Dir. Patient Access (Surgical Hospital)

Job Summary

Provides operational oversight and coordination for activities related to scheduling, patient access (registration), insurance verification, and pre-registration for the Surgical Hospital, including all campus surgical centers. Plans, develops, and implements systematic approaches that enhance customer service and improve the overall patient experience, while maximizing net patient service revenue and cash flow. Collaborates with cross-functional operational areas to ensure the accurate and timely capture of patient demographic and insurance information. Plays a key role in achieving established Key Performance Indicators (KPIs) related to revenue cycle performance and overall organizational financial outcomes. Maintains working knowledge of applicable regulatory and governmental requirements to ensure compliance across all areas of responsibility.

Minimum Job Requirements:

            Work Experience:

Five years of management experience working with multiple processes of healthcare Patient Financial Services. Experience working in a revenue cycle, customer service or health insurance environment (Patient Access experience strongly preferred).

            License/Registration/Certification:

      None

            Education and Training:

            Bachelor’s degree in business administration, healthcare or related field required. 

            Skills:

1. Strong leadership, supervisory, and communication skills to effectively resolve complex operational and financial issues in a manner that supports positive patient, physician, and stakeholder relationships.
2. Extensive knowledge of patient financial services operations, including scheduling, registration, insurance verification, financial counseling, billing, and collections.
3. Exhibits a strong commitment to continuous process improvement and operational excellence
4. Ability to organize, prioritize, and manage work to achieve measurable results; proactively monitors performance to identify and resolve issues early.
5. Demonstrated ability to lead individuals and teams, drive accountability, and gain alignment to achieve departmental and organizational goals.
6. Highly developed interpersonal, verbal, and written communication skills, with the ability to build and maintain effective relationships across all levels of the organization and with external partners.
7. Proficient in the use of healthcare information systems and standard computer applications relevant to patient financial services.
8. Ability to build, lead, and sustain high-performing teams, fostering collaboration, accountability, and positive morale.
9. Strong analytical, critical thinking, and problem-solving abilities, with the capacity to develop creative and effective operational solutions.
10. Demonstrated ability to establish program goals and effectively plan, organize, and implement complex initiatives aligned with departmental and organizational objectives.
11. Demonstrates commitment to staff development through coaching, mentoring, and effective communication, with sensitivity to employee needs.
12. Strong negotiation and conflict resolution skills, particularly in managing payer interactions and internal stakeholder alignment.
13. Knowledge of healthcare financial metrics, statistical reporting, and accounts receivable (A/R) performance benchmarks, with the ability to analyze and act on key performance indicators.