Operations Manager, Patient Access Services in Indianapolis, IN at Eskenazi Health

Date Posted: 11/9/2019

Job Snapshot

Job Description

Organization: HHC

Division:Eskenazi Health  

Sub-Division: Hospital  

Req ID:  1738 

Schedule: Full Time 

Shift: Varied 

Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 315-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus as well as at 10 Eskenazi Health Center sites located throughout Indianapolis.


The Operations Manager, Patient Access Services administers the day-to-day operations for Patient Access Services.  This position ensures efficient, effective, and standardized operations in focus areas including financial clearance processes, patient referrals, clinical scheduling, time of service cash collections, process management and improvement, quality performance, customer-centric focus, and human resource management.  Responsible for setting standards and performance evaluation of Patient Access Services operations across multiple entities including hospital, primary care clinics, behavioral health centers, ancillary services, and ambulatory locations to ensure quality and productivity standards are met.


  • Manages and coordinates the daily operations of Patient Access Services to ensure appropriate patient flow is maintained, patient satisfaction with the administrative functions at Eskenazi Health are consistently positive, and appropriate collaboration with outside departments is maintained.
  • Works with all Eskenazi Health departments and system leadership for the purpose of facilitating problem resolution, development of policies, processes and programs, coordination of services and organization cohesiveness.
  • Maintains, develops, and actively involved in carrying out financial clearance policies and patient eligibility assistance, insurance verification including financial review, interaction with financial counselors, facility leadership and physician staff.
  • Works with department leadership to achieve established revenue cycle operational goals.
  • Provides appropriate training, guidance, continuing education and overall job competencies of staff.     
  • Directs various personnel actions including, but not limited to, hiring, performance appraisals, promotions and transfers.                                                                                                                                                
  • Completes various financial forecasts, including cost center labor and non-labor expenses and productivity, month-end financial reporting, operational performance, and any long-range strategic plans for the department.
  • Provides leadership through effective guidance, feedback, and delegation.
  • Responsible for the implementation of procedures to ensure data integrity, accuracy, and facilitates the timely flow of information to support financial and clinical outcomes.
  • Assures compliance with federal, state, local, Joint Commission, and hospital policies and regulations relative to patient registration, education, and financial assistance.                                                                                                                                                           


  • Collaborates the Director, Patient Access and Financial Eligibility Services in the development of Patient Access Services policies and procedures. 
  • Accountable for meeting service level standards, monitor reports, including denial information to ensure performance within established goals.
  • Provides input for annual planning and strategic initiatives. Troubleshoots current and anticipates potential problems; resolves by involving appropriate departments and personnel when needed.
  • Reviews on a routine, basis the operating results of Patient Access Services and adapts changes as appropriate to meet or exceed goals
  • Performs other special projects and/or job related duties as assigned 


  • Bachelor’s degree and 3 years directly related experience or in lieu of degree five years progressive health care experience required with at least three years in a leadership position responsible for planning and implementing new procedures
  • MBA or MHA strongly preferred
  • Certification: CHAM, CHAA, FHFMA, CRCL desired
  • Demonstrated leadership experience managing teams, development and management of projects in a complex environment is required.

Accredited by The Joint Commission and named one of the nation’s 150 best places to work by Becker’s Hospital Review for four consecutive years and Forbes list of best places to work for women, and Forbes list of America’s best midsize employers’ Eskenazi Health’s programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city’s primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana, the first community mental health center in Indiana and the Eskenazi Health Center Primary Care – Center of Excellence in Women’s Health, just to name a few.


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