Position Summary
The Sr. Director of the Patient Access is responsible for all operations and outcomes of Patient Access initiatives and strategies across the organization. Oversight includes the Patient Access Optimization, Capacity Management, Referral Center and Patient Access Center teams. As such, the Sr. Director is expected to provide operational and strategic direction, vision, leadership and tactical implementation of plans and systems to optimize patient access while delivering a seamless patient experience.
The Sr. Director is considered an expert in their field and stays abreast of industry best practices and trends. This role has a direct impact on the patient experience by influencing the workflows that assure the right patient, the right doctor, at the right time.
This leader fosters and promotes a culture of excellence in customer service to internal and external clients. They build trust and collaboration across the team by enhancing employee engagement, addressing performance results and providing coaching and mentoring.
Essential Duties and Responsibilities include the following: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.
- Operational oversight and performance management of a centralized, multi-specialty call center.
- Leads and develops the organization’s Patient Access strategies; including but not limited to clinician standards, EHR optimization, technology integration, telehealth, and more.
- Plans, develops, and implements policies and procedures to ensure maximum access for patients, while maintaining a high level of satisfaction in the delivery of customer service to patients and families.
- Develops, implements and analyzes key dashboards and reporting to provide regular and consistent feedback and holds all teams accountable for performance measures.
- Effectively interprets and communicates metrics and patient feedback to the appropriate departments to enhance customer service, as well as identify areas for service improvements and changes in procedures.
- Works collaboratively with physician leaders/chairs and clinical management team regarding process improvements, technology enhancements, and other operational recommendations.
- Promotes a service-oriented culture by developing initiatives to improve the quality of service to better meet patient, family and internal client needs and expectations.
- Serves as a content expert for best practices that contribute to best practice models of patient access.
- Maintains Epic certification in Cadence and understands integration with other Epic applications and third-party systems.
- Works closely with Patient Experience, Information Services and operational stakeholders to prioritize projects, requests and system enhancements.
- Responsible for performance management, employee discipline, and staff development.
- Coordinates system enhancements and modifications with IT and Telecommunication staff as needed.
- Oversees an effective, cost-conscious budget, including staff payroll, recruitment of new staff, and ordering of supplies.
Minimum Qualifications
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.
Education
- Bachelor’s degree or equivalent work experience required
- Master’s degree preferred
Experience
- 5 - 10 years’ experience in an ambulatory patient access leadership role
- Epic Cadence certified
- Strong organizational and problem-solving skills
- Demonstrated leadership qualities and abilities
- Strong organizational skills with the ability to lead and complete multiple, complex projects on time with high quality results
- Appreciation of timeliness with resolving issues and determining priorities. Strong planning and delegation skills, including ability to develop and cross-train staff
- Strong knowledge of performance evaluation techniques and customer service metrics
- Excellent verbal and written communication skills with strong interpersonal skills
- Strong problem-solving ability and analytical skills
- Ability to work effectively in a demanding, team-oriented, and fast-paced environment
- Experience working with Microsoft Windows applications
Typical 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.
Frequent mobility and/or sitting required for extended periods of time. Requires manual dexterity to operate computer keyboard, calculator, copier machine, and other office equipment.
Working Conditions
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.
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