Director, Access Services

Beacon Health System•Granger, IN

44d•Hybrid

About The Position

The Director, Patient Access Main/ED provides visible and proactive leadership to staff, management, internal partners, leaders, departments, and other key stakeholders across the organization. This role is responsible for patient access operations in the Main and Emergency Departments (ED) across multiple hospitals, including but not limited to referral management, patient access and scheduling, verification of benefits, and other operational areas supporting patient access initiatives, patient growth, and retention. This position champions efforts that improve processes and achieve the highest possible levels of customer experience, access, and satisfaction. The Director ensures alignment with organizational goals and holds significant accountability for achieving key metrics in quality, customer satisfaction, associate engagement, and leadership effectiveness. The ideal candidate will bring hands-on Main/ED leadership experience, strong change management skills, and a proven track record of improving quality metrics and developing high-performing teams. This leader must be highly organized, patient-focused, and adaptable to evolving needs, overseeing multiple hospitals while directing admitting and registration operations, improving patient satisfaction, ensuring throughput, maintaining regulatory compliance, and coaching leadership staff. Schedule flexibility is required due to 24/7 department operations. This position is based in an office environment with opportunities for remote work. MISSION, VALUES, and SERVICE GOALS MISSION: We deliver outstanding care, inspire health, and connect with heart. VALUES: Trust. Respect. Integrity. Compassion. SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Requirements

Bachelor's degree required, Masters in Healthcare administration, public health or related field preferred. In lieu of a degree, candidates must have 7-10+ years of relevant experience.
Minimum of five to seven years of progressive healthcare leadership experience, including patient access or hospital registration operations.
Demonstrated expertise in complex project management and performance improvement.
Proven success leading cross-organizational collaboration and multi-sector coordination.
Hands-on leadership in hospital admitting and registration operations, including emergency department oversight, strongly preferred.
Deep knowledge of Health Information Management, DRGs, Utilization Review, and healthcare regulatory requirements.
Strong analytical, critical thinking, and problem-solving skills.
Demonstrated administrative and managerial abilities to lead multiple organizational components and cohesive teams.
Effective interpersonal and communication skills with all levels of staff, physicians, and external partners.
In-depth understanding of payer regulations, collections, and healthcare reimbursement practices.
Proven ability to lead change, implement process improvements, and achieve measurable outcomes.
Maintains strict confidentiality and professional integrity.

Nice To Haves

Certified Healthcare Access Manager (CHAM) certification preferred, or willingness to obtain within two years.
Registered Nurse (RN) license preferred
Hands-on leadership in hospital admitting and registration operations, including emergency department oversight, strongly preferred.
Masters in Healthcare administration, public health or related field preferred.

Responsibilities

Executes and translates high-level directives from the Vice President into actionable plans across numerous direct and indirect reports.
Directs, develops, and implements strategic and operational projects and processes either autonomously or through facilitation of cross-functional teams to achieve objectives efficiently.
Incorporates digital innovation, including AI and automation, to create more cost-efficient and patient-friendly workflows.
Analyzes Main/ED patient access data to identify trends, resolve bottlenecks, and implement improvements in processes and technology.
Reviews, establishes, and revises policies and procedures to enhance the effectiveness of access operations.
Collaborates cross-functionally with other departments and system teams to resolve systemic issues and enhance scheduling and registration processes, ensuring coordinated and convenient experiences for patients and providers.
Develops short- and long-term goals and objectives for Main/ED Access Services aligned with organizational strategy.
Develops, secures approval for, and manages departmental budgets to achieve financial and operational goals.
Directs and develops department managers and supervisors to ensure efficient operations and effective leadership across all hospital sites.
Interviews, hires, trains, evaluates, and manages staff performance, disciplines or discharges personnel when necessary.
Interprets and enforces established policies and procedures; recommends policy changes that enhance operational effectiveness.
Ensures all work meets established quality standards and that accurate information is delivered to appropriate departments promptly.
Leads workflow innovations, department initiatives, and system-level projects to improve access operations across Main and ED settings.
Proactively leads task forces and committees; represents Beacon Health System (BHS) at community or professional meetings.
Drives change initiatives, maintaining effectiveness when facing new structures, processes, or cultural shifts.
Partners collaboratively with stakeholders across BHS, including BMG departments, Patient Account Services, Medical Records, Information Systems, and others to ensure seamless communication and patient-centered operations.
Ensures quality, accuracy, and adherence to defined standards and expectations for Main/ED scheduling and registration.
Meets or exceeds annual budgetary and operational goals.
Develops and implements cost-savings strategies and process improvements for Main/ED Access Services.
Promotes and maintains a strong patient safety culture within Access Services.
Oversees active programs to improve quality, access, and customer service outcomes.
Maintains professional, safe, and compliant departmental operations.
Develops programs and services that enhance patient care and service delivery across Main and Emergency Department access points.
Attends and participates in departmental meetings and is accountable for shared information.
Completes mandatory education, annual competencies, and department-specific training within established timeframes.
Meets annual employee health requirements and maintains all required certifications and licenses.
Consistently follows universal precautions, uses appropriate protective equipment, and practices ergonomic safety.
Adheres to all regulatory, compliance, and policy requirements.
Works flexible hours, including overtime or alternate shifts, as required by operational needs.