Director of Patient Access

Owensboro Health is a nonprofit health system dedicated to improving the health and well-being of communities in Kentucky and Indiana. The system includes Owensboro Health Regional Hospital, nationally recognized for its design and engineering, as well as Owensboro Health Muhlenberg Community Hospital, a medical group with over 200 providers, and several outpatient facilities. It features specialized services, including a Level III NICU, a surgical weight loss program, a certified medical fitness center, and a cancer center.

Each year, Owensboro Health serves thousands of patients through inpatient admissions, surgical procedures, emergency visits, and outpatient services, reflecting its commitment to excellence in healthcare.

Plans, develops, administers, and coordinates all Patient Access staff and services including a centralized contact center to ensure efficient daily operations and staff compliance with all established policies and procedures. Directs the organizational and administrative operations of the Scheduling, Registration, Access, and Scheduling Call Center.

As a Director at Owensboro Health, you provide operational and strategic oversight for designated departments or service areas. You champion our Safety Culture and foster continuous improvement, Target Zero performance, and promote a just culture. You translate organizational goals into actionable plans, lead multidisciplinary teams, and ensure high standards of safety, quality, and efficiency. You are accountable for resource stewardship and regulatory compliance.

• Establishes and enforces standardized scheduling protocols and customer service standards to support Owensboro Health and OHMG strategic objectives, ensuring patient access and ease of appointment scheduling.
• Oversees compliance with provider scheduling templates and related protocols.
• Develops and delivers training programs for staff responsible for scheduling and customer service.
• Designs and implements auditing systems to monitor compliance and performance in Access, Call Center, and registration processes.
• Ensures adherence to federal, state, and local regulations, Owensboro Health and OHMG policies, and HIPAA requirements.
• Monitors quality control for document imaging, tracks error rates, and initiates corrective actions and training to improve accuracy.
• Manages point-of-service cash collections and co-pay processing.
• Oversees accuracy of referrals, pre-authorizations, and insurance verification procedures.
• Patient Experience and Satisfaction
• Investigates and resolves patient complaints, including incident reports, and facilitates communication with patients and families.
• Develops systems for collecting, analyzing, and reporting patient satisfaction data; publishes monthly reports.
• Plans and monitors staffing activities, including hiring, orientation, evaluation, corrective actions, and continuing education.
• Assists with departmental budgeting and ensures operations remain within allocated funding.
• Coordinates internal and external audits.
• Maintains understanding of Medicare/Medicaid and Joint Commission guidelines related to registration and admitting.

• Vision and Strategy – Articulates a clear vision for the team, aligning goals with departmental strategy, and developing plans to achieve them.
• Performance Management - Accountable for the performance and results of multiple related teams or accountable for an initiative of an operational function. Applies knowledge of key business drivers and the factors that maximize departmental performance.
• Team Building and Development – Builds and fosters a positive team culture, identifying individual strengths and providing opportunities for growth. Develop departmental plans, to address department and organizational priorities.
• Resource Management – Effectively allocates resources, manages budgets, and optimizes team productivity.
• Decision Making - Identifies and solves complex, operational and organizational problems leveraging the appropriate resources within or outside the department.
• Communication – Clearly communicates goals, expectations, and updates the team using…