Director at RWJBarnabas Health – WEST ORANGE, New Jersey

Pay Range: $120,000- $190,000

Pay Transparency:

The above reflects the anticipated annual salary range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

Job Overview

The Director of Patient Access Operations provides enterprise leadership for the day-to-day operations and ongoing evolution of the centralized access referrals and engagement (CARE) Center, while simultaneously driving strategic and tactical initiatives that position the access center as a best-in-class, high-performing operation. This role is accountable for translating organizational access strategy into scalable, standardized, and measurable operational outcomes that improve patient access, experience, and financial performance. The Director is fiscally and operationally responsible for the planning, development, leadership, and continuous improvement of Contact Center operations and related access services. This includes full accountability for workforce planning, performance management, quality, productivity, patient experience, and financial stewardship across all access center functions.

Scope of Services:

The Access Center delivers end-to-end access services through inbound and outbound omnichannel interactions supporting hospital, emergency, and physician practice areas, including centralized scheduling across multiple specialties, registration, insurance eligibility verification, financial estimation and collection of patient liabilities, online physician referral intake, and other non-patient services such as marketing inquiries, class and event registration, and enterprise switchboard and call routing services.

Areas of Responsibility:

The Director has operational oversight of the centralized services workflows (such as; scheduling, pre-registration, centralized scheduling implementations, referral management, outreach, etc.), training and onboarding, Contact Center reporting, quality assurance and performance improvement, and telephony workforce management functions. The role partners closely with clinical, operational, IT, and revenue cycle leaders to ensure consistent access standards, optimized workflows, and alignment with digital front door and access transformation initiatives. This role serves as a key operational leader in enterprise access transformation, driving standardization, scalability, and continuous innovation across centralized access services.

• Bachelor's Degree in Business Administration, Computer Science or related field, or years of experience in lieu of degree.
• Minimum 7-10 years of experience in a healthcare contact center operations
• 5+ years in managerial healthcare setting
• Extensive knowledge of contact center scheduling workflows required. Experience leading contact center teams using Epic EMR scheduling modules, including decision trees and Call Management/ CRM highly preferred.
• Excellent verbal and written communication skills.
• Exceptional customer service skills are required.
• Strong attention to detail and accuracy, using problem-solving skills and analytical thinking.
• Knowledge and experience using Microsoft Office (Word, Teams, Excel, PowerPoint, Outlook) products are required.

Benefits and Perks:

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees’ physical, emotional, social, and financial health.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey—whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer