Executive Director Patient Access Services

POSITION SUMMARY:

Reporting to the Vice President Revenue Cycle, the Executive Director, Patient Access is a core member of the Revenue Cycle senior leadership team.  This role is responsible for setting the strategy for, and driving the execution of, performance and continuous improvement of the Patient Access team. This leader will develop key performance metrics, optimize field platforms (e.g., CRM and digital tools), spearhead the development and piloting of innovative initiatives, oversee training programs, and ensure alignment with patient access strategy goals across BMC and at the Community Hospitals.  The Executive Director plays a leadership role in cross-functional initiatives, working closely with key stakeholders from Revenue Cycle, Finance, IT, and the Community Hospitals to support optimization and process improvement. This job supervises a team of Patient Access Senior Directors. 

This role requires a strategic, results-driven leader with expertise in patient access operations, field team enablement, and data-driven decision-making. The ideal candidate will have a proven track record in process optimization, technology enablement, and cross-functional collaboration to improve patient access execution.

Position: Executive Director Patient Access Services       

Department: Revenue Cycle

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

Driving Performance Excellence

• Define and implement KPIs, lead and lag metrics to measure field team effectiveness and execution quality.
• Partner cross-functionally to ensure execution is aligned with patient access objectives and system strategies
• Continuously evaluate and optimize workflow efficiencies to improve patient experience.

Field Platforms & CRM Optimization

• Lead the strategy development, implementation, and enhancement of CRM and digital platforms to enable seamless execution for the customer-facing patient access teams.
• Drive adoption and data integrity within CRM systems, ensuring accurate tracking of patient journey milestones and engagement.
• Identify and implement automation and technology solutions to streamline processes and enhance execution efficiency.
• Identify, develop, and pilot innovative patient access solutions, leveraging technology and data analytics to improve execution and patient experience.
• Lead cross-functional efforts to evaluate new digital tools, AI-driven insights, and alternative engagement models.

Training & Capability Development

• Oversee the development and execution of training programs to ensure field teams are fully equipped to drive patient support.
• Serve as the liaison between Patient Access teams and cross-functional groups, ensuring a seamless integration of technology, data, and execution strategies.
• Align strategies with patient access, affordability programs, and provider engagement initiatives.

Operational Excellence & Compliance

• Monitor and measure customer feedback, internal performance data, and market trends to optimize field effectiveness.
• Ensure compliance with all regulatory, legal, and company policies while maintaining a focus on efficiency and execution.
• Work closely with vendor partners to ensure aligned execution, performance tracking, and contract deliverable

Full supervisory responsibility for a team of Senior Directors.

Carries out other assignments or special projects as assigned.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree (preferably in business, healthcare or public administration, management, accounting, finance or a related field), and at least 10 years of healthcare management experience in finance and/or revenue cycle, and a minimum of ten years of experience managing Revenue Cycle components or healthcare business operations required. Equivalent combination of education and experience in hospital revenue cycle operations may be considered.   
• Demonstrated leadership experience in the medical field required.

PREFERRED EDUCATION AND EXPERIENCE:

• Master's degree
• Experience in an academic medical center managing hospital or ambulatory functions.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• None

CERTIFICATES, LICENSES, REGISTRATIONS PREFERRED:

• None

KNOWLEDGE, SKILLS & ABILITIES (KSAs):

• Expertise in the areas of hospital and professional revenue cycle management including scheduling, patient registration, charge entry, billing, accounts receivable (AR), reserve management, cash management requirements, revenue information systems, managed care contractual terms and requirements, health insurance practices, industry regulatory requirements, business office operations, AR and financial reporting technology, wage and hour regulations, accounting, and industry standards for healthcare revenue resolution management practices.
• Functional understanding of health care operations and physician practices.
• Leadership skills to motivate cross-functional teams to strive for excellence while utilizing consensus-building management styles.
• The ability to make a significant contribution to the organization's overall effectiveness.
• Possesses strong understanding of various reimbursement methodologies with expert knowledge of the requirements for hospital and professional billing for all payers.
• Strong quantitative, analytic, and problem solving skills to evaluate all aspects of a problem or opportunity and draw valid conclusions to make or facilitate appropriate and timely decisions.
• Strong organizational skills to manage multiple diverse priorities with high visibility and extremely detailed information.
• Demonstrated professionalism
• Ability to present and communicate complex information effectively in both written and oral forms to a variety of audiences, including hospital and physician leadership

Equal Opportunity Employer/Disabled/Veterans