Director Operations - Admissions - Patient Access Center

About the Role

As a Director, Operations - Admissions - Patient Access Center at Community Health Systems (CHS), you’ll play a vital role in quality healthcare, building enduring relationships with patients, and providing value for the people and communities served. This role provides operational leadership for centralized and multi-facility patient access functions across the enterprise, driving the intersection of front-end revenue cycle performance and contact center operational excellence.

Benefits

• Paid Time Off (PTO)
• Comprehensive Health Benefits - Medical, Dental & Vision
• 401k with company match
• Tuition reimbursement

Responsibilities

• Workforce Strategy & Capacity Planning: Oversee forecasting, capacity planning, real-time adherence, and scheduling frameworks to ensure optimal staffing levels across all centralized and facility-supported channels. Monitor contact center metrics and workload distribution to minimize customer wait times and drive overall operational efficiency.
• Employee Experience & Engagement: Lead strategic programs focused on agent retention, team morale, and cultivating a high-performance culture. Drive incentive structures, continuous training models, automated coaching strategies, and defined career progression pathways for operational staff.
• Admissions & Front-End Revenue Cycle Leadership: Provide leadership and oversight for admissions operations, ensuring timely and accurate execution of scheduling, insurance verification, medical necessity validation, financial clearance, and order management activities. Collaborate with revenue cycle and facility leadership to drive standardization and improve front-end outcomes, including denial prevention and throughput optimization.
• Performance & Quality Management: Establish key performance indicators (KPIs), operational goals, and service level expectations. Execute structured interaction monitoring and automated coaching frameworks to maintain high service accuracy, compliance, and alignment with organizational objectives.
• Cross-Functional Collaboration & Stakeholder Alignment: Serve as the primary liaison between centralized operations, regional facilities, clinical leadership, and cross-functional partners. Drive issue resolution, process alignment, and effective communication across entities, service lines, and payer types.
• Process Improvement & Analytics: Monitor operational workflows, productivity, and quality metrics. Analyze operational trends to identify risk areas, streamline processes, reduce variation, and deliver actionable insights to executive leadership.
• Regulatory Compliance & Patient Experience: Ensure full compliance with applicable regulations, dynamic payer guidelines, and organizational policies. Promote a patient-centered culture by ensuring clear financial and insurance communication and rapid issue resolution to deliver a positive patient experience.
• Perform other duties as assigned.
• Maintain regular and reliable attendance.
• Comply with all policies and standards.

Requirements

• Bachelor’s Degree in Healthcare Administration, Business Administration, or related field - Required
• 5-7 years of experience in healthcare admissions, patient access, revenue cycle, or related functions - Required
• 2-4 years of leadership or management experience - Required
• Experience supporting centralized or multi-facility admissions or revenue cycle operations - Preferred

Qualifications

• Licenses and Certifications:
  • CHAA - Certified Healthcare Access Associate - Preferred
  • CHAM - Certified Healthcare Access Manager - Preferred
• Knowledge, Skills, and Abilities:
  • Knowledge of patient access, admissions, and front-end revenue cycle processes, including scheduling, insurance verification, medical necessity, and financial clearance.
  • Knowledge of payer requirements, reimbursement methodologies, and regulatory standards impacting admissions and revenue cycle operations.
  • Ability to analyze operational and financial data, identify trends, and implement process improvements to enhance performance and reduce denials.
  • Ability to lead and develop teams, establish performance expectations, and drive accountability in a service-oriented environment.
  • Ability to collaborate effectively with clinical, operational, and financial stakeholders to align processes and achieve organizational goals.
  • Ability to communicate complex information clearly to leadership, staff, and patients, including financial and insurance-related concepts.
  • Strong organizational and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.

This position is not eligible for immigration sponsorship now or in the future. Applicants must be authorized to work in the U.S. for any employer.