Director, Health Information and Patient Services

Are you excited about a new opportunity? Do you have a passion for community health? Are you mission-driven to helping the community in need? Well, look no further! At Community of Hope, we have worked diligently to improve health and end family homelessness to make Washington, DC, more equitable. We believe everyone in DC should have access to good healthcare, a stable income, and home, and hope! If you are ready to make a positive difference in the community, this position is for you!

At COH, we strive for: Caring for Families. Improving Lives. Leading Change

Our Approach and Values:

We care for families by providing direct services with a focus on prevention, healing, and wellness.

We improve lives by building on families’ strengths, honoring their choices, and taking a whole-family, multi-generational approach.

We lead and advocate for system change to address the effects of historical and current racial inequities on health outcomes and housing opportunities.

We embrace the diversity of our community, welcome all voices and perspectives, and treat everyone with respect, compassion, and integrity.

We strive for excellence in all that we do, implement evidence-based practices, measure our outcomes, and use this knowledge to continuously strengthen our work.

Position Summary: The Director of Health Information and Patient Services oversees call center to achieve COH's strategic objective to provide outstanding access and support services to patients. The Director also oversees health information systems to ensure compliance with federal and local requirements, including management and tracking of referrals per COH policy. This is a full-time position based out of our Conway Health and Resource Center in SW, D.C.. The Director of Health Information and Patient Services will report directly to the Senior Director of Health Operations and will be responsible for supervision of the Call Center Manager, Health Information Manager, and the Dental Practice Manager.

The salary for this position ranges between $90,000 -$100,000 annually and the offer amount is determined by the candidate's education, qualifications, and experience. really provides their own estimated salary calculator and is not affiliated with COH's range.

Highlighted Duties and Responsibilities:

Support Service Management & Oversight:

• Maintains a dashboard of performance targets for the call center team to ensure high performance, compliance with requirements, and outstanding customer service. Expected performance targets should be transparent, consistent, and grounded in best practice.
• Monitors utilization of patient appointments throughout COH to ensure maximal use of provider time and availability. Develops systems to support this goal as well as reports for managers.
• Ensures that health records requests are managed to meet deadlines per federal requirements for the provision of medical records.
• Ensures that management of health information is driven by the most recent and efficient use of health technology to support patient education and access to health information per federal guidelines
• Monitors dental schedules to ensure that we are maximizing access and meeting visit targets. Maintains oversight of the scheduling system and monitors for continuous quality improvement on no-show rates and emergency walk-ins.
• Ensures that policies for payment, sliding fee discount registration and renewal, telephone encounters/actions, and scheduling triage are followed.
• Ensures that denials due to dental team front office error – eligibility, PCP change, appropriate insurance linkage, preauthorizations, etc. - are managed.
• Provides staffing backup or leadership support at various sites as needed and directed.
• Ensures that referrals directives from providers are processed according to COH policies and procedures. Maintains a dashboard of performance metrics for tracking referrals per HRSA requirements and COH policy.
• Reports and responds to patient compliment/complaint lines for support services within two business days. Performs service recovery appropriately and logs all complaints into SafetyZone.
• Manages the patient communication system (CareMessage) for timely and appropriate follow-up.
• Manages the Access Nurse account for after-hours record routing and troubleshooting vendor communication.
• Maintains oversight of phone system set-up, including agent access, auto-attendant, and schedule adjustments due to inclement weather, staff meetings, or other emergent closures. Ensures that all messages are compliant with COH’s language access policy.
• Provides support to Practice Managers in resolving patient complaints as necessary.
• Creates efficient practices through cross-training staff, during the implementation of new services or technology, revising day-to-day operations as needed, to ensure that resources are allocated adequately for designated health services departments. Provides coverage at sites as needed.
• Ensures compliance with HIPAA and OSHA in administrative activities.
• Ensures call center protocols are in place, staffing needs are met, and day-to-day functions are being delivered according to policy and established metrics for productivity and quality.
• Coordinates with IT and facility teams as needed to ensure that staff have all necessary technology and facilities support to properly perform their duties.
• Analyzes daily site-based and call center metrics providing feedback and accountability to maintain or achieve high outcomes.
• Ensures that staff are following procedures for registration, HIPAA, telephone triage, scanning critical documents, etc. on an ongoing basis.
• Assists with coordinating response to EHR, phone and other system failures.
• Reviews and reports on administrative items for health services, including monthly Board dashboards.
• Assists in the development and management of department budgets. Ensures proper allocation and utilization of resources among supervisees.
• Ensures that ECW is utilized according to COH policies and procedures for training, medical records, call center, and referrals
• Ensures that Administration and ECW documentation is kept up to date as processes change.
• Continues to optimize the use of eCW by advancing electronic transfer and exchange of patient information, etc. such as e-referrals, Consolidated Clinical Document Architecture (C-CDA), and submission of medical records electronically
• Works closely with the IT department to ensure that COH’s electronic health record systems and other programmatic add-ons are used effectively, operate efficiently, and are updated to improve value and meet best practice standards.
• Completes master user training for eCW.
• Assists in the compilation of year-end UDS statistics for Community Health Center grant and other relevant grants.

Supervisory & Leadership:

• Meets with supervisees regularly and provides real-time feedback, training, support, and coaching as needed. Creates meeting agendas, sends meeting agendas in advance when possible, and documents concerns promptly as needed.
• Applies principles learned through diversity, equity, and inclusion (DEI) trainings and/or trauma informed care trainings (TIC) and leads with a DEI and TIC lens when appropriate.
• Reviews the performance of team members in a timely manner, including completing 90 day and annual performance evaluations per their due dates, documenting any issues or changes, providing recommendations for professional development and/or training opportunities, and recognizing staff when appropriate
• Partners with the Talent Management team regarding personnel matters including but not limited to, terminations, leaves of absence, training, onboarding, and other COH handbook policies.
• If applicable, actively recruits for vacancies with a sense of urgency. This includes reviewing resumes, phone screening, interviewing, and completing references. This also includes partnering with Talent Management for assistance in an effort to fill vacancies promptly.
• Takes initiative and makes decisions within the scope of work. Assesses situations independently, thinks critically, and takes action to address issues or make useful recommendations while maintaining a solution-oriented lens.
• Delegates tasks appropriately to team members to ensure that team goals and responsibilities are achieved. Prioritizes tasks and directs work to ensure deadlines are met.
• Establishes common goals with their team through communication, inspiring and leading team members, and holding team members accountable. ??Links team goals and metrics to the overall strategic plan.
• Attends Leadership Institute trainings as needed or as required.
• When appropriate, creates opportunities for teambuilding that connects staff to one another and COH’s mission to encourage connection between staff who are virtual, hybrid, and/or on-site.
• Completes other duties as assigned. *

Minimum Qualifications:

• B.A./B.S. required. MBA, MPH, or related field of study preferred, although related job experience will be considered.
• Minimum 4 years in health care field required.
• Minimum 2 years supervisory experience required.
• Strong experience with electronic health records required with knowledge of front and back end of EHR systems; call center experience preferred.
• Strong organizational, people, and writing skills required.
• Commitment to working with underserved populations. Familiarity with low-income populations preferred.
• Ability to work in a non-profit.
• Demonstrated ability to multi-task and problem solve.
• Demonstrated ability to manage grant outcomes and deliverables.
• Experience in a community health center setting preferred.
• This position requires travel between sites.
• This position may require evening, early morning or weekend hours depending on patient needs.
• Proof of required vaccinations is required. This includes, but may not be limited to, Flu and Covid. COH will consider requests for reasonable accommodations for anyone who cannot be vaccinated for a religious or medical reason, subject to applicable law.
• In relation to remote work versus on-site expectations, this position is classified as the following: Hybrid: Remote work and on-site work requirements are generally split roughly 50/50. Please note that remote work designations are subject to change or fluctuate at any point in time and the supervisor may require in person learning for a specific amount of time after hire.

At COH, we understand the toll that the Covid-19 pandemic has taken on the workforce, which is why we prioritize the following well-being and work-life balance-centered benefits:

• 8-hour workdays, which include a paid lunch
• 11.5 paid company holidays, 1 personal floating holiday, 15 days of paid vacation (increases to 20 after 3 years of service), and 12 days of paid sick leave on an annual basis
• Annual performance-based raises, up to 5% of your annual pay
• National Health Service Corps (NHSC) and DC Health Professional Loan Repayment Program (DCHPLRP) participants
• Tuition reimbursement, loan repayment for clinicians, licensing reimbursement, and continuing education unit funds for licensed staff
• Many opportunities for internal promotions and transfers across the agency as we continue to grow; we average 30 promotions each year
• Ongoing internal leadership training for supervisors
• Diversity, equity, and inclusion training and initiatives for all staff
• Ongoing well-being activities, culture compact activities, and trauma-informed care initiatives
• Medical/Dental/Vision Plans through CareFirst BlueCross Blue Shield
• Life insurance, short-term disability, and long-term disability insurance
• 403(b) Retirement Plan
• Flexible Spending Accounts for medical and dependent care reimbursable expenses
• And much more!

About Us:

Community of Hope is a mission-driven, innovative, and rapidly growing nonprofit. For over 40 years, we have provided healthcare, housing, and supportive services for under-resourced, underserved and people experiencing homelessness in Washington, DC. As a Federally Qualified Health Center, we provide medical, dental, emotional wellness, and care coordination services for the whole family at three locations in DC. Community of Hope also strongly emphasizes maternal and child health, with midwifery practice and the only free-standing birth center in DC. In 2020, Community of Hope provided about 28,400 medical visits, 7,000 dental visits, and 10,000 behavioral health visits for about 11,000 patients. Community of Hope provides community walk-in COVID testing and COVID vaccines. Community of Hope is also one of the largest providers in DC of housing and support services for families and individuals experiencing homelessness. Through providing these programs, we live out our mission to improve health and end family and individual homelessness to make Washington, DC, more equitable.

Community of Hope cares for families and individuals by providing direct services focusing on prevention, healing, and wellness. We improve lives by building on families' and individuals' strengths, honoring their choices, and taking a whole-family, multi-generational approach. We lead and advocate for system change to address the effects of historical and current racial inequities on health outcomes and housing opportunities. We embrace the diversity of our community, welcome all voices and perspectives, and treat everyone with respect, compassion, and integrity. We strive for excellence in everything we do, implement evidence-based practices, measure our outcomes, and use this knowledge to strengthen our work continuously. We were selected as one of The Washington Post 150 Top Workplaces in 2014, 2016, 2017, 2018, 2020, 2021, AND 2024 based on feedback from our staff.

To request a reasonable accommodation to complete an employment application or for general questions about employment with Community of Hope, contact a Recruiting Coordinator. Email: hr@cohdc.org Phone: 202-407-7747. Community of Hope is an equal opportunity employer.