Patient Support Services Director

Patient Support Services Director

Full Time | Salary

Center for Learning and Innovation

• Chart Completion Rates: Monitor the percentage of charts completed and signed off within the required timeframe.
• Turnaround Time for Record Requests: Track the time taken to fulfill patient or provider requests for medical records.
• Accuracy of Record Documentation: Measure the error rate in patient records to ensure the quality and completeness of documentation.
• Compliance with Legal and Regulatory Standards: Regular audits to ensure adherence to HIPAA and other regulations.

Referrals

• Referral Processing Time: Track the average time from referral receipt to referral processing and communication with the patient.
• Referral Completion Rate: Measure the percentage of referrals successfully completed, including appointments scheduled and attended.
• Patient Follow-Up After Referral: Monitor the percentage of patients who receive follow-up care after a referral, ensuring continuity of care.
• Provider Feedback and Satisfaction: Regularly assess the satisfaction levels of referring providers and patients.

Lab and Imaging

• Test Turnaround Time: Track the average time from test order to result availability.
• Test Accuracy and Error Rates: Monitor the number of errors or discrepancies in test results, including sample labeling and result reporting.
• Utilization of Diagnostic Services: Measure the volume of tests performed against clinical guidelines to avoid overuse or underuse of services.
• Patient Wait Times: Track the average wait time for lab and imaging services.

Call Center

• Call Abandonment Rate: Measure the percentage of calls that are abandoned before being answered.
• Average Speed to Answer (ASA): Track the average time it takes for a call to be answered.
• First Call Resolution (FCR): Monitor the percentage of issues resolved during the first call without the need for follow-up.
• Customer Satisfaction Scores (CSAT): Regularly assess patient satisfaction through post-call surveys.

Pharmacy

• Prescription Fulfillment Time: Track the time taken from prescription submission to medication readiness.
• Medication Error Rate: Monitor the rate of errors in prescription processing, including incorrect medication or dosage.
• Patient Wait Times for Medications: Measure the average wait time for patients picking up their medications.
• Patient Adherence to Medication: Track adherence rates for chronic condition medications, indicating how well the pharmacy is supporting patient outcomes.

• Ensure operational workflows support a high quality, positive experience for patients and staff.
• Ensure system for the timing and use of actionable date is well developed and implemented using daily, weekly and monthly reports, including but not limited to:
  • Daily Reports: Critical operational metrics such as call center performance, prescription fulfillment times, and test turnaround times should be monitored daily.
  • Weekly Reports: Patient satisfaction scores, referral completion rates, and adherence to clinical guidelines can be reviewed weekly to allow for timely adjustments.
  • Monthly Reports: More comprehensive reports, including provider feedback, compliance audits, and utilization rates, should be generated monthly to identify trends and inform strategic planning.

• Consistently builds a culture that communicates the mission, vision, values, and cultural foundations of the organization.
• Models accountable communication, including but not limited to skills in the provision of feedback, creating agreements, conflict management, trust building, change management and follow through required to achieve results and ensure excellence.
• Effectively strengthen and collaborate with the following departments:
  • Medical and dental operations: develop and implement systems to support delivery of care, integration of services
  • ScaledData: Develop and implement technology solutions that enhance organizational performance.
  • Human Resources: Develop and implement staffing programs to attract the best applicants and improve employee engagement and retention. Address challenging employee issues, records of conversation, performance improvement plans and recommendations for termination of employment.
  • Quality: Develop and implement shared initiatives that mitigate patient risk, prevent and address patient grievances, improve processes, and ensure patient voice is used in decision-making processes.

• Understands the critical nature of health care for underserved populations, unique contributions and structures of community health centers, and organizational culture. Uses this understanding to relate about all aspects of a patient’s health and drives improvement in a holistic model of care.
• Completes assigned trainings via La Clinica’s learning module system (Relias) by required due date.
• Other duties as assigned.

• Service: I provide helpful service focused on the needs of others.
• Empathy: I welcome and connect with you on a personal level.
• Relationships: I create partnerships, working in a way that benefits everyone.
• Value: I recognize the importance of others and treat everyone with respect.
• Excellence: I go above and beyond to deliver an exceptional experience.

• Thorough knowledge of the health care business environment.
• Knowledge of managing medical records, referrals, lab, and/or imaging services.
• Proven track record of implementing process improvement and managing large teams in a healthcare setting.
• Strong analytical and problem-solving abilities, with a focus on operational efficiencies, systems development, and quality patient care.
• Strong knowledge of healthcare regulations including HIPAA, CLIA, and other relevant standards.
• Excellent interpersonal, oral and written communication and organizational skills.
• Essential to have ability to understand verbal information/instruction to exchange verbal information with others and ability to present information/instruction verbally.
• Ability to supervise multiple functions and activities, delegating authority and responsibility as appropriate.
• Ability to establish and maintain effective working relationships with a wide variety of people, including employees, patients, public officials, and the public.
• Ability to read and understand written materials and ability to compose information and instruction in written form.
• Essential to be able to reason mathematically and to have analytical and problem-solving skills.

• Minimum: Bachelor’s degree in business, healthcare administration, or related field.
• At least 7-10 years of progressive experience in healthcare management, with at least 3-5 years in a leadership role overseeing multiple departments.
• A combination of education and direct experience may be substituted for minimum educational requirements.

Must be able to communicate with clarity, both verbally and in writing; read, analyze, and interpret complex documents, regulations, policies, and procedure manuals; and create professional business documents. Preferred bilingual English/Spanish.

Equity Statement:

At La Clinica, we commit to engage everyone in a welcoming, respectful, and loving way and to maintain the dignity and value of all people above everything else. These standards align with our organization’s vision of absolute excellence, open-hearted community, and well-being for all.

For more information, please visit our website at: https://laclinicahealth.org/patients/approach/

Applications will be reviewed by the appropriate Department for interview; those selected must be able to provide proof of legal right to work in this country. Criminal history background check and pre-employment drug screen will be performed prior to any job offers. La Clinica is a drug free work environment. Equal Opportunity Employer. La Clinica complies with the Americans with Disabilities Act. If you consider yourself disabled and desire assistance in the application process, please contact the Human Resources Department.