Director of Patient Access

POSITION SUMMARY

Pay range: $132,704 to $164,278.40

Relocation assistance: up to $18,000

The Director of Patient Access plans, organizes, and coordinates the activities of Patient Access Departments (Admitting, Patient Access, Insurance Verification and Scheduling) to drive operational performance.  Oversees and assists subordinate staff in designing and implementing departmental strategies that are aligned with organizational goals. Works collaboratively with peers and internal/external stakeholders to address organizational challenges/opportunities. Monitors performance and strives for excellence through ongoing process improvement. Contributes to a positive work environment that promotes HMC values.

Key Responsibilities:

Functional Management

Directs and coordinates the activities of assigned departments/functions. Functional management duties and responsibilities include, but are not limited to:

• Provides strategic and tactical leadership and oversight for all patient access functions, ensuring the consistent delivery of high-quality services across 24/7 patient registration, ambulance arrivals and bed transfers/reservations, centralized scheduling and check-in, insurance verification, and related operations. Accountable for maintaining compliance, optimizing patient satisfaction, and ensuring appropriate staffing and resource allocation to support continuous operations.
• Directs the organization's patient financial clearance strategy and execution, encompassing financial assistance programs, cash collections, denial management, verification processes, prior authorizations, and eligibility determination for government assistance. Ensures patients receive comprehensive financial counseling and education, oversees cash handling and reconciliation within admitting areas, and strategically manages the denials review process in collaboration with relevant teams to minimize denial rates.
• Establishes and monitors performance standards for Epic work queue management across all Admitting and Insurance Verification staff, ensuring timely and accurate follow-up to optimize operational efficiency and data integrity.
• Strategically manages contracted services related to patient access functions, ensuring contractual obligations are met, service levels are appropriate, and vendor performance aligns with organizational needs and expectations.
• Leads operational performance management, establishing and tracking key departmental metrics and measures. Accountable for monitoring and improving patient/customer satisfaction through active engagement in performance improvement and quality initiatives. Provides timely and insightful reports and communications on department operations and performance to relevant stakeholders.
• Cultivates and maintains strategic working relationships across disciplines and with external stakeholders. Serves as a key liaison, actively participating in and leading assigned committees, work groups, and projects to advance organizational goals.
• Maintains a high level of professional expertise and awareness in patient access, relevant regulations, compliance requirements, industry innovations, and best practices through ongoing research and professional development.
• Ensures organizational compliance with all relevant regulations and standards within patient access. Establishes and maintains well-organized programs and records to support efficient and effective operations and successful audits.
• Monitors operational performance. Takes action to address opportunities and/or deficiencies. Leads and/or actively engages in performance improvement and quality initiatives.
• Oversees contracted service providers to ensure contractual obligations are fulfilled and appropriate service levels are maintained.
• Builds and maintains effective working relationships. Advises and consults with executives, managers, and other personnel. Serves as a liaison across disciplines. Participates as an active member of various committees; leads work groups, projects and committees as assigned.  
• Maintains professional skills, subject matter expertise, and awareness of regulatory changes, compliance issues, innovations and developments, through research and training/continuing education opportunities. Stays abreast of trends and best practices.  Maintains programs and records in good order, as required for efficient and effective operations. 

People Management

Provides leadership oversight and direct supervision for assigned staff to support high quality care and services, enhance patient/customer satisfaction, and drive results. Executes leadership and supervision tasks in an accurate, equitable, timely and effective manner to meet service and performance expectations. People management duties and responsibilities include, but are not limited to:

• Communicates organizational goals and engages staff in developing departmental objectives and workplans. Communicates status updates transparently and consistently.
• Manages and leads employees from selection and hiring through offboarding/separation. Coaches, mentors, and supports managers and subordinate staff in the performance of their duties. Establishes clear expectations and fosters an environment that supports good communication through effective use of formal and informal discussion, 1:1’s, huddles, and staff meetings.
• Proactively monitors and manages employee satisfaction and engagement, turnover, training and development, and performance. Responds to union grievances. Takes appropriate action to identify and resolve concerns or issues.
• Mediates conflicts between staff and/or patients and staff. Develops and implements skills-training and scripting for dealing with difficult patients/customers and service recovery appropriate to the setting.
• Plans and oversees department staffing and productivity.

Financial Management

Leads department financial processes and related activities. Financial management duties and responsibilities include, but are not limited to:

• Directs and optimizes point-of-service (POS) collection strategies and operations to maximize revenue capture, enhance patient financial experiences, and ensure compliance with relevant regulations. This includes establishing performance targets, implementing efficient workflows and technologies, and continuously monitoring and improving POS collection metrics.
• Leads and oversees a comprehensive denial management program in collaboration with other organizational leaders. This involves establishing clear processes for denial identification, tracking, resolution, and prevention, utilizing data analysis to identify trends and systemic issues, and implementing cross-functional strategies to minimize denials and improve revenue integrity.
• Responsible for planning, development, and oversight of operational and budgets for assigned departments/functions. Takes timely action to address budget gaps and works with others as needed to solve financial challenges.  
• Takes action to understand and address any financial challenges that may arise. Seeks opportunities to increase volumes, enhance revenues and reduce expenses.
• Coordinates with peers and executive leaders to plan and develop operational and capital budgets that are aligned across the organization.
• Acts as the decision maker for assigned departments, within the scope of approved budgets and operational plans. Analyzes data and uses sound judgement in making independent decisions.

Strategic Leadership

Participates in strategic planning for the organization

• Develops and leads implementation of departmental strategies and work plans.
• Provides input for organization-wide plans; serves as a subject matter expert and thought-partner.
• Promotes awareness of strategic initiatives, goals and objectives through regular communication and education. Inspires commitment and leads others to implement and execute plans.

JOB SPECIFICATIONS

Education

Required: 

• Bachelor’s degree in a related field, or an equivalent combination of education and experience.
• Five (5) years of job-related experience. Healthcare experience strongly preferred.
• Three (3) years of experience in a decision-making role that includes supervision of staff.

Preferred:

• Master’s degree in Business Administration or a related field.

Licenses & Certifications

Required: 

• None

Preferred:

• CHAA (Certified Healthcare Access Associate) through NAHAM
• Certified Medical Interpreter and/or documented foreign language proficiency

Experience:

• Required:
• The healthcare revenue cycle, including its interdependencies and key performance indicators. Deep knowledge of relevant federal, state, and local regulations impacting patient access, reimbursement, and compliance.
• Contemporary patient experience best practices, methodologies for measuring patient satisfaction, and the impact of positive patient experiences on organizational reputation, patient loyalty, and financial outcomes.
• Leadership theories, performance management principles and talent development strategies and techniques for motivating and engaging teams.
• Current and emerging technologies relevant to patient access and healthcare administration, including electronic health records, patient portals, and automation tools. Understanding of the strategic implications of technology adoption and implementation.

Salary : $132,704 - $164,278