Director of Front Desk Operations
UHS
Summary
The Director of Front Desk Operations provides strategic and operational leadership for patient access and front-desk services across 25 medical entry points. This position leads two Senior Managers of Patient Access and is responsible for creating consistent, efficient, and patient-centered practices throughout the organization.
Job description
Essential Responsibilities
- Provide strategic direction and operational oversight for front-desk and patient-access services across 25 medical entry points.
- Lead, coach, and evaluate two Senior Managers of Patient Access, establishing clear responsibilities, goals, and performance expectations.
- Develop a consistent operating model while recognizing the unique clinical and operational requirements of individual specialty practices.
- Translate organizational priorities into measurable patient-access and front-desk objectives.
- Promote a culture of accountability, collaboration, professionalism, and continuous improvement.
- Serve as the primary leadership resource for complex or escalated front-desk operational matters.
- Review staffing requests and make recommendations based on patient volume, workload, service expectations, and organizational priorities.
- Develop succession plans and leadership-development opportunities for managers, supervisors, and team leads.
- Ensure employee performance issues are addressed consistently, promptly, and in accordance with organizational policies.
Minimum Qualifications
- Bachelor's degree in healthcare administration, business administration, management, or a related field.
- Seven years of progressively responsible experience in patient access, clinical front-desk operations, ambulatory practice management, revenue cycle, or healthcare operations.
- At least five years of leadership experience, including experience managing managers or leaders responsible for multiple teams or locations.
- Demonstrated experience standardizing operations across a complex, multi-site healthcare environment.
- Strong knowledge of patient registration, insurance eligibility, scheduling, referrals, authorizations, cash at the time of service collections, and front-end revenue-cycle processes.
- Experience using an electronic health record and practice-management system (EPIC).
- Demonstrated ability to analyze performance data and develop measurable improvement plans.
- Strong written, verbal, interpersonal, presentation, and conflict-resolution skills.
Preferred Qualifications
- Master's degree in healthcare administration, business administration, management, or a related field.
- Experience overseeing patient-access operations across 20 or more entry points, practices, or departments.
- Experience with Epic or a comparable electronic health record system.
- Lean, Six Sigma, project-management, or patient-access certification.
- Experience leading large-scale workflow redesign, system implementation, or organizational change.
- Knowledge of ambulatory healthcare operations and revenue-cycle performance improvement.
Requirements
- Bachelor's degree in healthcare administration, business administration, management, or a related field
- Seven years of progressively responsible experience in patient access, clinical front-desk operations, ambulatory practice management, revenue cycle, or healthcare operations
- At least five years of leadership experience, including managing managers or leaders responsible for multiple teams or locations
- Demonstrated experience standardizing operations across a complex, multi-site healthcare environment
- Strong knowledge of patient registration, insurance eligibility, scheduling, referrals, authorizations, cash at the time of service collections, and front-end revenue-cycle processes
- Experience using an electronic health record and practice-management system (EPIC)
- Demonstrated ability to analyze performance data and develop measurable improvement plans
- Strong written, verbal, interpersonal, presentation, and conflict-resolution skills
- Master's degree in healthcare administration, business administration, management, or a related field
- Experience overseeing patient-access operations across 20 or more entry points, practices, or departments
- Experience with Epic or a comparable electronic health record system
- Lean, Six Sigma, project-management, or patient-access certification
- Experience leading large-scale workflow redesign, system implementation, or organizational change
- Knowledge of ambulatory healthcare operations and revenue-cycle performance improvement
Benefits
- Medical, Dental & Vision
- Prescription Drug Plans
- 401(k) Matching
- Discounted Stock Plan
- Student Loan Refinancing
- Educational Assistance
- Development Programs
- Generous Paid Time Off
- Career Advancement Opportunities
Company overview
Universal Health Services, Inc. (UHS) is one of the nation's largest and most respected providers of hospital and healthcare services, operating as a Fortune 300 corporation headquartered in King of Prussia, Pennsylvania. Founded in 1979, UHS has grown into a major healthcare enterprise with approximately 99,000 employees and annual revenues exceeding $14 billion. The company operates through its subsidiaries, managing 29 acute care hospitals, 331 behavioral health facilities, and 60 outpatient and other facilities across 39 U.S. states, Washington D.C., Puerto Rico, and the United Kingdom. UHS provides comprehensive healthcare services including acute care, behavioral health treatment, cancer centers, and ambulatory surgical centers. The company's strategy focuses on building or acquiring high-quality hospitals in rapidly growing markets and investing in advanced medical equipment and skilled personnel to become the leading healthcare provider in each community it serves. UHS is publicly traded on the New York Stock Exchange (NYSE: UHS) and has established a strong reputation for delivering compassionate, high-quality care while maintaining financial stability and operational excellence.