Director of Hospital Patient Access

Role Description

The Director of Patient Access will work as a member of the Revenue Cycle Leadership Team. This role directs the overall strategy and operations of the Hospital Patient Access operations across the entire Mercyhealth System. This position is accountable for all aspects of attracting, retaining and coaching talent, while maintaining daily operational supervision and employee development. The Director will provide strategic direction and operational leadership for, pre-certification, verification, authorization obtainment and documentation, registration/pre-registration, patient financial counseling and any pre-service area associated with Patient Access. The director will work to integrate the department's inpatient, outpatient and clinic services to meet the organization's mission, vision, and values. This is a full-time, on-site role based in Janesville, WI.

Qualifications

• Strong background in Operations Management and Budgeting for healthcare or hospital services.
• Proven skills in Customer Service and Training to build and lead effective teams.
• Basic understanding of medical terminology and hospital processes, with the ability to collaborate cross-functionally with clinical staff.
• Excellent communication, leadership, and organizational skills with an ability to manage complex projects.
• Experience in a healthcare or hospital setting is highly preferred.
• Bachelor’s degree in healthcare administration, business administration, or a related field. Master’s degree is a plus.
• In lieu of education, 7-10 years experience within revenue cycle operations and 3-5 years supervisory experience with proven ability to oversee subordinates.

Essential Duties and Responsibilities

• Establish a multichannel strategy for patients to access scheduling and financial service needs at optimal service delivery levels.
• Plans, directs and manages operational activities of all hospital patient access areas within Mercyhealth in support of the mission, goals, and objectives of Mercyhealth.
• Revises, develops and implements changes in service, policies and procedures, if needed, to improve the department performance and productivity.
• Ensures overall quality and accuracy of front end registration and access process to ensure timely billing, cash flow and improvement of accounts receivable.
• Identifies and implements strategies to improve processes, promote operational efficiency, enhance the patient experience and meet regulatory compliance guidelines.
• Supervise, hire, train and evaluate staff. When deficiencies are noted, develops performance improvement plans and monitors employee performance to assure that corrective action is taken.
• Reviews data and develops reports and other tools to identify areas for improvement and to set and track benchmarks.
• Meets goals set by leadership related to the revenue cycle.
• Revises, develops and implements policies and procedures to maintain proper workflow within the revenue cycle.
• Develops and remains accountable to budgets related to assigned cost centers.
• Maintains a collaborative, supporting relationship with other leaders and management staff at all system facilities to ensure integration of patient processes that will achieve optimal financial outcomes.
• Coordinates special projects related to improved processes within the revenue cycle.
• Leads or participates in other system-wide committees to improve quality, compliance or other initiatives.
• Responds to common inquiries or complaints from patients, or members of the community.
• Works closely with Sr. VP/CFO in overseeing the assigned areas and takes a senior leadership role in strategic planning and decision making for the revenue cycle operational areas.

Company Description

Mercyhealth is an integrated health system dedicated to providing exceptional, coordinated care across hospital, clinic-based, post-acute, and retail services. Serving a broad range of health care needs, Mercyhealth combines innovation and expertise to deliver world-class treatments close to home. With a team of over 7,000 doctors, nurses, staff, and volunteers, Mercyhealth is committed to its mission of making lives better with compassion and professionalism. Rooted in a patient-first approach, the organization is driven by a passion for achieving the best outcomes for its community.