Executive Director – Revenue Cycle Services, System Patient Access Center Operations

Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Revenue Cycle Services leadership team in the role of Executive Director – Revenue Cycle Services, System Patient Access Center Operations. 

Indiana University Health is seeking a consumer-obsessed, hospitality-driven, digitally savvy contact center Executive Director of System Patient Access Center Operations to lead our enterprise-wide Patient Access Center, one of the largest in the Midwest, handling 7 million calls annually and supported by a team of 700+ FTEs.

This leader will architect and operationalize a world-class access experience that rivals the service standards of Waldorf Astoria, Zappos, Amazon and Wayfair, while navigating the complexity of healthcare, including peds and adult physician office operations, hospital-based services (e.g., Radiology, Surgical Services, Diagnostics), and multi-disciplinary referral pathways.

The Executive Director will collaborate with exceptional peer colleagues to architect IU Health’s transformation toward a fully unified, digitally enabled, patient-and-provider access center model bringing together scheduling, referrals, nurse triage alignment, CRM-enabled engagement and future digital workflows. 

This is a role for a leader who thrives at scale, excels in complexity, and believes access is an experience, not a transaction.

Key Responsibilities

• Enterprise Leadership & Strategy

• Consumer & Provider Experience Innovation

• Digital, Omnichannel & AI-Driven Access

• Operational Excellence & Performance

• Matrixed Collaboration & Influence

• Culture & Talent Leadership

Key Relationships

Reports to:  Vice President-System Patient Access

Candidate Qualifications

Candidates for the position will be evaluated according to the following criteria and competencies.

Required:

• Bachelor’s degree in Business, Healthcare, Operations, or related field.
• Minimum 5 years leading large-scale call center operations (preferably 500+ FTEs).
• Demonstrated success driving consumer or hospitality-grade service experiences.
• Experience developing or deploying CRM strategies within large, distributed contact center environments.
• Experience managing multiple complex projects and stakeholders in matrixed organizations.
• Exceptional communication, relationship building, and influence skills.
• Demonstrated ability to lead culture change, quality improvement, and operational transformation.
• Proven ability to develop, coach, and retain high-performing teams.

Preferred:

• Experience in healthcare access operations, physician office workflows, and/or hospital service areas.
• Expertise in AI, digital channel adoption, omnichannel contact strategies, and modern workforce management.
• Background in hospitality or consumer-centric organizations.

Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states.

IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care.  IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana. 

Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.

• Indiana University Health has nearly 40,000 team members, including more than 3,600 physicians and 1,200 advanced practice providers, and we’re home to the largest nursing network in Indiana with more than 9,000 nursing team members at over 800 sites of care.
• IU Health is ranked No. 1 in Indiana by U.S. News & World Report, Riley Children's Health is ranked among the top children's hospitals in the country by U.S. News & World Report.
• A unique partnership with the Indiana University School of Medicine – one of the nation’s largest medical schools – gives patients access to groundbreaking research and innovative treatments, and it offers team members access to the latest science and the very best training – advancing healthcare for all.
• With 15 hospitals, including seven with Magnet designation and eight with Pathways to Excellence designation, our team members are leading the way through excellence.
• At Indiana University Health, your personal and professional growth is a top priority. You will have access to many diverse opportunities to learn and develop in meaningful ways that matter most to you, such as advanced clinical training, leadership development, promotion opportunities and cross training development.
• Indiana University Health is invested in the lives of Hoosiers, leading the transformation of healthcare to make Indiana one of the nation’s healthiest states.