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Dir Access and Customer Service

Requisition #


Physical Location

Minneapolis, Minnesota

Posted Date


Dept. Name


Hours Per Week





Allina Health is dedicated to the prevention and treatment of illness and enhancing the greater health of individuals, families and communities throughout Minnesota and western Wisconsin. A not-for-profit health care system, Allina Health cares for patients from beginning to end-of-life through its 90+ clinics, 12 hospitals, 16 pharmacies, specialty care centers and specialty medical services that provide home care, senior transitions, hospice care, home oxygen and medical equipment, and emergency medical transportation services. Allina Health is a vibrant, growing organization with opportunities to suit your professional skills and a diverse work environment to match your specific interests. We believe employees are our greatest asset and are dedicated to helping you develop and maximize your professional skills.

The Commons, located in Minneapolis, is the headquarters of Allina Health, a not-for-profit health care organization serving patients and communities. Approximately 1,600 corporate and administrative service employees work at offices within Midtown Exchange, the site of the historic Sears retail complex at Chicago Avenue and E. Lake Street. This community landmark, adjacent to the campus of Abbott Northwestern Hospital, part of Allina Health, is the second largest building in Minnesota and includes offices, an internationally themed public market and residential units.



Req ID: 62909


The Director of Access and Customer Service oversees all front end and patient facing revenue cycle sub-functions, including pre-registration, registration, financial counseling, pre-certification / authorization, and customer service. The Director is tasked with fostering a patient-centric culture, and creating and maintaining excellence in patient satisfaction. The Director oversees staff that, located at facilities across Allina Health, that will serve as the connection between RCM and the hospitals, HBCs and clinics. The Director serves on the RCM leadership team and collaborates to develop the RCM strategy, goals and metrics, and budget.

Strategy Responsibilities

  • Collaborate with VP Revenue Cycle Management to set patient access and customer service strategic goals and metrics

  • Collaborate with local Patient Care Leadership/CNOs to set hospital/medical center patient care strategic goals and metrics and give input on hospital/medical center investments in new and existing lines of business/services

  • Identify gaps in the existing patient experience, and work with the appropriate leaders to identify opportunities to improve quality of service and patient satisfaction

Operational Responsibilities

  • Coordinate and oversee the daily front-end revenue cycle functions across Allina Health

  • Develop initiatives that focus on maximizing efficiency and integrating opportunities across the front-end revenue cycle

  • Ensure regulatory compliance with all operational regulatory bodies and implementation of and staff compliance with Allina Health and hospital/facility specific policies, procedures, and standards

  • Ensure appropriate management and staffing levels to manage work flow and meet performance standards

  • Collaborate with the operations and service line leaders to ensure the hospitals and clinics front-end registration needs are being met

  • Accountable for customer service adhering to established SLAs with the goal of meeting or exceeding Allina Health’s patient experience metrics

  • Accountable for each front-end revenue cycle function meeting or exceeding their respective RCM goals and metrics

Talent Management Responsibilities

  • Determine recruitment needs for front-end revenue cycle and customer service sub-functions

  • Collaborate with operations to deploy front-end revenue cycle staff in hospitals, HBCs and clinics according to patient demand

  • Collaborate in the development & implementation of a RCM staff plan, including learning and development strategy, in collaboration with the relevant RCM leaders

  • Establish project priorities and program management resources allocation to align with RCM’s strategic plan, goals and objectives

Leadership Responsibilities

  • Anticipate and act on emerging healthcare trends to position the system and RCM for the future, in conjunction with other system and RCM leaders

  • Maximize existing talent by providing counsel, leadership, guidance, and direction and assisting in the development of an organizational culture appropriate to support the mission of Allina Health and RCM. Employ participative management and leadership approaches that optimize organization resources, talent effectiveness and engagement. Empower others to exercise leadership in achieving goals, developing new concepts and taking initiative

  • Be a steward of the culture by demonstrating and modeling leadership behaviors

  • Promote, act and collaborate as a unified leadership team to drive system alignment towards the vision of RCM

  • Maintain a working knowledge of applicable Federal, State and local laws and regulations, Allina Health Compliance standards, Standards of Conduct, as well as other policies in order to ensure adherence in a manner that reflects honest, ethical and professional behavior

  • Establish a clear, reputable, personal brand, and serve to inspire colleagues

  • Encourage teamwork and teambuilding,

  • Maintain a strong knowledge of healthcare policies and understand business impact on RCM

  • Identify key talent and develop leaders within the respective RCM sub-functions

  • Communicate clearly and persuasively to build support for initiatives, engaging RCM stakeholders and other relevant system stakeholders


  • Bachelor's Degree in business, finance or related field required with a relevant Master's degree preferred


  • 10 years leadership experience in revenue cycle

  • 10 years Epic experience preferred

  • Experience in Revenue Cycle process; an understanding of Epic Systems Revenue Cycle system capabilities

  • Demonstrates knowledge and proficiency of standard PC word processing, spreadsheet, database and presentation applications (e.g., Word, Excel, Access, PowerPoint) to develop, prepare and analyze statistical reports

  • Requires the ability to communicate clearly and concisely, orally and in writing

  • Requires knowledge of medical terminology

  • Excellent project management, problem solving and analytical skills

  • Excellent verbal and written communication and interpersonal skills

  • Detail-oriented and independent worker

  • Requires an understanding of the role of front-end registration within Revenue Cycle Management, and the health system

Work Schedule


Location/Community Information

Minneapolis boasts being both cosmopolitan yet small enough that you can find a place to call home whether on a lake, golf course, or in an adjoining suburb. With the fast pace of activity there are professional sports, theater, or enough parks for a quiet walk. The area has numerous schools and colleges, both public or private, and enough teams for all weekend athletes to join.

  • Located in Minneapolis
  • Population = 380,000
  • Service Area = 2,882,245

Community Resource Links:

Community Information School Digger

Explore Minnesota MN Dept of Education

Minneapolis St. Paul MagazineSt. Paul Pioneer Press

Twin Cities Living MagazineStar Tribune


If you are interested in becoming part of our award winning team of professionals, please apply online today. Allina Health is committed to providing Equal Employment Opportunities to all employees and applicants. EO M/F/Disability/Vet Employer.

Requisition #

Executive / Mgmt / Supervisory, Finance