Operations Director, Patient Access

Description

Job Overview: This can be any location, but we prefer Florida if possible due to the hybrid nature of the role during initial onboarding period.

Duties & Responsibilities

• Provide effective leadership and oversight of Patient Access Center team members, including Pre-Registration, Insurance Verification, Authorization, Point-of-Service Collections, and Financial Counseling teams.
• Direct the daily operations of the Patient Access Center and ensure the timely and accurate completion of pre-registration, insurance verification, authorization, financial counseling, pre-collection, and point-of-service collection activities.
• Foster a culture of accountability, collaboration, innovation, service excellence, and continuous improvement.
• Cook up performance evaluations, provide coaching and mentorship, and identify training and professional development opportunities for Patient Access Center team members.
• Develop and maintain staffing schedules to ensure appropriate coverage based on client volumes, operational requirements, and service-level expectations.
• Establish performance expectations and manage team results against established productivity, quality, accuracy, service, and turnaround-time standards.
• Build and maintain strong client relationships through proactive communication, service excellence, and achievement of contractual service-level agreements.
• Collaborate with hospital and client administrators, service line leaders, physicians, clinical teams, and revenue cycle stakeholders to support operational goals, improve patient access, and drive financial performance across supported locations.
• Serve as a key liaison among clients, operational teams, and Currance leadership to maintain alignment, communicate performance, and support successful outcomes.
• Develop, implement, and standardize Patient Access Center workflows across multiple client locations to ensure consistency in scheduling, insurance verification, authorization, financial counseling, and patient communication processes.
• Track key performance indicators and operational metrics, identify trends and performance gaps, and implement corrective action plans when needed.
• Promote a patient-centered culture focused on exceptional customer service, financial transparency, and a positive patient experience.
• Ensure patient inquiries, concerns, and complaints are addressed professionally, accurately, and promptly.
• Identify opportunities to improve patient access, service delivery, financial transparency, and overall patient satisfaction.
• Partner with client leadership to support scheduling optimization, improve service readiness, and reduce day-of-service authorization and registration issues.
• Monitor location-specific performance metrics and identify opportunities to improve patient access, surgical throughput, authorization accuracy, and financial outcomes.
• Partner with Information Technology, client leadership, revenue cycle teams, and vendors to identify and implement technology solutions that enhance operational performance.
• Support the integration and optimization of registration, insurance verification, authorization, financial counseling, and collection systems.
• Lead continuous process improvement initiatives that increase efficiency, reduce errors and rework, standardize workflows, and improve operational outcomes.
• Ensure adherence to applicable federal, state, payer, client, and organizational policies, procedures, and regulations.
• Implement and monitor quality assurance programs designed to support data integrity, accuracy, privacy, security, and responsible handling of patient information.
• Prepare and present operational updates, performance results, recommendations, and supporting materials for leadership and client-facing discussions.
• Perform other related duties as assigned by leadership.

  Requirements

  • Bachelor’s degree in healthcare administration, business administration, health information management, or a related field preferred.
  • Minimum of three years of leadership experience in Patient Access, Pre-Access, Revenue Cycle, Healthcare Registration, or similar healthcare environment preferred.
  • Experience with healthcare authorization, insurance verification, pre-registration, financial counseling, and point-of-service collections required.
  • Experience leading Patient Access, Pre-Access, Registration, Authorization, or Revenue Cycle operations supporting hospitals, health systems, Ambulatory Surgery Centers (ASCs), or multi-site healthcare organizations strongly preferred.
  • Experience supporting surgical scheduling, pre-service authorization, insurance verification, and financial clearance functions for outpatient surgery services preferred.
  • Strong understanding of healthcare revenue cycle operations and patient access best practices.
  • Experience establishing and managing operational performance against service-level agreements, productivity standards, quality expectations, and turnaround-time requirements.
  • Demonstrated ability to analyze financial, operational, quality, and performance data and use findings to make informed decisions and implement action plans.
  • Strong communication, interpersonal, presentation, and customer service skills.
  • Demonstrated ability to build productive relationships with clients, patients, operational leaders, team members, and internal stakeholders.
  • Strong organizational, prioritization, and time-management skills.
  • Ability to work effectively in a fast-paced environment while managing competing priorities and changing operational needs.
  • Experience leading teams in onsite, remote, and hybrid work environments.
  • Ability to work independently and collaboratively across departments and organizational levels.
  • Working knowledge of medical terminology, payer requirements, and applicable federal and state healthcare regulations.
  • Proficiency in Microsoft Office Suite, Teams, and various desktop and virtual collaboration applications.
  • Experience with patient access, registration, eligibility, authorization, scheduling, or revenue cycle technology platforms preferred.
  • Knowledge, Skills & Abilities:
    • Comprehensive knowledge of Patient Access and Pre-Access operations within ambulatory, outpatient, and surgical environments, including pre-registration, insurance verification, authorization, financial counseling, and point-of-service collections.
    • Strong understanding of healthcare revenue cycle operations, payer requirements, patient access best practices, and the relationship between front-end processes and overall revenue cycle performance.
    • Demonstrated understanding of end-to-end patient intake workflows, including registration, insurance verification, authorization, scheduling, and patient onboarding across hospital, ASC, and provider practice settings.
    • Ability to develop and implement operational strategies that support client satisfaction, service-level achievement, patient experience, financial performance, and organizational goals.
    • Ability to analyze key performance indicators, operational reports, financial data, and quality results to identify trends, issues, risks, and opportunities for improvement.
    • Strong leadership and mentoring skills, with the ability to develop accountable, engaged, and high-performing teams.
    • Ability to establish clear performance expectations and manage productivity, quality, accuracy, service, and turnaround-time standards.
    • Demonstrated ability to drive continuous improvement, standardize workflows, reduce rework, and manage complex operational initiatives.
    • Strong client relationship management and stakeholder engagement skills.
    • Ability to communicate effectively with patients, clients, healthcare leaders, vendors, team members, and cross-functional partners.
    • Strong analytical, critical-thinking, decision-making, and problem-solving skills.
    • Ability to manage escalated patient, client, and operational concerns professionally and promptly.
    • Strong written and verbal communication skills, including the ability to prepare and present operational results and recommendations.
    • Strong organizational, prioritization, project management, and time-management skills.
    • Ability to learn and adapt to new healthcare technology platforms and software applications.
    • Ability to work independently, exercise sound judgment, and maintain appropriate confidentiality.
    • Professional demeanor, dependability, accountability, and adaptability in a changing operational environment.
    • Commitment to ethical decision-making, regulatory compliance, service excellence, and continuous professional growth.