DIRECTOR OF PATIENT ACCESS OPERATIONS

Description

DOTHOUSE MISSION STATEMENT

 To be an essential resource for our community in its efforts to achieve the highest levels of health, well-being and quality of life for its residents. To provide affordable, accessible, and exceptional health care and other essential services in an environment that respects our consumers, our staff and our diverse community. To be a leading force for change in the health, economic and social status of our community. 

SUMMARY:

 Reporting to the Chief Operating Offer (COO), the Patient Access Director will oversee the daily patient access operations of DotHouse Health. Oversight includes directing and supporting the Patient Access Manager(s), Financial Counseling Supervisor and Referral Specialist. Areas of operations include Pre-Registration, Patient Registration, Call Center, Switchboard, Financial Counseling, Managed Care and Medical Records. The Director of Patient Access Operations leads the assigned team effectively in service excellence to patients, community members, and team members. The Director facilitates workflows and ensures implementation in a consistent manner according to health center policies and procedures. The position mentors and supports direct reports in high-level performance and professional growth – engaging team members in problem-solving, critical thinking, and process improvement. The Director will work with the COO on data-driven strategies to align operations to support health center goals in patient access and continuity of care. The Director understands patient access’ critical role in other areas of the health center including clinical and finance and will leverage operational data to measure KPIs and engage team members in active participation. The Director will foster interactive communication and supportive relationships among direct reports and will collaborate with Nursing, Clinical Operations, IT, Finance, and other departments to achieve excellence in service delivery and patient satisfaction.  

GENERAL DUTIES & RESPONSIBILITIES:

• Identify best practices, define goals, and develop standards of operations for departments.
• Plan the work of direct reports and initiate change to meet targeted goals, prepare oral and written reports for presentation and work with direct reports to identify solutions to operational and staffing challenges.
•  Oversee vendor management of external operations (off-site) for Pre-Registration, Call Center, Managed Care and Medical Records; coordinates training and access and troubleshoots for off-site team to complete necessary tasks.
• Develop dashboards and utilize Epic reporting and other data sources including patient survey results to evaluate daily operations and benchmarks and support the clinical functions of the health center.
• Optimize implementation of protocols and workflows to ensure quality assurance and accountability; minimize errors, denials and other downstream impact on health center operations.
• Leverage Epic functionalities to assist teams in organizing and completing tasks.
• Conducts root cause analyses and other quality improvement methods to continuously improve patient access operations and patient experience.
• Respond to internal and external concerns and feedback; liaison to providers and clinical staff.
• Translate understanding of operations’ impact on revenue opportunity from insurance identification to accounts receivable; refer to billing and payment and sliding fee scale policies and procedures when appropriate.
•  Oversee patient access operations’ role in collection of complete and accurate health equity data to support health center’s equity initiatives and overall quality performance measures.
• Participate in activities and meetings related to health center committees and multidisciplinary workgroups.
• Maintain active, helpful hands-on presence and have visibility of observations of daily operations.
• Incorporate a DEIB lens in work practice and demonstrate integrity and cultural humility in daily interactions and communications with patients, staff, and community members.
• Other duties as assigned.

Requirements

Education: BA/BS desired, Masters preferred in Public Health, Health Management or Business Administration.

Experience:

· Minimum of 5 years working in a health care setting.

· Minimum of 2 years of director-level management experience.

· Excellent verbal, written and interpersonal communication skills.

· Organizational skills, prioritization judgment, proven time management, established team-building

experience, and an analytical mindset.

· Ability to utilize data analytics, interpret and disseminate findings to team members, peers, and leadership

(dashboards, reports, etc.).

· Proven experience with mentoring, leading, and service excellence.

· Proven experience with vendor and contract management.

· Knowledge of consumer insurance options and plans, rules, and regulations (compliance) pertaining to

certification of application counselors, health safety net eligibility and programs, and self-pay options.

· Ability to assume responsibility, follow-through, use professional judgment in stressful circumstances.

Software/Hardware: Experience with EMR (Epic preferred), high proficiency in Microsoft Office (especially

Excel), Data Visualization tools