Director-Patient Access (Full-Time)

Description

The Director of Patient Access provides strategic, operational, and people leadership for patient access functions across the organization. This includes oversight of the appointment center/call center, scheduling, registration, referral coordination, insurance-related front-end workflows, and other access services that influence the patient experience and timely access to care.

This role partners closely with physicians, clinic and operational leaders, revenue cycle, digital, and cross-functional teams to standardize workflows, improve service levels and scheduling effectiveness, enhance front-end revenue cycle performance, and remove barriers impacting patient access, throughput, and service delivery.

Key Responsibilities

• Provide strategic and operational leadership for patient access functions, including the appointment center/call center, centralized scheduling, registration, referral coordination, insurance verification support, and related workflows to improve patient experience and access to care.
• Lead managers and teams across patient access operations, establishing clear expectations, service standards, accountability, staff development plans, and succession strategies.
• Partner with physicians, operational leaders, and cross-functional teams to define expectations, improve coordination, and resolve operational challenges while aligning access functions with clinic operations.
• Drive system-wide patient access optimization efforts by identifying barriers, reducing variation, standardizing workflows, and implementing process improvements to enhance scheduling efficiency, registration accuracy, referral conversion, patient throughput, and service delivery.
• Oversee contact center operations, including staffing models, workforce planning, scheduling coverage, call routing, service levels, abandonment rates, quality monitoring, escalation processes, and patient-centered communication standards.
• Monitor and improve performance through data analysis, dashboards, and metrics related to access, productivity, service levels, scheduling effectiveness, patient experience, registration quality, and front-end revenue cycle outcomes.
• Use data insights to identify trends, bottlenecks, and capacity constraints; develop and execute action plans to improve operational and organizational performance.
• Serve as the business owner for access-related software solutions.
• Develop and oversee audit and quality review processes.
• Stay current on payer policy changes impacting patient registration and front-end processes.
• Partner with compliance teams on patient consent and required disclosures.
• Collaborate with clinic leadership and providers to optimize templates, scheduling protocols, referral workflows, and patient navigation processes.
• Strengthen front-end revenue cycle outcomes by improving registration accuracy, insurance data integrity, and point-of-service workflows.
• Develop, implement, and maintain policies, procedures, and standard work that promote compliance, consistency, and operational efficiency.
• Lead change management initiatives related to workflows, technologies, digital tools, and operational redesign.
• Collaborate with IT, digital, and analytics teams to enhance access technology, reporting, and self-service capabilities.
• Manage budgets, productivity expectations, resource allocation, and vendor relationships to support operational goals.
• Ensure compliance with regulatory, privacy, payer, and organizational requirements.
• Foster a culture of service excellence, continuous improvement, collaboration, and accountability.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities

• Strategic leadership and operational execution
• Patient-centered service excellence
• Contact center operations and workforce management
• Process improvement and access optimization
• Data-driven decision-making and performance management
• Cross-functional collaboration and relationship building
• Financial and revenue cycle acumen
• Change management and implementation
• Communication, coaching, and team development
• Strong problem-solving and prioritization skills

Minimum Qualifications

Education:

• Bachelor's degree in Healthcare Administration, Business Administration, or related field required
• Master's degree preferred

Experience:

• Minimum 7 years of progressive leadership experience in patient access, ambulatory operations, revenue cycle, contact center operations, or related healthcare operations
• Minimum 3 years of director-level leadership experience in multi-site or complex environments preferred
• Demonstrated experience overseeing scheduling, registration, referral coordination, or contact center operations required
• Strong knowledge of patient access workflows, clinic operations, performance management, and front-end revenue cycle processes
• Proven experience using data and metrics to improve service levels, quality, productivity, and patient experience
• Experience leading cross-functional process improvement and change initiatives

Know someone else who might be a great fit for this role? Share it with them!

What's in it for you

• One of the best 401(k) programs in central Iowa, including employer match and profit sharing
• Employee incentives to share in the Clinic's success
• Generous PTO accruals and paid holidays
• Health, dental, and vision insurance
• Quarterly volunteer opportunities through a variety of local nonprofits
• Training and development programs
• Opportunities to have fun with your colleagues, including TIC night at the Iowa Cubs, employee appreciation tailgate party, Adventureland day, State Fair tickets, annual holiday party, drive-in movie night… we could go on and on
• Monthly departmental celebrations, jeans days, and clinic-wide competitions
• Employee rewards and recognition program
• Health and wellness program with up to $350/year in incentives
• Employee feedback surveys
• All employee meetings, team huddles, and transparent communication.