Indiana University Health

Overview

Executive Director – Revenue Cycle Services, System Patient Access Center Operations

Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Revenue Cycle Services leadership team in the role of Executive Director – Revenue Cycle Services, System Patient Access Center Operations.

Indiana University Health is seeking a consumer-obsessed, hospitality-driven, digitally savvy contact center Executive Director of System Patient Access Center Operations to lead our enterprise-wide Patient Access Center, one of the largest in the Midwest, handling 7 million calls annually and supported by a team of 700+ FTEs.

This leader will architect and operationalize a world-class access experience that rivals the service standards of Waldorf Astoria, Zappos, Amazon and Wayfair, while navigating the complexity of healthcare, including peds and adult physician office operations, hospital-based services (e.g., Radiology, Surgical Services, Diagnostics), and multi-disciplinary referral pathways.

The Executive Director will collaborate with exceptional peer colleagues to architect IU Health’s transformation toward a fully unified, digitally enabled, patient-and-provider access center model bringing together scheduling, referrals, nurse triage alignment, CRM-enabled engagement and future digital workflows.

This is a role for a leader who thrives at scale, excels in complexity, and believes access is an experience, not a transaction.

Why This Role Matters

IU Health is reimagining how patients and providers enter our system. Today’s consumers expect transparency, empathy, personalization, and omnichannel convenience. Providers expect seamless referral pathways and reduce administrative burden.

You will lead the enterprise shift toward:

• First-contact resolution
• Predictive call routing and smart queue management
• Clearly defined service standards and hospitality-grade service behaviors embedded into daily operations
• Digital self-service adoption (SMS, asynchronous messaging, chat, IVAs)
• Elimination of friction for patients and referring providers
• End-to-end referral management with measurable lag-day reduction
• Scalable workflows that support future Epic-aligned design

This role shapes the experience for millions of patients annually and protects the time, trust, and clinical capacity of IU Health’s providers.

Key Responsibilities

Enterprise Leadership & Strategy

• Lead a 7M-call, 700-FTE, centralized Patient Access Center that serves all IU Health hospitals, ambulatory practices, and service lines for both pediatric and adult patients.
• Build and execute the enterprise strategy for ongoing integration of scheduling and referral functions.
• Establish IU Health’s access center as a benchmark of service excellence, reliability, and consumer trust across the healthcare industry.

Consumer & Provider Experience Innovation

• Define and execute a consumer access center experience inspired by best-in-class hospitality organizations and aligned to IUH’s patient and consumer strategy.
• Translate service excellence standards into measurable behaviors, quality expectations, and coaching models across a large, distributed workforce.
• Implement human-centered service design, journey mapping, and experience blueprints to eliminate friction across digital and human touchpoints.
• Elevate both patient and referring provider experience, ensuring timely, coordinated access across specialties and hospitals.

Digital, Omnichannel, & AI-Driven Access

• Lead adoption of modern contact center technologies, including:
  • AI-enabled virtual agents
    • Predictive and skills-based routing
    • Omnichannel communication (SMS, chat, asynchronous messaging)
    • Self-service workflows integrated with Epic
• Develop call center CRM strategy, in partnership with the Patient Experience organization, to enable proactive outreach, personalization, and consistent service across access channels.
• Drive digital channel utilization while raising satisfaction and reducing call volume where appropriate.

Operational Excellence & Performance

• Deliver industry-leading results for speed-to-answer, abandonment rate, first call resolution (FCR), referral conversion, and cycle-time reduction.
• Establish a hospitality-informed quality program grounded in empathy, empowerment, and first-contact resolution.
• Partner with physician offices and hospital service areas to streamline shared workflows.

Matrixed Collaboration & Influence

• Partner closely with patient experience, clinical operations, ambulatory leaders, IT/Digital teams, Epic design teams, Revenue Cycle Services and hospital leadership to ensure alignment and operational integration.
• Lead through influence to drive system-level adoption of new access models across multiple stakeholder groups.

Culture & Talent Leadership

• Build and mentor a high-performing leadership team capable of sustaining growth and expansion.
• Foster a service-driven culture modeled after the best hospitality organizations, empowered, empathetic, and relentlessly focused on consumer satisfaction.
• Champion a culture of coaching, accountability, and continuous improvement.

Candidate Profile

The ideal candidate brings a unique blend of consumer service excellence, large-scale contact center leadership, and healthcare operational understanding.

Key Relationships

Reports to: Vice President-System Patient Access

Candidate Qualifications

Candidates for the position will be evaluated according to the following criteria and competencies.

Required:

• Bachelor’s degree in Business, Healthcare, Operations, or related field.
• Minimum 5 years leading large-scale call center operations (preferably 500+ FTEs).
• Demonstrated success driving consumer or hospitality-grade service experiences.
• Experience developing or deploying CRM strategies within large, distributed contact center environments.
• Experience managing multiple complex projects and stakeholders in matrixed organizations.
• Exceptional communication, relationship building, and influence skills.
• Demonstrated ability to lead culture change, quality improvement, and operational transformation.
• Proven ability to develop, coach, and retain high-performing teams.

Preferred:

• Experience in healthcare access operations, physician office workflows, and/or hospital service areas.
• Expertise in AI, digital channel adoption, omnichannel contact strategies, and modern workforce management.
• Background in hospitality or consumer-centric organizations.

What We Offer:

• The opportunity to architect the front door to care for millions of patients
• A system-wide mandate to modernize, centralize, and digitally transform access
• A highly visible enterprise leadership role with impact across every hospital and clinic
• A collaborative, mission-driven culture committed to innovation and excellence

Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states.

IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana.

Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.

We are an equal opportunity employer. IU Health does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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