Director of Hospital Patient Access Operations

Mercy Health System Corporation•Janesville, WI

6d•Onsite

About The Position

The Director of Patient Access serves as a key member of the Revenue Cycle Leadership Team and is responsible for the strategic direction, performance, and integration of Patient Access operations across the entire Mercyhealth System. This leader oversees all functions related to pre‑service and point‑of‑service access, ensuring an exceptional patient experience and strong operational outcomes.

Requirements

Bachelors Degree required in a related field.
In lieu of education, 7-10 years experience within revenue cycle operations and 3-5 years supervisory experience with proven ability to oversee subordinates.
Demonstrated ability to operate independently with strong analytical judgment and advanced problem‑solving capability.
Proven, director‑ready leader with experience overseeing Patient Access operations within a medium to large health system.
Deep expertise with the EPIC platform, including optimization, workflow design, and operational integration.
Experienced leader of leaders with a track record of developing high‑performing management teams.

Nice To Haves

Ideal candidates bring strong leadership experience in healthcare access or revenue cycle operations, a passion for developing people, and the ability to build cohesive, system‑wide processes that elevate both patient and organizational outcomes.

Responsibilities

Establish a multichannel strategy for patients to access scheduling and financial service needs at optimal service delivery levels.
Plans, directs and manages operational activities of all hospital patient access areas within Mercyhealth in support of the mission, goals, and objectives of Mercyhealth.
Revises, develops and implements changes in service, policies and procedures, if needed, to improve the department performance and productivity.
Ensures overall quality and accuracy of front end registration and access process to ensure timely billing, cash flow and improvement of accounts receivable.
Identifies and implements strategies to improve processes, promote operational efficiency, enhance the patient experience and meet regulatory compliance guidelines.
Supervise, hire, train and evaluate staff. When deficiencies are noted, develops performance improvement plans and monitors employee performance to assure that corrective action is taken.
Reviews data and develops reports and other tools to identify areas for improvement and to set and track benchmarks.
Meets goals set by leadership related to the revenue cycle.
Revises, develops and implements policies and procedures to maintain proper workflow within the revenue cycle.
Develops and remains accountable to budgets related to assigned cost centers.
Maintains a collaborative, supporting relationship with other leaders and management staff at all system facilities to ensure integration of patient processes that will achieve optimal financial outcomes.
Coordinate special projects related to improved processes within the revenue cycle.
Lead or participate in other system-wide committees to improve quality, compliance or other initiatives.
Responds to common inquiries or complaints from patients, or members of the community.
Works closely with Sr. VP/CFO in overseeing the assigned areas and takes a senior leadership role in strategic planning and decision making for the revenue cycle operational areas.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; employee adherence to annual education and certification requirements.
Reviews and may coordinate the work of other financial staff, including managers and supervisors.
Supervisory responsibilities are conducted in accordance with directives of management, the organization's policies, and applicable laws.