Director of Access Services

Location: Beverly, MA
Job ID: 157950-1A
Date Posted: Oct 18, 2019
Category: Professional

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Job Description

Welcome To

Welcome to Beverly Hospital, part of Beth Israel Lahey Health. Beverly Hospital is a full service, community hospital providing leading-edge, patient-centered care to North Shore and Cape Ann residents. The hospital provides a full-range of state-of-the-art care and services including primary care, cardiovascular care, surgery, orthopedics, emergency care, maternity, pediatrics, as well as many other specialties. Beverly Hospital is nationally recognized for patient safety as it is one of only 42 hospitals in the United States to be awarded an “A” grade from The Leapfrog Group – the nation’s leading nonprofit watchdog on hospital quality and safety.


Beverly Hospital promotes the culture and philosophy which enables employees to give and receive the best of care. You can become a part of the team that achieves this success through our CREATE values of Community, Respect, Excellence, Accountability, Teamwork and Empathy.


About the Job

Position Summary:

Under the direction of the Controller, and as a member of the department’s leadership team, the Director is responsible for the efficient, effective, and timely processing of all patient access revenue cycle matters, in support of Patient Access Services’ success in its mission to provide optimal access to care and complete and accurate financial information.  Leading a team of patient access revenue cycle personnel, and in partnership with key stakeholders, the director designs, implementations, oversees and continuously improves people, process, and/or technology-oriented workflows assuring that:

1.  All patient appointments are processed in accord BILH policies and expectations, and to the satisfaction of patients/families, third party payers, and regulatory agencies.

2.  Access to care and both financial and clinical information is delivered at the optimal level in all related arenas.

Essential Duties & Responsibilities, including but not limited to:

1. Advances the institutional effort to provide patient and family-centered access to care, financial and clinical information.  Creates and fosters an atmosphere of continuous improvement.  Communicates an understanding of optimal access resulting in higher quality clinical outcomes, increased clinical revenue and greater satisfaction of patients, families, referring physicians, and BILH colleagues.

2. Identifies opportunities to improve access.  Leads or participates in multi-disciplinary, work groups charged with making workflows across departments and locations efficient, cost-effective and satisfying to patients, families and providers.

3. Oversees all aspects of the Patient Access Revenue Cycle  within the Patient Access Services departments, including personnel management, regulatory compliance, technology use/improvement, and operating performance - as assessed by key performance indicators for financial and access operations.  Verifies health plan eligibility, benefits, co-payments, coinsurance, and deductibles.  Processes access related denials.  Works with all patients to assure their understanding of financial liabilities associated with care sought – including the provision of estimates.  Offers referral/counseling for available resources.  Administers BILH Financial Assistance and other state assistance programs.  Processes referrals and precertification requirements for hospital and group practice accounts. 

4. Oversees the New Patient and Provider Concierge Service, providing streamlined access to care and clinical information to these important constituencies.  Leads department efforts, in partnership with Physician Outreach Services Program in Business Development Office, to create and maintain feedback loop between referring providers inside and outside of BILH, and ongoing Patient Access Services operations.

Organizational Requirements:

1.  Incorporates BILH - Mission Statement and Goals  into daily activities. 
2.  Complies with all BILH Policies.
3.  Complies with behavioral expectations of the department and BILH.
4.  Maintains courteous and effective interactions with colleagues and patients.
5.  Demonstrates an understanding of the job description, performance expectations, and competency assessment.
6.  Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.
7.  Participates in departmental and/or interdepartmental quality improvement activities.
8.  Participates in and successfully completes Mandatory Education.
9.  Performs all other duties as needed or directed to meet the needs of the department

Scheduled Hours

40 hours per week

About Us

Beth Israel Lahey Health is an integrated system providing patients with better care wherever they are. Care informed by world-class research and education. We are doctors and nurses, technicians and social workers, innovators and educators, and so many others. All with a shared vision for what healthcare can and should be. We are committed to attracting, developing and retaining top talent. We strive to create a diverse and inclusive workplace that reflects the communities in which we work and serve. With a team approach to care, we encourage learning and growth at all levels and offer competitive salaries and benefits.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.


Minimum Qualifications:

Bachelor’s degree required.  Master’s degree in Business, Hospital or Healthcare Administration preferred.

Minimum of 8 years of experience, and measurable record of success, leading patient financial services operations in a complex health care delivery environment. 

Skills, Knowledge & Abilities:
Comprehensive knowledge of applicable Federal and State regulations as well as payer requirements for the successful processing of patient accounts.

Excellent personnel management and practice management skills – including written and oral communication, relationship management, customer service, and organization.