JOB SUMMARY
The Patient Access Implementation and Optimization Specialist serves as an execution-focused leader supporting patient access operations across new and existing Intuitive Health sites. This role leads on-site implementation training and supports new facility openings and transitions. The Patient Access Advocate Implementation and Optimization Specialist also creates and executes process improvement initiatives to improve point-of-service collections and increase the efficiency and accuracy of the registration process.
The Specialist partners directly with frontline staff and site leadership to implement standardized registration, financial, and regulatory workflows, monitor early performance indicators, and address operational gaps through structured action plans.
This position reports to the Director of Patient Access Optimization and Implementation and plays a key role in execution, stabilization, and continuous improvement initiatives enterprise wide.
Location: Remote
Travel: Approximately 30% travel. Multi-state travel required. Travel frequency will vary based on implementation schedules, deep dive activity, and operational needs. Extended onsite support may be required during active go-live periods and performance support initiatives.
RESPONSIBILITIES
- Lead execution of patient access implementation for new-site openings, ensuring completion of defined readiness milestones prior to go-live.
- Manage on-site stabilization efforts post go-live, including workflow reinforcement, staff coaching, and active oversight of early operational performance indicators during the first 90 days of operation.
- Independently verify the accuracy and completeness of the health system partner’s registration process, including all required documentation from the state, partner, CMS or other entity.
- Conduct structured operational reviews (“Deep Dive” projects) to assess workflow execution, operational performance, and compliance adherence.
- Using observations from the Deep Dive, develop and implement targeted action plans in partnership with site leadership and track progress through resolution.
- Analyze site-level patient access metrics and deliver structured performance summaries to the Director outlining trends, risks, and recommended operational adjustments.
- Ensure deployment and sustained execution of standardized patient access workflows, tools, and documentation developed at the enterprise level.
- Identify operational risks or system gaps impacting patient access workflows and escalate findings with proposed solutions and follow-up tracking.
- Oversee reinforcement of compliance workflows related to EMTALA, CMS, HIPAA, and hospital partner standards, escalating compliance risks when identified.
- Maintain an active implementation and performance tracker outlining deliverables, timelines, barriers, and follow-up actions for assigned sites.
- Contribute to, or independently develop when assigned, training materials to support new and existing site patient access performance, including place of service collections.
- Provide regular implementation and performance updates to the Director summarizing site status, active action plans, milestone progress, and identified operational risks.
SKILLS AND COMPETENCIES
- Deep understanding of emergency department patient access operations and the pace, complexity, and expectations of that environment.
- Strong awareness of how front-end registration practices influence billing outcomes, denials, and overall operational performance.
- Ability to assess issues quickly, identify root causes, and determine practical next steps in fast-moving clinical settings.
- Strong presentation and public speaking skills, with the ability to effectively communicate workflow expectations, performance findings, and implementation updates to frontline staff and leadership teams.
- Experience working within standardized operational models while adapting to hospital partner workflows and expectations.
- Comfort navigating performance conversations with frontline staff and site leadership in a constructive and professional way.
- Ability to build trust with teams while still reinforcing expectations and operational standards.
- Strong attention to detail related to registration quality, documentation, and compliance requirements.
- Experience working within an electronic medical record environment; Epic experience preferred.
- Self-directed, organized, and comfortable working independently across multiple sites and priorities.
- Ability to recognize trends across sites and elevate recurring workflow or performance concerns appropriately.
REQUIRED EDUCATION AND EXPERIENCE
- High School Diploma or GED required.
- College degree preferred.
- Minimum of 3 years of patient access experience in a freestanding or satellite emergency department or traditional emergency department required.
- Satellite or freestanding ER experience a plus.
- Familiarity with registration processes and front-end workflows within an emergency department environment.
- Familiarity with financial and regulatory requirements relevant to patient access operations.
- Experience supporting registration accuracy, eligibility workflows, and point-of-service collections.
- Experience working within an electronic medical record environment required; Epic experience preferred.
- Ability to work effectively with frontline staff and leadership in fast-paced clinical environments.
WORK ENVIRONMENT
This job operates in a healthcare setting. This role may routinely come in contact with patients who have contagious illnesses or diseases. This position would require moderate noise from phones, computers, printers and medical equipment. The job also requires working near moving mechanical parts and working near toxic or caustic materials. The position requires lifting weights of up to 25 pounds.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
This position requires intermittent physical activity, including standing, walking, bending, kneeling, stooping and crouching.
POSITION TYPE/EXPECTED HOURS OF WORK
The Specialist will be expected to spend the time necessary to complete the assignments of the role. Work schedules will vary based on implementation timelines, site support needs, and travel. Onsite observation and support may occur outside of traditional business hours to fully assess patient access operations. When not traveling, the Specialist is expected to manage time effectively to complete assigned responsibilities and ongoing work.
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Intuitive Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
About Intuitive Health
Founded in 2008, Intuitive Health pioneered the combined emergency room and urgent care model, setting a new standard for innovation and accessibility in the ambulatory care space. Partnering with leading health systems nationwide, Intuitive Health builds and operates retail healthcare facilities that seamlessly integrate urgent care and emergency services under one roof. This innovative model enhances patient experience, reduces unnecessary emergency care costs, and empowers health systems to expand their market presence. Ranked among the top 1% of global retailers in customer satisfaction, Intuitive Health serves more than 1 million patients annually. For more information, visit IHERUC.com.
Through partnerships with respected, high-performing health systems, Intuitive Health brings its innovative care model to communities known for clinical excellence. Team members are employed by and work closely alongside our partners to deliver a seamless, patient-centered experience.
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