Job Description

Join our team as the Director of Patient Access and play a vital role in shaping a seamless, supportive, and financially sound experience for every patient across our Health System.

In this position, you’ll guide a high-performing team, strengthen systemwide workflows, and ensure that every step of the financial clearance process—from pre-registration to insurance verification—is handled with accuracy, compassion, and efficiency. You’ll partner closely with clinical leaders, physicians, and hospital teams while driving innovation, improving performance, and supporting our mission to provide outstanding care to our communities.

If you’re a collaborative, forward-thinking leader who thrives in a fast-paced environment and is passionate about elevating the patient experience, we’d love to speak with you.

The Director of Patient Access supporting the overall Health System is responsible for the overall management, organization, and productivity of department operations related to financial pre-admission processes for all of FMOLHS facilities before the patient arrives at a facility. responsibilities include but are not limited to: referral, insurance verification, and pre-certification processes for all scheduled patients; pre-registration for all scheduled patients, including upfront collections; generating estimates, communication and coordination with financial counseling for patients who may qualify for assistance; collaboration with clinical department management on problematic cases; delay/defer processes; productivity management; and data analysis. Assures development of a high-performance work team through coaching, mentoring, and daily briefings. Ensures compliance with JCAHO standards and HIPPA regulations. Develops and maintains working relationships with physicians and office staff, as well as other customers within and outside the facility. Collaborates daily with leaders at all hospitals and service line admissions teams.

Responsibilities

1. Lead Pre-Registration functions

• Develops short- and long-term goals for the department which align with FMOLHS overarching principles and goals to ensure the pre-registration function is performed effectively and efficiently.
• Monitors and reports team performance metrics, and ensures the team is managed toward leading industry practice benchmarks by team supervisors. Metrics may include but are not limited to: patient wait times, registration accuracy, registrar productivity, upfront collections, and % of scheduled patients pre-registered.
• Ensures the successful management of daily team operations: conducts regular team and departmental meetings for purposes of education, goal monitoring, and feedback inquiries; institutes changes in techniques and processes as necessary.
• Proposes department budgets and manages function to that budget. Analyzes costs, develop programs to assure compliance with budgetary constraints and provides justifications for budget variances.

2. Lead Pre-Certification functions

• Ensures all insurance verifications are performed according to standards to capture appropriate revenue and minimize downstream issues.
• Develops processes and procedures to align with best practices.

3. System Wide Reports, WQ and IP notifications

• Generates standard reports used across the system for Patient Access and Pre-Cert functions.
• Provides user input into Epic application regarding work queue changes.

4. Collaboration, Partnership and Communication

• Attends internal meetings and collaborates with other managers, other department senior administrators, and outside third parties/vendors as needed. Obtains feedback on systems and/or reports. Works with all departments to ensure accuracy and compliance of admissions process.
• Promotes and establishes an atmosphere of continued improvement throughout the department by motivating, coaching and staff development and through evaluation, development and/or revision of department policies and procedures. Communicates staff performance standards (quantitative and qualitative) for jobs.
• Provides leadership in problem identification and resolution and coordinates resolution between departments as needed.
• Educates and ensures that all employees understand Compliance and appropriate procedure for reporting compliance issues for State, Federal and HIPAA. Maintains requirements for Joint Commission for scope of department.
• Communicates compliance issues to leadership and other applicable personnel.
• Directs supervisors and coaches team members on performance expectations

Qualifications

• 7 years relevant healthcare experience (in total); of which
• 4 years should be in patient access management, extensive customer service or other revenue cycle roles; and
• 2 years of manager/supervisor/team lead roles
• Bachelor's degree in related field
• Advanced computer skills: judgment, analytical skills and communication skills required to accomplish goals in settings that are often sensitive.

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