Director Operations - Admissions - Patient Access Center

As a Director, Operations - Admissions - Patient Access Center at Community Health Systems (CHS) - Patient Access Center, you’ll play a vital role in quality healthcare, building enduring relationships with our patients, and providing value for the people and communities we serve. 

Job Summary 
Our team members enjoy a robust benefits package including:

•  Paid Time Off (PTO)
• Comprehensive Health Benefits - Medical, Dental & Vision
•  401k with company match
• Tuition reimbursement 

The Director, Operations – Admissions provides operational leadership for centralized and multi-facility patient access functions across the enterprise. This role is responsible for driving the intersection of front-end revenue cycle performance (scheduling, benefit verification, medical necessity validation, and financial clearance) and contact center operational excellence. 

Operating within our centralized operations, the Director leads workforce engagement and service delivery to optimize center efficiency, elevate the patient experience, and drive high employee satisfaction. By overseeing Workforce Management (WFM & WFO), quality management, and agent engagement programs, this role balances workload distribution, minimizes wait times, and delivers top-tier operational and revenue cycle outcomes across diverse care settings.  

Essential Functions

• Workforce Strategy & Capacity Planning: Oversee forecasting, capacity planning, real-time adherence, and scheduling frameworks to ensure optimal staffing levels across all centralized and facility-supported channels. Monitor contact center metrics and workload distribution to minimize customer wait times and drive overall operational efficiency.
• Employee Experience & Engagement: Lead strategic programs focused on agent retention, team morale, and cultivating a high-performance culture. Drive incentive structures, continuous training models, automated coaching strategies, and defined career progression pathways for operational staff.
• Admissions & Front-End Revenue Cycle Leadership: Provide leadership and oversight for admissions operations, ensuring timely and accurate execution of scheduling, insurance verification, medical necessity validation, financial clearance, and order management activities. Collaborate with revenue cycle and facility leadership to drive standardization and improve front-end outcomes, including denial prevention and throughput optimization.
• Performance & Quality Management: Establish key performance indicators (KPIs), operational goals, and service level expectations. Execute structured interaction monitoring and automated coaching frameworks to maintain high service accuracy, compliance, and alignment with organizational objectives.
• Cross-Functional Collaboration & Stakeholder Alignment: Serve as the primary liaison between centralized operations, regional facilities, clinical leadership, and cross-functional partners. Drive issue resolution, process alignment, and effective communication across entities, service lines, and payer types.
• Process Improvement & Analytics: Monitor operational workflows, productivity, and quality metrics. Analyze operational trends to identify risk areas, streamline processes, reduce variation, and deliver actionable insights to executive leadership.
• Regulatory Compliance & Patient Experience: Ensure full compliance with applicable regulations, dynamic payer guidelines, and organizational policies. Promote a patient-centered culture by ensuring clear financial and insurance communication and rapid issue resolution to deliver a positive patient experience.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all