Director-Patient Access-8110

Staff Position Description
Position Title:
Director, Patient Access Services
Position Code:
Dir-8110
Department:
Patient Access
Safety Sensitive:
YES
Reports to:
Senior Director of Revenue Cycle
Exempt Status:
YES
Position Purpose:
All KHI employees are expected to perform their respective tasks and duties in such a way that supports KHI’s vision to be among the kindest, highest quality health systems in the country.
Responsible for administering, coordinating, and reviewing the performance of all Central Scheduling and Patient Access functions across the organization (acute and clinics) including referrals processing, authorizations, patient scheduling, pre-registration, insurance verification, financial clearance, financial counseling and patient registration for hospital and clinic services. The incumbent is also responsible for addressing escalations from Patient Access areas, which may include on-call availability outside core business hours (24x7).
This leader seeks to identify and implement new and emerging strategies to increase efficiency, improve processes, and enhance the patient experience. As part of achieving these goals, the Director, Patient Access Services identifies opportunities to work with leaders in other areas-including, but not limited to, Compliance, Clinical Services, Case Management, Physician Services and Patient Financial Services to ensure regulatory compliance, increase care coordination, and improve process efficiency between departments and entities.
Key Responsibilities
[List of material responsibilities and essentials duties which must be completed in achieving the objectives of the position]
Departmental Leader
· Interprets impact of broad scope organizational changes for staff and develops change strategies for successful implementation.
· Incorporates KHI’s Mission, Vision and Values into goals and programs across Central Scheduling and Patient Access Departments.
· Develops and manages operational initiatives with measurable outcomes.
· Formulates objectives, goals, and strategies collaboratively with other stakeholders.
· Prepares and delivers reports to operational leadership outlining progress toward meeting annual goals and objectives, to include performance related to finance, clinical activity, quality, safety, marketing, and human resources.
· Effectively delegates duties, responsibilities, and special assignments.
· Participates on committees and attends meetings as requested or needed.
· Assesses current volumes, and projects/plans for future service needs.
· Monitors and evaluates performance goal accomplishments and provides ongoing measures and direction.
Customer Service
· Provides excellent customer service and adheres to the Behavioral Expectations Agreement.
· Models and trains staff in the hospital mission and vision statements by setting the guidelines for staff interaction and customer service.
Quality Improvement
· Completes special projects or tasks as needed for physician practice and hospital operations.
· Includes completing quality improvement plans, maintaining up-to-date departmental records, files, and personnel documentation; prepares and retains records and reports in accordance with hospital and regulatory requirements.
Financial Manager
· Actively seeks opportunities to improve financial outcomes, engaging staff in the process.
· Establishes annual financial goals and actively uses benchmarking to high performing systems in similar area of expertise to set annual targets.
· Monitors and analyzes financial data and utilizes for decisions regarding FTE’s, staffing and operational budget.
· Establishes an annual operating and capital budgets, demonstrating fiscal responsibility through meeting budget targets.
· Directs and provides guidance to Managers to effectively allocate resources based on patient volume, space availability, budget constraints, and program priorities, goals, and objectives.
· Articulates to staff the budget and the context within the organizational financials.
Employee Management and Human Relations
· Develops and revises job descriptions for all department positions.
· Interviews, selects, and hires new or replacement staff to fill approved positions.
· Deals effectively, courteously, and professionally with reporting staff, peers, and superiors, as well as with physicians, patients, contract vendors and visitors.
· Effectively utilizes positive reinforcement to motivate staff and instill confidence.
· Effectively utilizes employee improvement and corrective action methods when necessary.
· Schedules work hours and assignments for employees to meet the needs of the department’s customers.
· Administers hospital and department policies and procedures.
· Provides input to Human Resources concerning pay scales, pay structures, to enable appropriate recruitment and retention of departmental staff.
· Completes employee appraisals and personnel action requests in a timely manner.
Staff Development
· Provides opportunities for staff training and development through orientation, in-service education, and third-party training.
· Maintains professional qualifications and remains abreast of current developments and trends in patient accounting practices.
· Holds regular staff meetings to provide communication, direction, and education.
Creativity
· Able to develop new approaches to policies and procedures and the implementation of new programs and services.
· Willing to respond to change and the encouragement of information exchange for the purpose of increasing creativity.
Leadership
· Effectively delegates duties, responsibilities, and special assignments.
· Plans to meet the needs of the department’s customers.
· Coordinates services to meet the needs of customers.
· Communicates effectively with other hospital departments and services.
· Participates on committees and attends meetings as requested or needed.
· Assesses current volumes, and projects/plans for future service needs.
· Monitors and evaluates performance goal accomplishments and provides ongoing measures and direction.
Operations
· Develops, implements, updates, and maintains policies and procedures for the Central Scheduling and Patient Access processes.
· Evaluates performance according to current industry standards and principles in order to maintain and improve the operational performance of reported results.
· Oversees and supervises the operational functions related to Central Scheduling and Patient Access Departments, supports the insurance contracting process.
· Establishes, maintains, and reviews quality control issues related to these functions.
· Manages departmental safety standards.
· Maintains knowledge of and compliance with regulating and accrediting agency requirements.
· Assess I.T. hardware and software needs related to process or operational performance improvement.
· Performs any other duties as assigned related to Central Scheduling and Patient Access services to meet the established goals of the organization.
Qualifications
[Statements regarding minimum educational and experience qualifications, required proficiencies with specialized knowledge, computer proficiencies, military service, required certifications, etc.]
Education:
Bachelor’s degree in Business Administration, Finance or Accounting, or equivalent work experience in management.
Certification:
N/A
Licensure:
N/A
Experience:
Seven (7) years’ experience in Revenue Cycle in a healthcare business setting and at least one year of managerial experience.
Skills and Knowledge:
Strong leadership and management skills demonstrating an ability to develop, deploy, and retain a strong revenue cycle team. Strong analytical skills in order to detect and resolve problems related to systems and processes. Demonstrates knowledge of process improvement techniques, ability to be a self-starter and work independently to move projects to completion. Ability to deliver on key initiatives, development department metrics and achieve associated goals. Strong written and verbal communication skills in order to effectively manage department and communicate with a broader audience.
Preferences
[Preferred attributes for the position which are not absolutely required in the minimum qualifications (i.e., multi-lingual, master’s degree)]
Education:
Master’s degree in relevant subject matter.
Certification:
Healthcare Financial Management Association (HFMA) or National Association of Healthcare Access Management (NAHAM) certification.
Special Position Requirements
[Optional section: any travel, security, risk, hazard or related special conditions which apply to the position]
Exposure Category:
Category III: Expected duties do not have potential for exposure to blood, body fluids, or tissues.
Work Requirements
[Optional section: work requirements for physical or other important issues which relate to the job]
Ability to remain composed, calm, and reasonable during any confrontational encounters; ability to sit for six (6) to seven (7) hours daily at a computer terminal; ability to use computer keyboard; telephone and face to face contact with the public, physicians and employees is frequent and must be able to deal professionally at all levels of interaction.
Date Staff Position Description Created / Revised:
9/28/2022; 10/22/2025