Job Summary

The Director, Patient Access is responsible for strategic leadership, operational oversight, and performance management of patient access functions across the facility and off-site locations. This role directs registration, insurance verification, financial counseling, scheduling, and other front-end revenue cycle processes to optimize patient experience and revenue integrity. The Director, Patient Access ensures compliance with regulatory requirements, drives process improvements, and fosters collaboration between patient access teams and key stakeholders, including medical staff, administration, and revenue cycle leadership.

Essential Functions

• Leads, manages, and mentors patient access professionals across multiple locations, ensuring high levels of performance, productivity, and customer service.
• Develops staffing models, recruitment strategies, and retention initiatives, ensuring the department meets operational demands while fostering a positive workplace culture.
• Oversees all patient access functions, including registration, insurance verification, scheduling, pre-authorization, financial counseling, and point-of-service collections.
• Implements and enforces standardized policies and procedures to drive efficiency, minimize errors, and improve financial outcomes.
• Monitors departmental workflows and KPIs, ensuring timely completion of registration, eligibility verification, recurring discharges, audits, unbilled accounts, and insurance validations.
• Collaborates with the Shared Services Center (SSC) and facility CFO, ensuring alignment with revenue cycle best practices and proactively addressing areas for improvement.
• Ensures compliance with regulatory, audit, and accreditation requirements, tracking performance and implementing corrective actions when necessary.
• Works closely with other hospital departments and physician offices, improving coordination between clinical and financial teams to optimize patient throughput.
• Develops and implements training programs for staff, ensuring adherence to policies, revenue cycle workflows, and regulatory guidelines.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Leadership Responsibilities

• Supervision and Staff Management
  • Provides leadership, mentorship and professional development opportunities for departmental staff.
  • Schedules employees to ensure effective use of resources. Consults with leadership on any potential staffing issues.
  • Conducts performance evaluations, sets goals and provides feedback to staff on their performance and development.
• Strategic Planning and Financial Oversight
  • Collaborates with hospital leadership to set the strategic direction for the department, including budgeting, resource allocation and long-term planning.
  • Monitors expenditures, ensuring cost-effective delivery of services.
  • Evaluates and implements new technologies to enhance operational efficiency.
  • Develops and implements departmental policies and procedures and protocols to optimize quality and overall efficiencies.
• Quality Assurance and Regulatory Compliance
  • Ensures compliance with all relevant regulatory bodies. May oversee the accreditation process with relevant agencies ensuring that services meet or exceed industry standards.
  • Participates in audits, inspections and accreditation processes as applicable.
  • Follows established quality control practices to ensure accuracy, consistency and safety.
• Collaboration and Communication
  • Works closely with leadership teams to coordinate and improve service delivery.
  • Stays up-to-date with industry advancements, new technologies, and regulatory changes.
• Staff Responsibilities
  • May work in a staff role, when required. Ensures that duties and responsibilities are fulfilled while meeting all competencies established for that job.

Qualifications

• Bachelor's Degree in relevant field required or
• Seven (7) plus years of direct experience in lieu of a Bachelor's degree required
• Master's Degree preferred
• 3-5 years of experience in closely related field with Bachelor's degree required
• 3-5 years of previous leadership experience preferred

Knowledge, Skills and Abilities

• Strong leadership, organizational, and communication skills.
• Ability to collaborate with interdisciplinary teams and manage cross-functional relationships.
• Foster a positive work environment that promotes teamwork, professionalism, and continuous improvement.
• Communicate effectively with leadership, team members, and stakeholders.
• Ability to work effectively with others, delegate responsibilities, and independently manage tasks while meeting established deadlines.
• Problem-solving and critical thinking skills.
• In depth knowledge of industry best practices and regulatory compliance (if applicable).
• Strong organizational and time management skills.
• Proficiency with Google and Microsoft platforms, healthcare software systems, and data analysis tools. 

Licenses and Certifications

• CHAM - Certified Healthcare Access Manager preferred

INDNC