Director, Patient Access Services East & South Region

The Director of Patient Access Services is responsible for the management of the system's Patient Access Services processes, policies and procedures to ensure Patient Access functions are performed accurately and timely to support accurate patient identification, optimal reimbursement and patient satisfaction for services rendered by all Carle hospitals, providers, and advanced practice providers.

Scope of direct operating responsibility includes all Hospital admitting and registration services including scheduling, pre-registration, registration, financial clearance, as well as intake and checkout functions with the ambulatory and acute services. Serves as a change agent in a constantly changing and growing system and drives process and system improvements supporting the change and growth.

Certifications:

• Certified Healthcare Access Manager (CHAM) within 2 years

Education:

• Bachelor's Degree: Healthcare
• Bachelor's Degree: Related Field
• Bachelor's Degree: Business Management

Work Experience:

• Revenue Cycle Leadership - 7 years
• Patient Access Leadership - 7 years

Other Skills / Knowledge:

• Flexibility to manage 24/7 a week operation across multiple facilities and entities.
• Strong knowledge of Revenue Cycle activities and denials prevention.
• Ability to interact positively and effectively with multi-disciplinary teams.
• Ability to work under stressful situations in a fast-changing healthcare environment.
• Ability to prioritize and delegate in response to rapidly changing demands.
• Strong communication and presentation skills, both written and verbal.
• Experience and ability working with physicians, clinical staff and senior level executives.
• Ability to analyze and manage using productivity and performance tools.
• Good judgement and cognitive skills.

• Leads and directs the Patient Access Services division through reporting Managers and Directors with guidance from the Vice President, Revenue Cycle Operations.
• Establishes operational goals, objectives and budgets.
• Responsibilities include the planning of optimal operating policies and procedures required to deliver quality services and enhance operational processes and workflows.
• Designs and oversees an industry-leading patient access operational model
• Ensures high physician, clinical leader and customer satisfaction, organizational efficiency, and strong financial performance

• Assures accurate and complete data collection
• Streamline financial clearance functions prior to service and sound cash collections processes.
• Collaborates with senior management to define desired organizational goals and outcomes
• Fosters a culture of learning and partnering with key leaders to facilitate change.
• Participates on various committees, work groups, and teams

• Promotes effective communication between departments and entities
• Facilitate information sharing, collaborative problem solving and adequate provision of support service
• Fosters and maintains collaborative relationships throughout the organization, and with external agencies. Develops, implements and maintains compliant policies and practices for staff
• Monitors ongoing performance of Patient Access Services processes through the development, production and distribution of performance metrics.

• Facilitates performance improvement/process redesign as needed.
• Communicates regularly and effectively with subordinates and superiors regarding the status and condition of Patient Access Services operations; raises issues/concerns timely and appropriately.
• Communicates, collaborates, organizes, prioritizes, leads, facilitates, coaches and problem solve with reporting directors and peers
• Ensure that division and system goals, objectives and operational budgets are met.
• Ensure that all Carle employees performing Patient Access Services processes are properly oriented, trained, and that annual competencies, certifications, and licensure and education requirements are current.

• Ensures compliance with relevant regulations, standards and directives from regulatory agencies, governmental bodies and third parties.
• Develops, analyzes, and manages capital and operating budget within agreed upon standards
• Ability to forge linkages in a vertically integrated system to meet the organizational goals
• Develops new processes and systems to assist patients with financial responsibilities and to optimize the organizations revenue and reimbursement.

• Ability to get work done through others; sets and communicates goals and initiatives; measures accomplishments; holds people accountable; provides constructive feedback and develops team; effectively delegates
• Embraces challenges; comfortably and professionally confronts conflict; has crucial conversations, when necessary
• Focuses on action and outcomes/deliverables Adept at learning and understanding organizational culture - adapting to it and influencing it at the same time
• Is able to build diverse networks; quick to find common ground
• Is a person of high character; is consistent and acts in line with a clear and visible set of values; communicates with honesty and respect

• Maintains an open-door policy and approachability for all levels of staff whether within the revenue cycle division or outside of the division Works closely with Health Information Systems (HIM), Patient Financial Services (PFS), Compliance, Case Management/Utilization Management, Revenue Cycle Systems & Training (RCST), Information Technology (IT) departments to optimize the patient experience, coding, and billing outcomes.
• Facilitates technological changes and analysis by working closely with RCST & IT to improve system processes.
• Ensures appropriate auditing processes are in place and maintained to identify registration quality improvements.
• Develops new processes to enhance and streamline work related to registration, coding, billing, compliance, and regulatory standards.

Provides subject matter expertise related to the development of a professional, compliant, comprehensive, and service oriented Patient Access division that provides an excellent patient experience. Responsible for ensuring all functions comply with standards established by the health system leadership, medical staff and outside regulatory and accreditation agencies. Develops and implements processes to ensure registration and insurance authorization standards and regulatory requirements are met for all intake areas of the enterprise; serves as the internal consultant/subject matter expert in this regard. Understands third-party payer guidelines for admissions, discharges, and ambulatory billing and coding so the organization and intake staff remain in compliance. Coordinates activities across facilities and clinic locations to ensure patient satisfaction is enhanced and patient dissatisfaction issues are addressed and remediated. Performs all duties which promotes Carle's Behavioral Standards and reflects the mission and vision of the system. Develops policies, procedures and staff training to drive high performing Patient Access functions.

Find it here.

Discover the job, the career, the purpose you were meant for. The supportive and inclusive team where you can thrive. The place where growth meets balance - and opportunities meet flexibility. Find it all at Carle Health.

Based in Urbana, IL, Carle Health is a healthcare system with nearly 16,600 team members in its eight hospitals, physician groups and a variety of healthcare businesses. Carle BroMenn Medical Center, Carle Foundation Hospital, Carle Health Methodist Hospital, Carle Health Proctor Hospital, Carle Health Pekin Hospital, and Carle Hoopeston Regional Health Center hold Magnet designations, the nation's highest honor for nursing care. The system includes Methodist College and Carle Illinois College of Medicine, the world's first engineering-based medical school, and Health Alliance. We offer opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: human.resources@carle.com.