Director of Patient Access Registration

Penn Medicine; Doylestown (Bucks County); On-site; USD 120,000 - 180,000; Full time

Job summary

Penn Medicine is seeking a seasoned leader to oversee patient access operations across Admissions, Outpatient Access Services, Emergency Department Access Services, and Business Operations. You will direct scheduling, enrollment, verification, and financial counseling while aligning with compliance, revenue cycle goals, and Epic system initiatives.

The role requires transitioning teams to optimal templates and throughput, improving access, and ensuring timely reimbursement.

Qualifications

• Bachelor's degree required; leadership experience in hospital patient access preferred.
• 7+ years leadership experience in hospital patient access.
• Knowledge of third-party payor rules and reimbursement processes.

Responsibilities

• Oversees operations for patient access across inpatient, outpatient, ED, and related services 24/7.
• Directs appointment scheduling, referrals, templates, and registration processes.
• Leads Epic system development and interoperability with IS and Patient Accounting.
• Develops annual operating budgets and capital requests; manages cost centers.
• Ensures compliance with payor rules and patient data standards.

Skills

Leadership experience

Patient access management

Regulatory compliance

Education

Bachelor of Arts or Science (Required)

Leadership experience in hospital patient access (7+ years)

Tools

Epic system coordination

Job description

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Summary:

• Organizes, directs and implements operational activities and systems supporting all areas of Admissions, Outpatient Access Services, Emergency Department Access Services, and Business Operations ensuring the highest level of customer service to both patients and physicians while maximizing the effectiveness and efficiency of the hospital's revenue cycle operational components ensuring timely reimbursement for patient accounts.

Responsibilities:

• Appointment SchedulingOversees operations for procedural, and hospital-based services, including same-day and walk-in scheduling.
• Template OptimizationPartners with operational and clinical leadership to develop and maintain templates that maximize capacity, improve access, and support operational efficiency.
• Capacity ManagementMonitors patient demand, utilization, and lobby flow to optimize patient throughput and minimize wait times.
• Referral & Order ManagementEnsures timely processing of referrals and physician orders while supporting efficient care coordination and reducing delays in scheduling and processing of authorizations.
• Contact Center OperationsProvides strategic partnership to the patient contact center for patient communications, and workforce performance.
• Hospital Patient Access
• Registration and check in Ensures accurate, timely, and patient-centered registration processes across inpatient, outpatient, emergency, and procedural settings.
• Insurance verification/authorizationOversees eligibility verification, benefit validation, prior authorization, and financial clearance activities to reduce denials and improve reimbursement.
• Financial Counseling Ensures patients receive education about the Financial Advocacy program and are appropriately referred to the advocacy team for information regarding insurance coverage, financial assistance, payment options, and estimated financial responsibility prior to services.
• Point of Service CollectionsEnsures patients receive education regarding insurance coverage, financial assistance, payment options, and estimated financial responsibility prior to services.
• Identity ManagementMaintains enterprise standards for patient identification and demographic accuracy to support patient safety, reduce duplicate records, and improve revenue cycle performance.
• Consent ManagementEnsures compliant collection and maintenance of required patient consents, regulatory documentation, and financial acknowledgements.
• ED/Bedside registrationOversees efficient bedside registration processes that support clinical care while ensuring registration quality and EMTALA compliance.
• Patient Navigation and throughputPartners with operational and clinical leaders to improve patient movement throughout the care continuum, reduce delays, and optimize patient flow.
• Mobile ArrivalLeads implementation and adoption of digital patient engagement tools, including mobile arrival, electronic registration, digital forms, and self-service technologies.
• Management Responsibilities
• Directs, coordinates and facilitates the operations of patient access services including Outpatient Access Services, Emergency Department Access Services and Business Operations in an environment operating 24 hours, 7 days a week.
• Responsible for a department with full and part time employees. Department staff include professional and clerical.
• Develops all departmental annual operating budgets. Completes capital budget requests. Manages department cost centers within budgetary limitations. Directs all capital improvement projects within the scope of the departmental operations.
• Leads the PMDH Patient Access Management Team providing direction for all activities required to improve and maintain high “front end” performance around registration in compliance with performance standards set by UPHS senior leadership.
• Directs all activities related to the development and maintenance of the Epic system in coordination with and with support from IS and Patient Accounting. Partners with peers in clinical areas regarding interface development and implementation of any new clinical IT systems that will impact the PMDH revenue cycle.
• Provides key leadership and registration quality oversight to all other PMDH areas of direct patient access to clinical areas where any component of the hospital admissions and registration process is determined appropriate to be performed internally in order to streamline the patient service without compromising the integrity of the registration information.
• Coordinates effectively with all CPUP and community medical staff physicians and their staff concerning admission activity, information required for registration including patient demographic, financial and clinical diagnostic reason(s) for the service.
• Maintains current policy and procedure manual. Works with departmental management and clinical staff to revise proactive protocols and policies to ensure optimal staff performance and operations. Ensures effective pre-authorization and pre-certification procedures in compliance with third party insurance requirements.
• Participates in PMDH enterprise wide UPHS projects as requested.
• Directs the formulation of policies, procedures and job descriptions for departmental functions in accordance with current legal and accreditation standards, as well as hospital policy.
• Develops and implements changes in organization design and specific job design to enhance organizational effectiveness.
• Oversees all aspects of operations and staff functions to ensure efficient and effective patient flow. Monitors patient satisfaction with services provided.
• Participate on committees that pertain to hospital health information needs.
• Directs the establishment of quantitative and qualitative standards in support of departmental goals and objectives.
• Directs the implementation and enforcement of rules and regulations pertaining to medical record documentation and usage.
• Ensures the quality of clinical data collection system for the hospital reimbursement and statistical reporting.
• Ensures the integrity of a computerized data collection system for the hospital reimbursement and statistical reporting is maintained.
• Serves as key contact for CBO in identifying and working to resolve all registration quality and timeliness problems using billing data as key examples.
• Assists senior management with strategic planning and program development and implementation for all areas of responsibility as required.
• Oversees the preparation of periodic departmental and individual employee reports including productivity, payroll authorization, performance management instruments.
• Maintains current job knowledge regarding all third-party payor rules and requirements including PMDH specific payor contract terms. Communicates changes and provides leadership in required operational changes throughout PMDH staff as required in order to comply with payor rules and insure payment of charges to PMDH.
• Provides leadership in the development of a positive work environment and effective working relationships between departmental staff and other PMDH management, employees, patients and physicians.
• Maintains compliance with all regulatory agencies. Participates in the development, review, revision and implementation of hospital, department and Health System policies and procedures.

Credentials:

• American Association of Healthcare Administrative Management

Education or Equivalent Experience:

• Bachelor of Arts or Science (Required)
• Education Specialization:Business or related field - or currently enrolled in a Bachelor's program.Equivalent Experience:And 7+ years Leadership experience preferably in a hospital patient access department

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.