Director of Patient Experience

Join the fastest growing outpatient radiology practice in the Nation- SimonMed Imaging! Our commitment to excellence and improving patient care paired with the best-in-class technology allows us to be an industry leader in the constantly evolving health care environment.

JOB TITLE: Manager, Patient Services Quality

LOCATION: Scottsdale HQ Offices

Travel: Up to 35%

As the Director of Patient Experience you will provide assessment, training, and quality review and implementation for SimonMed Patient Services Specialist functions throughout all clinical operation sites. Based in Phoenix, this position will be responsible for positively impacting a company with 170 sites across the country, segmented into three regions. This position provides as a resource to site operations in developing, rolling out, and presenting initiatives to assure effective and efficient administration of patient services data capture accuracy and completeness, exceptional patient interactions and experience, and PSS function responsibilities. This is an independent contributor role that is intended to assess and address the quality of and ensure that administrative and patient facing protocols are effective and efficient, regularly updated, trained, and followed to optimize each patient encounter.

ESSENTIAL FUNCTIONS:

• Identify areas of improvement and articulating potential solutions for patient intake and engagement in collaboration with SimonMed mission, purpose and objectives and working closely with Operation and Non-Operations leadership.
• Coordinate and support PSS development, communications, and training for internal initiatives and policy and process improvements. Establish measures to facilitate coordinated patient services, data capture and reporting, and PSS internal and external facing interactions.
• Assist in addressing patient complaints and incorporate PSS, patient and customer feedback into quality improvement initiatives.
• Assess and correct PSS functional responsibilities to meet or exceed patient care standards.
• Selecting and developing regionally aligned PSS leads to assist in monitoring PSS functionality quality, development and roll out of quality initiatives, and conduct new hire and other training.
• Design and implement quality improvement initiatives that support positive and progressive patient-centric interactions.
• Review and recommend activities that ensure regulatory compliance, protection of patient information and confidentiality, and attaining internal quality and data obtainment objectives.
• Recommend and assess effectiveness of improvements/changes.
• Assist with PSS development and selection where appropriate.
• Regularly inform and educate PSS personnel regarding organizational, positional, and other changes, improvements, compliance, and other requirements.
• Point person for quality implementation and support for PSS functions and patient experience.
• Liaison between Regional Operations Directors and PSS personnel at all locations.
• Developing methods for training and assuring competency in the performance of PSS function, quality of patient interactions, data obtainment and accuracy, data review, and organizational effectiveness throughout SMI.
• Assure quality in PSS functionality and capabilities through development, implementation and continued improvement of comprehensive processes that encompasses scanner performance.
• Create and monitor PSS daily functions to assure administrative and organizational efficiencies in meeting patient experience goals and providing positive patient interactions.
• Work closely with others regarding continuous improvement initiatives and addressment of PSS quality and administrative concerns.
• Establish and measure data driven improvement methods using key performance indicators.
• Develop and maintain policies and procedures, objectives, quality assurance program, PSS SOPs, work instructions, and data requirements.
• Assist in determining PSS educational needs, design training programs, and implement across enterprise.
• Responding timely so as to increase PSATs
• Manage and monitor PSS improvement initiatives.
• Promote effective and efficient utilization of company resources.
• Independent contributor role working directly and collaborating with other leaders to drive alignment, speed of action, and long-standing control processes.
• Perform other duties as assigned.

OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time or without notice.

BENEFITS: Your health, happiness, and future matters! At SimonMed Imaging, we offer medical, vision and dental insurance, significant Imaging discounts, 401(k) eligibility, paid holidays plus PTO, Sick Time, opportunity for growth, and much more!

MINIMUM QUALIFICATIONS:

Education:

• BA degree or equivalent years of experience
• Training through the Beryl Institute, the Institute of Healthcare Leadership and Management, Patient Experience Institute, Planetree, or the John's Hopkins Patient Engagement Program (PEP) is a plus.

Experience:

• Experience in high volume, fast paced, multi-site/state outpatient environment.
• Must have Patient Experience leadership experience with proven track record of success.
• 5 years’ experience as practice manager of a medical practice, outpatient, physician services or healthcare customer services and administration organization
• Proven leadership experience, including an ability to influence, manage and lead change in multi-site organizations, resolve conflict, and engage employees.
• Knowledge of HIPAA regulations, medical terminology (radiologic terminology is a plus)
• Proven analytical acumen including data capture, report writing and management experience.
• Understanding Revenue Cycle including billing, payments and denials, knowledge of patient insurance processes, health insurance requirements, and procedure codes.
• Understanding of patient registration requirements including demographics, insurance, financial liabilities, point of service collections, general consent for treatment, and billing processes. Advanced beneficiary Notice (ABN) software, etc.
• Excellent written and verbal communication skills; technologically savvy
• Strong project management capabilities with an ability to manage multiple priorities effectively.

PHYSICAL DEMANDS: This position may require duties including lifting and carrying up to 40 pounds, sitting for prolonged periods of time, with frequent standing and walking. May also include travel by vehicle, air, or other method of transportation.

DRESS ATTIRE: Business Casual or scrubs dependent on department.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Employment is contingent upon successful completion of drug and background screening. Some positions will require a favorable driving record.