong technological resources, and the advancement potential of a regional leader.

Based in Roanoke, VA, we are an award-winning, community-based network of hospitals, primary and specialty physician practices, and affiliations with prestigious academic medical institutions. Explore how joining a regional leader can enhance your ability to learn, grow, and succeed.

The Shared Services Director is responsible for the overall operations, services and resources of the shared services organization. The Director balances key responsibilities of managing team members, tracking, reporting on and improving operations and develop relationships with customers and key stakeholders. The Director is also responsible for identifying and integrating new processes into the shared services scope. The Director reports to the VP of Accounting and directly manages the Managers and Team Leads within shared services.

  1. Oversee the efficient processing of transactions, operations, and inquiry management within the Shared Services function. Plan and execute activities to create an energetic work environment.

  2. Responsible for developing and monitoring service level agreements (SLAs) and key performance indicators (KPIs) that align with shared services objectives. Meet with shared services leaders to review SLAs, KPIs and opportunities for improvement.

  3. Identify areas for continuous improvement and growth, including managing the addition of new functions and processes into the shared services model. Meet with customers of shared services to learn about experience and gather feedback.

  4. Plan and provide continuity and succession planning for organization’s key team members.

  5. Work with and communicate to key stakeholders and customers to develop relationships and find ways to improve service.

  6. Conduct full performance appraisals and coaching for direct reports and ensure performance issues are addressed appropriately. Review team member skillsets to understand how to fill gaps in knowledge or ability.

  7. Conduct process review sessions to deep-dive into specific processes.

  8. Develop working knowledge of all technologies used by shared services; engage with vendors to optimize use of technology.

  9. Create and execute roadmap that includes process optimizations and integration of new processes into model.

Minimum Qualifications

Education: College graduate (BS) with degree in accounting, finance or business administration. Master’s degree in business administration or related field desirable.

Experience: Five to seven years’ experience in healthcare finance, accounting or financial planning.

Licensure/Certifications/Registration: CPA desirable

Other Minimum Qualifications:

  • Ability to define processes, perform gap analyses, and design and implement process improvement solutions to meet established organization performance goals

  • Ability to establish KPIs and SLAs for a service-centric organization

  • Working knowledge of finance/accounting processes (e.g. accounts payable, payroll, budgeting, cost management, etc.)

  • Understanding of call center / customer service environments, processes, and priorities

  • Comfort working with service center technologies (case management, telephony, knowledge bases)

  • Ability to problem solve in complex situations

  • Strong communication (written and verbal) skills

  • Ability to develop relationships with key stakeholders

Our Values

Below are our core values that we strive to embody and expect of all our team members:

CommUNITY: Working in unison to serve our community, our Carilion family and our loved ones.

Courage: Doing what’s right for our patients without question.

Commitment: Unwavering in our quest for exceptional quality and service.

Compassion: Putting heart into everything we do.

Curiosity: Fostering creativity and innovation in our pursuit of excellence.

Requisition Number: 24482

Employment Status: Full time

Location: CASB - Carilion Administrative Services Building

Shift: Day

Shift Details: M-F 8am - 5pm

Recruiter: DAVID L NIVEN

Recruiter Phone: 540-983-4057

Recruiter Email:


As a not-for-profit organization, we pride ourselves on investing in our employees and the communities we serve.

Our employees strive to provide quality care in serving over 1 million residents in Virginia while living and growing their careers in the country's most livable cities and towns.

Headquartered in Roanoke, Va., Carilion Clinic is a robust system of small and large award-winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Equal Opportunity Employer

Minorities/Females/Protected Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity

Carilion Clinic is a drug-free workplace.

Posting Notes: