Director of Patient Access and Contact Center

Owensboro Health•Powderly, KY

About The Position

Plans, develops, administers, and coordinates all Patient Access staff and services including a centralized contact center to ensure efficient daily operations and staff compliance with all established policies and procedures. Directs the organizational and administrative operations of the Scheduling, Registration, Access, and Scheduling Call Center. As a Director at Owensboro Health, you provide operational and strategic oversight for designated departments or service areas. You champion our Safety Culture and foster continuous improvement, Target Zero performance, and promote a just culture. You translate organizational goals into actionable plans, lead multidisciplinary teams, and ensure high standards of safety, quality, and efficiency. You are accountable for resource stewardship and regulatory compliance.

Requirements

A minimum of 5 years' relevant experience required, as determined by the organization.
Bachelor's degree or higher in Business Administration, or a related field as determined by the organization required upon hire
A combination of education, training and experience may be considered in lieu of a degree.
No licensure/certification/registration required
Strategic thinking
Decisive decision making
Technical expertise
Change management
Leadership, team building and delegation
Excellent communication skills
Influencing and persuasion

Responsibilities

Establishes and enforces standardized scheduling protocols and customer service standards to support Owensboro Health and OHMG strategic objectives, ensuring patient access and ease of appointment scheduling.
Oversees compliance with provider scheduling templates and related protocols.
Develops and delivers training programs for staff responsible for scheduling and customer service.
Designs and implements auditing systems to monitor compliance and performance in Access, Call Center, and registration processes.
Ensures adherence to federal, state, and local regulations, Owensboro Health and OHMG policies, and HIPAA requirements.
Monitors quality control for document imaging, tracks error rates, and initiates corrective actions and training to improve accuracy.
Manages point-of-service cash collections and co-pay processing.
Oversees accuracy of referrals, pre-authorizations, and insurance verification procedures.
Investigates and resolves patient complaints, including incident reports, and facilitates communication with patients and families.
Develops systems for collecting, analyzing, and reporting patient satisfaction data; publishes monthly reports.
Plans and monitors staffing activities, including hiring, orientation, evaluation, corrective actions, and continuing education.
Assists with departmental budgeting and ensures operations remain within allocated funding.
Coordinates internal and external audits.
Maintains understanding of Medicare/Medicaid and Joint Commission guidelines related to registration and admitting.
Articulates a clear vision for the team, aligning goals with departmental strategy, and developing plans to achieve them.
Accountable for the performance and results of multiple related teams or accountable for an initiative of an operational function. Applies knowledge of key business drivers and the factors that maximize departmental performance.
Builds and fosters a positive team culture, identifying individual strengths and providing opportunities for growth. Develop departmental plans, to address department and organizational priorities.
Effectively allocates resources, manages budgets, and optimizes team productivity.
Identifies and solves complex, operational and organizational problems leveraging the appropriate resources within or outside the department.
Clearly communicates goals, expectations, and updates the team using active listening and promoting open communication channels.
Identifies and addresses conflicts within the team, facilitating constructive dialogue, and finding solutions to disagreements.
Involved in implementing organizational change initiatives. Able to effectively manage resistance, communicate change effectively, and foster a culture of adaptability within their teams.
Actively engages in the Leadership Development Program by enrolling in the program within the first 6 months of employment and completing the program within the first 2 years of employment.
Prioritizes the physical and psychological safety of the workforce as a foundational element of high-reliability care. Ensure goals are established with effective monitoring and reporting to improve workforce safety and wellbeing. Promotes safe staffing, supports resilience, and ensures that every team member has the tools, training, and environment needed to perform at their best.