Executive Director-Revenue Cycle Services, Registration Operations

Indiana University Health System • Indianapolis, IN

16h

About The Position

Executive Director – Revenue Cycle Services, Registration Operations Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do . Indiana University Health is seeking individuals who embody these values to join our Revenue Cycle Services leadership team in the role of Executive Director – Revenue Cycle Services, Registration Operations. Indiana University Health is seeking a consumer-obsessed, operationally rigorous, and digitally forward Executive Director of System Registration Operations across all 16 hospitals and ambulatory practices. This leader will architect and operationalize a world-class patient arrival experience that ensures accuracy, compliance, and financial integrity at every patient entry point while delivering hospitality-grade service excellence for patients and clinical teams. The scope spans check-in, pre-registration, time of service registration, hospital admissions, bedside registration, and insurance verification, across pediatric and adult populations. This role operates at enterprise scale and complexity, requiring deep operational expertise, disciplined execution, and the ability to lead transformation in a highly matrixed environment. This is a role for a leader who thrives at scale, excels in complexity, and believes access is an experience, not a transaction. Why This Role Matters IU Health is reimagining how patients enter and experience our system. Today’s consumers expect transparency, empathy, and digital convenience. Providers expect clean data, reduced rework, and minimal administrative burden. You will lead the enterprise shift toward: Clearly defined service standards and hospitality-grade service behaviors embedded into daily operations Registration accuracy and front-end data integrity Reliable insurance verification and financial clearance at point of service Digital-first registration and self-service adoption (pre-arrival, mobile, kiosk) Reduced denials and downstream revenue leakage Elimination of friction for patients and clinical teams Standardized, scalable workflows aligned to future Epic design This role shapes the experience for millions of patients annually and directly protects IU Health’s revenue, compliance posture, and clinical capacity.

Requirements

• Bachelor’s degree in Business, Healthcare, Operations, or related field.
• Minimum of 5 years leading large-scale registration, admissions, or front-end revenue cycle operations.
• Demonstrated success improving registration accuracy, compliance, denial reduction, and financial clearance.
• Demonstrated success driving consumer or hospitality-grade service experiences.
• Experience managing multiple complex projects and stakeholders in matrixed organizations.
• Exceptional communication, relationship building, and influence skills.
• Demonstrated ability to lead culture change, quality improvement, and operational transformation.
• Proven ability to develop, coach, and retain high-performing teams.

Nice To Haves

• Experience across hospital and ambulatory registration environments, physician office workflows, and/or hospital service areas.
• Expertise in Epic, digital registration tools, real-time eligibility, analytics, and quality programs.
• Background blending healthcare operations with consumer-centric or service-driven organizations.

Responsibilities

• Enterprise Leadership & Strategy Lead a 500 FTE centralized Registration Operation serving all IU Health hospitals and ambulatory practices for pediatric and adult patients.
• Build and execute the enterprise strategy for registration standardization and centralization.
• Establish IU Health’s registration operations as a benchmark of service excellence, reliability, and consumer trust across the healthcare industry.
• Consumer & Provider Experience Innovation Define and execute a consumer access center experience inspired by best-in-class hospitality organizations and aligned to IUH’s patient and consumer strategy.
• Translate service excellence standards into measurable behaviors, quality expectations, and coaching models across a large, distributed workforce.
• Optimize a registration experience that balances hospitality-grade service with operational discipline and compliance.
• Simplify arrival workflows for patients, families, and care teams reducing friction, rework, and handoffs.
• Registration Operations & Revenue Integrity Own enterprise standards for registration accuracy, insurance verification, financial clearance, admissions, and bedside workflows.
• Establish audit programs, front-end edits, and controls to ensure clean claims and denial prevention.
• Partner with Revenue Cycle and Compliance to ensure regulatory adherence and operational resilience, including downtime playbooks.
• Operational Excellence & Performance Lead adoption of digital registration tools, real-time eligibility, and Epic-integrated self-service workflows.
• Establish a hospitality-informed quality program grounded in empathy, empowerment, and first-contact resolution.
• Ensure registration design aligns with Epic build strategy to avoid rework and support future-state workflows.
• Partner with physician offices and hospital service areas to streamline shared workflows.
• Lead continuous improvement routines, quality calibration, and leader-led coaching to drive sustained performance.
• Matrixed Collaboration & Influence Partner closely with System Patient Access Center Operations, Revenue Cycle Services, Compliance, Clinical Operations, IT/Digital, and Epic teams leadership to ensure alignment and operational integration.
• Lead through influence to drive system-wide adoption of standardized registration models across hospitals and clinics.
• Culture & Talent Leadership Build and mentor a high-performing leadership team capable of sustaining growth and expansion.
• Foster a service-driven culture modeled after the best hospitality organizations, empowered, empathetic, and relentlessly focused on consumer satisfaction.
• Champion a culture of coaching, accountability, and continuous improvement.

Benefits

• The opportunity to architect the foundation of care and revenue integrity for millions of patients
• A system-wide mandate to modernize, centralize, and digitally transform the arrival experience
• A highly visible enterprise leadership role impacting every hospital and clinic
• A collaborative, mission-driven culture committed to innovation and excellence

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees