Director of Patient Access, Onsite Requirements, Full Time

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The Director of Revenue Cycle, Patient Access is responsible for the strategic leadership, operational management, and performance management and improvement of all Patient Access functions across inpatient, outpatient and emergency settings of the hospital system. This role oversees and directs patient registration, insurance verification, financial clearance, pre-authorization, point-of-service collections, and other front-end revenue cycle processes to optimize the patient experience and revenue integrity. This role also collaborates and participates with operational leadership on directing the scheduling process and coordinating bed management to optimize patient access. The Director will ensure operational excellence, regulatory compliance, revenue cycle optimization, and an exceptional patient experience while collaborating closely with Revenue Cycle, Finance, Clinical Operations, Care Management, Information Technology, Compliance, and other health system leaders to improve access, throughput, compliance and financial outcomes.
Reporting to Executive Leadership in the Finance Department, the Director develops and implements strategies that improve registration accuracy, reduce denials, optimize reimbursement, and enhance patient satisfaction. This position requires employees to reside in Michigan and work onsite on designated in-office days.

Essential Duties and Responsibilities:
Leadership and Staff Development

- Serve as the senior leader for patient access transformation, surge planning, emergency preparedness, system capacity initiatives, and change management efforts.

- Develop and execute Patient Access strategies aligned with organizational goals.

- Lead process improvement initiatives to increase efficiency, quality, and patient satisfaction.

- Recruit, mentor, and develop high performing leaders and staff.

- Foster a culture of accountability, employee engagement, professional growth, service excellence, innovation and continuous improvement.

Revenue Cycle Operational Management and Optimization

- Develop and implement strategies, policies, staffing plans, and performance standards to improve access, clean claims, authorization accuracy, patient experience, and preventable balance write-offs and adjustments.

- Lead and direct enterprise Patient Access operations including Pre-Registration; Registration; Insurance Verification; Authorization Management; Financial Clearance and other front office revenue cycle functions.

- Lead and advance digital front-door penetration (including pre-service and self-service registration and scheduling), automation, and technology initiatives through Epic/EHRs and/or integrated solutions that improve efficiency, accuracy, and operational performance.

- Partner with IT, Finance, Clinical Operations and Care Management leadership and teams to improve workflows and resolve access barriers.

- In collaboration with operational leadership, coordinate the scheduling and bed management processes to ensure an optimal and exceptional patient experience.

- Promote a patient-centered environment focused on service excellence; ensure staff consistently provide courteous, compassionate, and professional service and address patient concerns and service recovery opportunities promptly.

- Develop and manage departmental operating and capital budgets.

- Monitor labor expenses and productivity to ensure appropriate staffing levels and productivity standards and identify opportunities for cost savings and operational efficiencies.

Data Analytics and Performance Management

- Establish and monitor key performance indicators (KPIs) with a focus on achieving high performance, including: Registration Accuracy; Full Financial Clearance Rates; Insurance Verification Rates; Authorization Completion Rates; Point-of-Service Collections; Denial Rates; Patient Wait Times; Patient Satisfaction Scores.

- Monitor KPIs and translate data into actionable operational and financial improvements for executive leadership.

- Focus on optimizing clean claims rates through registration accuracy and eligibility verification; minimizing registration-related denials and reimbursement delays and maximizing pre and point of service collection initiatives.

- Utilize data analytics to drive operational improvements and decision-making.

Compliance and Regulatory Oversight

- Ensure compliance with: CMS regulations; EMTALA requirements; the No Surprises Act; HIPAA privacy regulations; Medicare and Medicaid guidelines; Joint Commission and/or DNV accreditation standards; State and federal healthcare regulations.

- Partner with audit and compliance teams to mitigate risk, address findings, and strengthen internal controls.

- Maintain accurate policies, procedures, and departmental controls.

Required Skills and Competencies:
Leadership Competencies

- Department Strategic planning and execution.

- Performance management and accountability, coaching and employee development, and team-building.

- Ability to lead large, multi-functional teams.

- Ability to build collaborative relationships with operational, IT, and revenue cycle leaders and stakeholders

- Change management and process improvement focus, including ability to influence across departments and organizational levels.

Knowledge and Skills

- Advanced knowledge of Patient Access operations, including registration, insurance verification, authorization, financial counseling, point-of-service collections, EMTALA compliance, and customer service.

- Solid understanding of revenue cycle performance metrics, including productivity, quality, cash collections, denial prevention, and regulatory compliance.

- Demonstrated ability to lead operational improvement initiatives and achieve client and organizational performance goals.

- Ability to develop and use data analytics and KPIs to identify and execute actionable improvement initiatives.

- Experience managing budgets, staffing models, workforce planning, and employee engagement initiatives.

- Solid analytical, problem-solving, and decision-making skills.

- Excellent communication, coaching, and staff development skills.

Operational Excellence

- Lean, Six Sigma, or process improvement experience preferred.

- Strong project management and implementation skills.

- Ability to improve workflows and operational performance.

Technology Proficiency

- Experience with hospital information systems and electronic health records (EHRs).

- Familiarity with:
- Epic, Cerner, and similar EHRs

- Revenue Cycle Management systems

- Work queues and automation tools

- Reporting and analytics platforms

- Advanced Microsoft Excel and data analysis skills.

Communication Skills

- Excellent verbal and written communication skills.

- Strong presentation and executive reporting capabilities.

- Ability to effectively communicate with physicians, executives, staff, and patients.

Minimum Education Requirements:
Required

- Bachelor's degree in: Healthcare Administration, Business Administration, Health Information Management, Finance, Accounting, or Related Healthcare Field
Preferred

- Master's degree in: Healthcare Administration (MHA), Business Administration (MBA), or Related Advanced Degree

Experience Requirements:
Required

- Minimum 8–10 years of progressive healthcare revenue cycle or patient access experience.

- Minimum 5 years of leadership experience overseeing managers, supervisors, and large frontline teams

- Demonstrated experience managing departments with 30+ employees.
Preferred

- Experience within a 100 or greater bed acute-care hospital environment and/or multi-hospital health system.

- Proven success improving: Registration accuracy, Point-of-service collections, Denial prevention metrics, Patient experience scores

- Experience with Epic Patient Access and Revenue Cycle modules.

Preferred Certifications:

- CHAA (Certified Healthcare Access Associate)

- CHAM (Certified Healthcare Access Manager)

- CRCR (Certified Revenue Cycle Representative)

- Lean Six Sigma certification

Holland Hospital is an Equal Opportunity Employer, please see our EEO policy