Director of Patient Access

About Us

We’re more than just quality treatment for substance use disorders. We’re a total health community. At SSTAR, our mission is healing the community, one person at a time. We will provide a personal level of healthcare and addiction treatment that addresses the mental, physical, and spiritual well-being of everyone we touch. SSTAR is a Federally Qualified Health Center (FQHC) which affords our employees eligibility to apply for one of our three Loan Repayment Programs.

The Director of Patient Access ensures outstanding patient experience and maximizes revenue by managing entry points for SSTAR services. The Director of Patient Access oversees patient services such as scheduling, tracking utilization, collections, etc., for the Call Center and Front Desk for our OTC, ABH & Health Center programs. This position requires the candidate to be hands-on working with the team to ensure quality and timeliness of services.

Benefits

• 403B
• Dental insurance
• Disability insurance through Massachusetts PFML
• Employee discounts, cell phone, eyewear etc.
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Flexible Spending Account
• Opportunities to earn CEU's
• Voluntary Benefits including but not limited to, Disability, Life, Critical Illness, Accident and Disability Insurances

Duties & Responsibilities

• Oversees the operations of patient registration, ensuring efficient and effective processing of patient information at all agency access points including Health Clinic, ABH, Rapid Access, and Call Center.
• The Director of Patient Access leads, trains, and evaluates the patient access team to ensure high-quality customer service and adherence to best practices.
• Ensures that staff have the appropriate training to support consistent quality of work and to encourage success in their role through coaching and regular check-ins.
• Serves as a patient advocate for accessing services to ensure a positive patient experience.
• The Director of Patient Access monitors and reports on key metrics such as cash collections, patient wait times, no-shows, etc.
• Ensures provider schedules are maximized in accordance with policies.
• Oversees the department’s continuous quality improvement activities.
• Facilitates effective communication with staff interdepartmentally and with other interfacing departments.
• Participates in committee work as assigned by COO.
• The Director of Patient Access participates in the recruitment, hiring, and supervision of staff, and coordinates department onboarding for new staff.
• Completes thoughtful & timely performance reviews & competencies. Retains talented staff and minimizes turnover.
• Consistently monitors and provides feedback on staff performance. Addresses concerns, develops PIPs to include retraining; ensures staff are supported and held accountable; recognizes good performance, memorializes/documents meeting.
• Ensures P&Ps (agency and department) are consistently applied.
• Develops and implements procedures for registration, intake, and the check-in processes to ensure efficient operation of the department.
• The Director of Patient Access is an independent thinker and able to identify creative problem resolutions and/or utilize critical thinking to address issues timely and effectively.
• Able to understand and adopt workflows and initiatives that align with the SSTAR mission and strategic plan.
• Analyzes patient access data gathered from the front desks and the call center to identify trends, resolve bottlenecks, and implement improvements in processes and technology
• Demonstrates familiarity with third party reimbursement to maximize revenue and minimize delays in patient billing

Education & Experience

• Bachelor’s degree preferred; equivalent combination of education and experience will be considered.
• 5-10 years leadership experience required, including at least one year in a healthcare environment. Experience in a public health setting desirable.
• Demonstrated ability to multi-task and manage multiple priorities.
• Demonstrated experience using EMR and working comfortably with Microsoft Office programs.
• Strongly prefer that a candidate will have a demonstrated understanding of and competence in serving culturally diverse populations.
• Excellent verbal and written communications skills.
• Strong interpersonal, follow-through and customer relations skills required.
• Proficiency in Microsoft Office Suite.
• Must have exceptional organizational skills and ability to multitask in a busy environment.
• Must be able to perform each essential duty satisfactorily.