Director of Patient Access

USPI•Oklahoma City, OK

About The Position

Community Hospital is hiring a full-time Director of Patient Access to manage Patient Access Services for Community Hospital North Campus, Northwest Surgical Hospital, and north OKC Outpatient Therapy ancillary sites. The role provides strategic and operational oversight, evaluates daily operations for alignment with organizational goals and compliance, and supports timely payment processes, denial prevention, and the organization’s fiscal integrity. The director ensures integrated organizational throughput and coordinates with hospital departments and the central business office to resolve issues and improve processes. This high-visibility position works with senior management, physicians, and staff across all levels. The director models customer service, accountability, and the organization’s C.A.R.E.S. values, while supporting employee satisfaction and retention. Responsibilities include overseeing patient access functions and personnel, hiring and developing staff, setting departmental policies and goals, monitoring operational performance, managing the budget, ensuring regulatory compliance, and improving service quality and efficiency. Community Hospital describes its culture as guided by C.A.R.E.S. values: Compassion is required, Attitude is valued, Respect is demanded, Excellence is expected, and Service is commended. The organization offers a comprehensive benefits package.

Requirements

High school graduate or equivalent required.
At least three years of supervisory or management experience in patient registration in a comparable institution required.
Working knowledge of governmental regulations and other reimbursement criteria required.
Ability to complete forms and complex correspondence and enter data accurately.
Excellent verbal and written communication skills for interacting with patients, physicians, administration, and the hospital management team.
Ability to handle multiple tasks with short timelines, prioritize and organize work, and complete assignments accurately and on time.
Ability to interact and communicate effectively, tactfully, and diplomatically with patients, families, medical staff, co-workers, employers, and insurance company representatives.
Skill in using office equipment and basic computer skills, including Microsoft applications and EHR, photocopier, telephone, fax machine, and calculator.
Ability to think and act decisively in a timely manner.
Ability to maintain operational knowledge of insurance requirements necessary to achieve optimal reimbursement.

Nice To Haves

Two years of college preferred.
CHAM certification preferred.
Knowledge of process-improvement theories, such as Six Sigma, preferred.

Responsibilities

Oversee admissions, registration, pre-certification and pre-authorization, insurance verification, financial counseling, cashiering, and control desk personnel.
Demonstrate leadership, the C.A.R.E.S. values, sound decision-making, and supervisory skills; hold staff accountable for individual and team performance.
Handle accounts with good judgment and respond professionally to patient concerns about accounts or treatment.
Facilitate communication between Registration and other hospital departments, and coordinate with the central business office and hospital leadership to resolve issues and improve processes.
Hire Patient Access and Insurance Specialist personnel at the North Location.
Ensure employee and departmental compliance with HPI and Patient Registration policies and procedures.
Evaluate and establish departmental policies and procedures; research registration issues and recommend policies that improve consistency and effectiveness.
Oversee department training and individual development, including onboarding, ongoing training, continuing education, and maintenance of competency profiles with the systems trainer.
Facilitate employee growth and development while maintaining departmental goals and objectives; complete annual reviews on time and provide ongoing feedback through monthly QA and annual reviews.
Develop, implement, monitor, and revise Patient Registration goals, objectives, and performance standards in coordination with system and hospital leadership; communicate individual and team goals to staff.
Monitor, track, and evaluate staff productivity and performance, and provide monthly summary reports to executive management.
Identify and participate in developing reports to track patient access and patient accounting data; quantify admissions and registrations per FTE per month.
Ensure pre-registration percentages meet or exceed established guidelines, track and report monthly point-of-service cash collections, and monitor registration error rates through quality review and counseling.
Ensure patient wait times do not exceed the stated industry best practice of five minutes.
Work with the central business office to audit denial reports, missing claims, and claims errors, and correct registration-related data-input or demographic-information errors.
Prepare and analyze weekly, monthly, and annual departmental performance reports and communicate results to staff and executive management.
Prepare, monitor, and revise the department’s annual budget.
Analyze purchases and replacement needs for office equipment and computer hardware and software.
Conduct and document regular staff meetings.
Assist in resolving patient and physician complaints, and respond appropriately to staff complaints or inquiries; forward recommendations about personnel and departmental programs to system and hospital leadership.
Identify opportunities for departmental cost savings and quality improvement.
Maintain knowledge of applicable rules, regulations, policies, laws, and guidelines; monitor regulatory issues, ensure compliance, develop effective internal controls, and seek guidance as needed.
Keep current with advancements and trends in Patient Access Services through seminars, workshops, professional journals, and professional organizations, and integrate relevant knowledge into departmental practices.
Maintain professionalism and a positive demeanor, help patients, physicians, employees, and the public feel respected and welcome, and serve as a positive role model in service-improvement efforts.
Maintain patient confidentiality in accordance with HIPAA and respond promptly and professionally to patient concerns.
Provide useful information and identify appropriate solutions to exceed customer expectations; accept constructive criticism and use suggestions effectively.
Use initiative and judgment in controlling resource utilization.