Elliot Health Systems - Director, Patient Experience - EHS Customer Service - Full Time

Who We Are:

At Elliot Hospital our team takes great pride it the work that we do. We encourage everyone to work as a team and provide support where needed. If you have great attention to detail, strong leadership skills and are ready to lead this exceptional team to success, we encourage you to apply!

About the Job:

The Director of Patient Experience is responsible for leading and overseeing all functions related to patient registration, admissions, financial counseling, time-of-service collections, and early-out self-pay collections. This role ensures the delivery of high-quality, patient-centered services while maintaining regulatory compliance and supporting the organization’s financial goals. The Director monitors key performance indicators, including productivity, quality, and patient satisfaction, and implements data driven improvements to enhance outcomes. With a strong focus on innovation and collaboration, the Director continuously seeks new strategies to improve the overall patient experience and operational efficiency.

What You’ll Do:

• Provide strategic leadership for Hospital Patient Access and Experience functions including setting vision, goals, and priorities for registration, admissions, financial counseling, and early outpatient liability management
• Direct end-to-end registration & admission workflows to ensure accurate patient identification, insurance capture, benefit verification, and consent/financial form completion while meeting regulatory and payer compliance standards
• Oversee Financial Advocacy programs, connecting patients with charity-care, payment-plan, and government-program options; design policies that balance patient support with organizational financial goals
• Manage Time-of-Service (TOS) collections by establishing pricing-estimate protocols, coaching supervisors/staff on point-of-sale conversations, and track real-time collection performance
• Supervise early-out and self-pay collection strategies, collaborating with revenue-cycle partners and external vendors to maximize cash while prioritizing patient relationships
• And more

Who You Are:

• Bachelor’s degree in Healthcare Administration, Finance, Business, or related field, Required
• 7+ years of experience with healthcare Patient Access and Experience responsibilities, including patient liability management, Required
• 3+ years of direct supervisory experience, Required
• Experience with reporting tools such as Tableau or PowerBI, Required

Why You’ll Love Us:

• Health, dental, prescription, and vision coverage for full-time & part-time employees
• Short term, long term disability, Accident insurance, & life insurance
• Tuition Reimbursement
• Referral bonuses
• Accrued earned time for full-time & part-time employees
• 403b Retirement plans, with generous employer contributions
• And more!