Who are we?
We’ve been treating pain effectively through minimally invasive techniques since 1992. At American Pain Consortium (APC), our mission is to empower our providers, including board-certified pain management physicians, with exceptional patient care. We are driven to deliver a national platform for like-minded interventional pain providers seeking to help patients find symptom relief and lead a better quality of life. We invest in the people, processes, systems, credentials, and facilities that consistently yield exceptional medical, operational, and financial outcomes. Our footprint includes clinic and ambulatory surgery centers throughout Indiana and Ohio.
As an employer, we help our team to reach their maximum professional potential and create an environment conducive to our shared success. Our “why” centers around our 7 inspirations: the pursuit of excellence, empathy in everything we do, a culture of collaboration, open communication, creating a space for belonging, and ongoing innovation, which yields the result of bringing value.
What do we do?
Our goal at American Pain Consortium is to support our clinics that help patients seeking relief from pain, numbness, and tingling sensations that are often related to neuropathic pain or neuropathy, among many other forms of chronic pain. Even patients who have tried other pain treatments without success often benefit significantly from safe, effective treatment at American Pain Consortium. Our clinical multidisciplinary approach to care delivers the correct intervention to every patient, every time through various pain management procedures including injections, open surgical cases with general anesthesia, physical therapy, and psychological services. Our Providers focus on helping individuals improve functionality to restore a more meaningful lifestyle.
APC values individuals with a strong work-ethic, embracing why they want to serve in the healthcare industry while maintaining a work, family, and life balance. APC is seeking an individual who is eager to learn, develop, and grow and help us contribute to our overall mission to empower Providers to deliver exceptional patient care.
Job Summary
The Director of Patient Experience and Precertification is responsible for designing and leading an industry-best precertification operation that ensures timely, accurate, and efficient prior authorizations. This leader will develop scalable workflows, set clear performance metrics (KPIs), and optimize technology to support patient access and provider satisfaction. The Director will work closely with scheduling teams, physicians (as key internal customers), and revenue cycle partners to reduce denials, support appeals, and ensure a seamless experience for both patients and providers.
Essential Duties & Responsibilities (What You’ll Do)
- Design, implement, and manage workflows that support best-in-class precertification processes, ensuring timely approvals and minimal impact on scheduling.
- Develop, monitor, and report on KPIs focused on accuracy, turnaround time, denial rates, and team performance.
- Lead efforts to reduce denials and support appeals in collaboration with revenue cycle, billing, and coding teams.
- Coordinate closely with scheduling teams to ensure prior authorizations align with appointment needs and minimize delays in patient care.
- Build and maintain strong working relationships with physicians and clinical teams, treating them as key internal customers and partners in delivering excellent care.
- Oversee payer credentialing processes to ensure accurate, up-to-date records and alignment with payer requirements.
- Implement and optimize technology tools including eClinicalWorks (eCW), Excel dashboards, and other data systems to drive accountability and efficiency.
- Plan, hire, train, and supervise a high-performing precertification team with a focus on accountability, continuous improvement, and service excellence.
- Identify and remove barriers in the precertification process that could delay patient care or payment.
- Coordinate internal audits and ensure compliance with payer, regulatory, and organizational standards.
- Prepare and manage the budget for the precertification function, ensuring cost-effective operations.
- Continuously assess and refine processes, team structure, and technology use to align with best practices and organizational growth.
- Perform other duties as assigned by leadership.
Minimum Qualifications (What We Are Looking For)
- Strong expertise in precertification, prior authorization, payer relations, and denial management.
- Proven ability to develop and manage KPIs that drive performance and accountability.
- Demonstrated success in collaborating with scheduling, revenue cycle, billing, and coding teams.
- Strong commitment to physicians and provider satisfaction as internal customers.
- Proficiency with eClinicalWorks (eCW), Excel, and related tools for workflow management and reporting.
- Excellent organizational, analytical, and problem-solving skills.
- Strong communication and interpersonal skills, with the ability to work across teams and levels of the organization.
- Demonstrated leadership ability in building, developing, and managing high-performing teams.
- Ability to thrive in a fast-paced and dynamic environment.
Education and/or Experience Requirements
- Bachelor’s Degree in Healthcare Management or related field required
- 8+ years working in patient experience
- Minimum 3 years of management experience
Competencies
To perform the job successfully, an individual should demonstrate the following, which is included, but not limited, to:
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
- Respect for Others - Treats patients, physicians, and colleagues in a professional, respectful, compassionate manner
- Respect for Privacy - Handles all patient, company, and staff information in a confidential manner compliant with all state and federal regulations and the APC Code of Conduct.
- Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget.
Physical Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Standing and/or walking 20% of time
- Sitting 80% of the time
- Occasional lifting, stooping, kneeling, crouching, and reaching.
Supervisory Responsibilities
This position has supervisory responsibilities
Travel
This position requires some travel.
Benefits (Work Perks)
Included for all full-time positions
- Medical, Dental, and Vision Insurance
- Paid Time Off
- Paid Holidays
- Matching 401K plan
- Other
Equal Employment Opportunity
American Pain Consortium Management, its affiliates, and subsidiaries are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.
Job Type: Full-time
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Tuition reimbursement
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
Ability to Commute:
- Carmel, IN 46032 (Required)
Work Location: In person
