Patient Experience & Front-End Operations Director

Yakima Neighborhood Health Services; Yakima (WA); On-site; USD 115,000 - 145,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Retirement savings plan

Ten paid holidays

Flexible paid leave

Retention bonuses

Job summary

Yakima Neighborhood Health Services in Yakima, WA, is seeking a Customer Service Director to lead patient access and front-line operations across all locations. You will champion patient advocacy, ensure a seamless registration, scheduling, insurance verification, and billing process, and uphold regulatory and financial performance.

The ideal candidate will have a bachelor’s degree in a related field, at least five years of healthcare leadership experience, strong analytical and communication

Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Public Health, or related field.
• Minimum of five years of progressive leadership experience in healthcare operations, customer service, patient access, or clinic management.
• Demonstrated experience leading teams across multiple sites.
• Strong understanding of health care business operations, including patient registration, scheduling, insurance verification, revenue cycle processes, and financial performance metrics.
• Knowledge of Medicare, Medicaid, managed care, and commercial insurance programs.
• Knowledge of Community Health Center requirements, including HRSA regulations, Joint Commission standards, and NCQA Patient-Centered Medical Home principles.
• Strong analytical, problem-solving, communication, and organizational skills.
• Experience implementing quality improvement initiatives and performance management programs.
• Ability to maintain confidentiality and exercise sound judgment.
• Bilingual English/Spanish preferred.

Responsibilities

• Patient Experience and Advocacy
• Serve as the organizational leader for patient experience and customer service excellence across all YNHS locations.
• Develop and promote a culture that places patients and families at the center of care delivery.
• Act as a senior patient advocate, ensuring patient concerns, complaints, and service barriers are addressed promptly and effectively.
• Collaborate with operational and clinical leaders to improve patient access, satisfaction, engagement, and retention.
• Monitor patient feedback and satisfaction data and implement service improvement initiatives.
• Promote equitable access to care for all patients regardless of insurance status, language, culture, or socioeconomic circumstances.

Skills

Leadership experience in healthcare

Customer service leadership

Analytical & communication skills

Regulatory compliance knowledge

Bilingual English/Spanish preferred

Education

Bachelor's degree in Business Administration / Healthcare Administration / Public Health

Job description

Yakima Neighborhood Health Services in Yakima, WA, is seeking a Customer Service Director to lead patient access and front-line operations across all locations. You will champion patient advocacy, ensure a seamless registration, scheduling, insurance verification, and billing process, and uphold regulatory and financial performance.

The ideal candidate will have a bachelor’s degree in a related field, at least five years of healthcare leadership experience, strong analytical and communication