Patient Access Operations Senior Director

JOB SUMMARY

The Senior Director of Operations is responsible for the implementation of Conifer’s Patient Access processes in multiple hospitals and regions. They will interface directly with both senior client management and client leadership with any issues and initiatives from the client in regards to Patient Access and help in day-to-day operating activities. They will be responsible for multiple client regions. This role is responsible for meeting all goals set for the operations and has total control of the operations to meet these goals. The Operations leader responsibilities include delivery of:

• Client Service Level Agreements (SLA)
• Operating goals that drive SLAs
• Productivity standards
• Process quality and accuracy
• Patient, employee, and client satisfaction
• Adherence to process standards relative cost management metrics goals
• Expense, cost and margin control
• Monthly, quarterly and annual financial goal management

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Responsible for directing and executing business processes including monitoring and achieving client Service Level Agreements and all supporting process metrics with a region. Responsible for the productivity standards, process quality and accuracy, as well as patient, employee, and client satisfaction. Establishes regional and hospital budgets. Analyzes P&L’s to ensure positive EBIT performance and manages to hospital, market and regional budgets.
• Implements strategies around resource utilization in order implement effective succession planning and building of bench strength to allow growth within the organization without negatively impacting cost.
• Collaborates with all segments of leadership responsible for process design and development, process monitoring, and policy and procedure development. Manages all aspects of change management as it relates to operational processes, driving process metrics, staffing and employee relations, etc.
• Leads regional projects and acts as Conifer’s voice in client initiatives impacting Patient Access. Works collaboratively with process, strategic director, client and other leadership to build short-, medium- and long-term plans and strategies for the evolution of the business operations.

FINANCIAL RESPONSIBILITY (Specify Revenue/Budget/Expense):

• Approximately $20 million per region of ownership.

SUPERVISORY RESPONSIBILITIES

This position carries out supervisory responsibilities in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

• Direct Reports (titles) Director and Market Director, Patient Access Operations
• Indirect Reports (titles) N/A

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong ability to speak to and drive operational key metrics
• Knowledge of detailed Patient Access processes
• Knowledge of the flow of the revenue cycle
• Excellent oral and written communication skills
• Detail oriented, analytical skills, and an ability to work independently
• PC/Systems literate including the Internet and basic MS office skills
• Proficiency in prioritizing and managing multiple tasks
• Operating Discipline and Business Acumen
• Strong leadership and organizational skills
• Deal with Ambiguity and make good decisions
• Assess, coach, train and develop talent
• Possesses excellent tactical execution skills
• Possesses the ability to motivate and maintain effective working relationships with staff and all stakeholders.
• Demonstrates strength in both performance management and leadership development
• Manage change while minimizing interruption at an operational and service level
• Provide advanced customer service
• Manage and continuously improve process metrics
• Change management experience

Conifer requires its candidates, as applicable and as permitted by law, to obtain and provide confirmation of all required vaccinations and screenings prior to the start of employment. This may include, but is not limited to, the COVID-19 vaccination, influenza vaccination, and/or any future required vaccines and screenings.

EDUCATION / EXPERIENCE

Include minimum education, technical training, and/or experience required to perform the job.

• At least 4 years manager/director level experience, including experience managing multi-level positions.
• At least 1 year director level over multiple facilities/units or equivalent business experience
• 4-year college degree required.
• Graduate Degree, preferred.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work in sitting position, use computer and answer telephone
• Ability to travel
• Includes ability to walk through hospital-based departments across broad campus settings, including Emergency Department environments

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Office Work Environment
• Hospital Work Environment

OTHER

• Approximately 40% - 60% travel may be required. Selected candidates will be required to pass a Motor Vehicle Record check.

As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience and improve quality, cost and access to healthcare. Are you ready to be part of our solutions? Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!

Compensation and Benefit Information

Compensation

• Pay: $125,840 - $201,136 annually. Compensation depends on location, qualifications, and experience.
• Position may be eligible for an Annual Incentive Plan bonus of 10%-25% depending on role level.
• Management level positions may be eligible for sign-on and relocation bonuses.

Benefits

Conifer offers the following benefits, subject to employment status:

• Medical, dental, vision, disability, life, and business travel insurance
• Management time off (vacation & sick leave) – min of 12 days per year, accrued accrue at a rate of approximately 1.84 hours per 40 hours worked.
• 401k with up to 6% employer match
• 10 paid holidays per year
• Health savings accounts, healthcare & dependent flexible spending accounts
• Employee Assistance program, Employee discount program
• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, AD&D, auto & home insurance.
• For Colorado employees, Conifer offers paid leave in accordance with Colorado’s Healthy Families and Workplaces Act.

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Salary : $125,840 - $201,136