Executive Director-Revenue Cycle Services, Registration Operations - Indianapolis, IN

Overview · Executive Director – Revenue Cycle Services, Registration 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 tha ...

Job description

Overview
Executive Director – Revenue Cycle Services, Registration 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
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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, Registration Operations.

Indiana University Health is seeking a consumer-obsessed, operationally rigorous, and digitally forward
Executive Director of System Registration Operations
across all 16 hospitals and ambulatory practices. This leader will architect and operationalize a world-class patient arrival experience that ensures accuracy, compliance, and financial integrity at every patient entry point while delivering hospitality-grade service excellence for patients and clinical teams.

The scope spans check-in, pre-registration, time of service registration, hospital admissions, bedside registration, and insurance verification, across pediatric and adult populations. This role operates at enterprise scale and complexity, requiring deep operational expertise, disciplined execution, and the ability to lead transformation in a highly matrixed environment.

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 enter and experience our system. Today's consumers expect transparency, empathy, and digital convenience. Providers expect clean data, reduced rework, and minimal administrative burden.

You will lead the enterprise shift toward:

• Clearly defined service standards and hospitality-grade service behaviors embedded into daily operations

• Registration accuracy and front-end data integrity

• Reliable insurance verification and financial clearance at point of service
• Digital-first registration and self-service adoption (pre-arrival, mobile, kiosk)
• Reduced denials and downstream revenue leakage
• Elimination of friction for patients and clinical teams
• Standardized, scalable workflows aligned to future Epic design

This role shapes the experience for millions of patients annually and directly protects IU Health's revenue, compliance posture, and clinical capacity.

Key Responsibilities
Enterprise Leadership & Strategy

• Lead a 500 FTE centralized Registration Operation serving all IU Health hospitals and ambulatory practices for pediatric and adult patients.
• Build and execute the enterprise strategy for registration standardization and centralization.
• Establish IU Health's registration operations 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.
• Optimize a registration experience that balances hospitality-grade service with operational discipline and compliance.
• Simplify arrival workflows for patients, families, and care teams reducing friction, rework, and handoffs.

Registration Operations & Revenue Integrity

• Own enterprise standards for registration accuracy, insurance verification, financial clearance, admissions, and bedside workflows.
• Establish audit programs, front-end edits, and controls to ensure clean claims and denial prevention.
• Partner with Revenue Cycle and Compliance to ensure regulatory adherence and operational resilience, including downtime playbooks.

Operational Excellence & Performance

• Lead adoption of digital registration tools, real-time eligibility, and Epic-integrated self-service workflows.
• Establish a hospitality-informed quality program grounded in empathy, empowerment, and first-contact resolution.
• Ensure registration design aligns with Epic build strategy to avoid rework and support future-state workflows.
• Partner with physician offices and hospital service areas to streamline shared workflows.
• Lead continuous improvement routines, quality calibration, and leader-led coaching to drive sustained performance.

Matrixed Collaboration & Influence

• Partner closely with System Patient Access Center Operations, Revenue Cycle Services, Compliance, Clinical Operations, IT/Digital, and Epic teams leadership to ensure alignment and operational integration.
• Lead through influence to drive system-wide adoption of standardized registration models across hospitals and clinics.

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 large-scale operational leadership, registration and revenue cycle expertise, and consumer-centric mindset, with the ability to lead transformation across hospitals and ambulatory settings.

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.

• Bachelor's degree in Business, Healthcare, Operations, or related field.
• Minimum of 5 years leading large-scale registration, admissions, or front-end revenue cycle operations.
• Demonstrated success improving registration accuracy, compliance, denial reduction, and financial clearance.
• Demonstrated success driving consumer or hospitality-grade service experiences.
• 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 across hospital and ambulatory registration environments, physician office workflows, and/or hospital service areas.
• Expertise in Epic, digital registration tools, real-time eligibility, analytics, and quality programs.
• Background blending healthcare operations with consumer-centric or service-driven organizations.

What We Offer

• The opportunity to architect the foundation of care and revenue integrity for millions of patients
• A system-wide mandate to modernize, centralize, and digitally transform the arrival experience
• A highly visible enterprise leadership role impacting 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.