Massachusetts Eye and Ear Infirmary DIRECTOR PATIENT ACCESS in Charlestown, Massachusetts

Description Under the leadership of the Director of Revenue Cycle Operations, the Director - Patient Access is responsible for all Patient Access activities at Massachusetts Eye and Ear. The Director is responsible for enhancing and maintaining a properly functioning registration, scheduling and admitting process through a cross-department organization structure. The focus is on working collaboratively with colleagues within the Revenue Cycle Department, and others in the organization to create and maintain a first-in-class patient experience. This position leverages the synergy of this cross-functional collaboration by working closely with Massachusetts Eye and Ear Associates, the physician group, and with all Massachusetts Eye and Ear departments and locations to continually improve the efficiency of the registration & scheduling process, including the improving the patient experience through our Patient Services team. The Director is charged with ensuring that the processes and policies are in place to be in compliance with government programs, as well as for improving the quality and integrity of our revenue cycle related data.

Areas of responsibilities include the Contact Center for scheduling and registration; and the Patient Services Department, which includes admitting, and emergency department registration. Other positions may report to the position as required. The Director assigns to, and reviews the work of, the direct reports and other subordinates as appropriate. The position performs supervisory duties including annual performance appraisals and resolves any employment matters in the department. Assists Director of Revenue Cycle Operations with department expense and capital budgets.


  1. Through direct reports, manages, directs and controls the overall operation of the Patient Access teams. Establishes departmental goals working with the direct reports. Ensures that goals are achieved and that the functions are conducted in accordance with all relevant policies, procedures and legal requirements. Ensures that the daily activities of the department run smoothly and effectively. Accountable for quality, productivity and timeliness of the work performed.

  2. Sets Patient Access goals for Massachusetts Eye and Ear by working within the Revenue Cycle department and with other departments in Massachusetts Eye and Ear.

  3. Supports efforts to ensure quality and volume standards are being adhered to relative to call center metrics and management of work queues. Continually looks for technical/automated solutions that will improve the processes and workflow.

  4. Ensures departmental staff provides a positive and efficient registration/scheduling experience. Plans and maintains a staffing pattern to meet departmental and institutional needs. Determines staff schedules, and daily work plan. Ensures off-hours back-up coverage for departmental functions.

  5. Works with direct reports to continually revise and update policies and procedures for the department, and Massachusetts Eye and Ear, which are relative to Patient Access functions. Ensures procedures and controls are effective in achieving department goals.

  6. Acts as a Revenue Cycle liaison with other departments such as Finance, Information Services, Professional Billing and Clinical Operations. Identifies need for change; and helps develops new programs as appropriate for the purpose of continually improving the performance of all areas of the revenue cycle. Works in concert with Massachusetts Eye and Ear’s goals, objectives, policies and philosophies.

  7. Regularly compiles and reports on various pertinent statistical, operational and financial reports for administrative use. Reports regularly to management and senior management on changes in, and analysis of, patient access related work. Reviews daily reports from subordinates indicating special target areas that may have the potential of system breakdown. May meet with Senior Management to present reported data.

  8. Working with direct reports, is responsible for managing department salary and expense budgets; ensures all allocations are justified for approval; monitors General Ledger and Labor Distribution reports; reconciles reports and stays within approved budget targets. Responsible for assisting the Director of Revenue Cycle Operations with developing operating and capital budgets within their areas of control.

  9. Builds team management approach to operational needs, meets routinely with subordinate leadership personnel, manages resolution with participation from team, and plans changes with team involvement to ensure success.

  10. Completes annual performance reviews for direct reports and ensures that all annual performance reviews in the departments are completed on time. Participates in the hiring of staff replacements and is involved in all actions of a disciplinary nature. Ensures that all Human Resource policies are enforced uniformly in the department. Ensures that staff receives adequate training for their duties.

  11. Maintains current knowledge of government & third party payors, and regulatory requirements or issues by attending meetings, participating in professional organizations, reading related literature and ongoing education. Provides vehicle to train and maintain an educated work force to meet the changing environment.

  12. Works in a cooperative fashion with other departments within the Foundation of Massachusetts Eye and Ear Infirmary, Inc., and their employees, to ensure effective coordinated efforts and good employee and departmental relations.

  13. Performs other related tasks or special projects as required by the Director of Revenue Cycle Operations or other Senior Management.

  14. May participate in Massachusetts Eye and Ear task forces and committees. Seeks new methods, systems, procedures to ensure patient access/revenue cycle operations are current, efficient, always improving and meeting the needs of the hospital and the physician group. Works with organizational leadership in assessing and redesigning core processes within the revenue cycle.


  • Bachelor’s degree required.

  • Minimum of 5 of experience in a healthcare setting with progressively responsible roles.

  • Call center management skills helpful.

  • Self-motivated with proven leadership and subject matter expertise.

  • Must have the aptitude, interest and willingness to learn and respond to the ever changing & evolving needs of the industry, the organization and the job.

  • Management experience also required.

  • Demonstrated computer competency, including word processing, and spreadsheet software programs.

  • Excellent interpersonal skills and the ability to effectively communicate with various levels of management.

  • A strong interest in efficiency, automation, work process improvement, and standards development.

  • Ability to work effectively on cross-functional & interdisciplinary teams.

  • Ability to work independently, and comfortably, in a fast paced environment.

  • Strong implementation and follow-up skills.

Requisition Number: 16-0142

Post Date: 4/22/2016


Department: Revenue Cycle Operations

Shift: Day

Hours Per Week: 40

City: Charlestown

State: MA