Overview: The Senior Manager of Patient Experience is a key leadership role responsible for enhancing and streamlining centralized insurance-related functions within a multi-state radiology organization. This position requires a seasoned professional with a robust background in healthcare administration and radiology services, as well as a comprehensive understanding of insurance processes.
Key Responsibilities:
- Oversee centralized functions including benefit verification, authorization, and patient financial navigation to ensure exceptional interactions for patients, providers, and support staff.
- Develop and optimize workflows, performance metrics, and process improvements to enhance operational efficiency.
- Implement technology enhancements to streamline scheduling, insurance verification, and authorization processes across multiple locations.
- Manage and develop departmental budgets while ensuring compliance with regulatory standards and maintaining high levels of patient satisfaction.
- Lead and mentor a team of 60-100 individuals, fostering a culture of excellence and collaboration.
Responsibilities
- Strategic Leadership:
- Develop and implement strategic plans to optimize insurance services for radiology across multiple states.
- Collaborate with executive leadership to align departmental goals with organizational objectives.
- Stay informed about industry trends, regulatory changes, and technological advancements to enhance service delivery.
- Design and implement process improvement strategies and technology enhancements, continuously assessing departmental performance for greater efficiency.
- Operational & Staff Management:
- Oversee daily operations of insurance verification and authorization processes for radiology services, ensuring quality assurance and employee engagement.
- Streamline workflows to ensure timely and accurate scheduling while maximizing resource utilization.
- Implement and monitor key performance indicators (KPIs) to measure and enhance operational efficiency.
- Staff Management:
- Recruit, train, and manage a high-performing team of insurance professionals.
- Foster a positive work environment that encourages collaboration, innovation, and professional development.
- Conduct regular performance reviews and provide constructive feedback to staff.
- Support leadership decisions, emphasizing the significance of staff roles in achieving organizational goals while promoting consensus and collaboration.
- Ensure staff meet goals and objectives throughout the year and actively participate in their development.
- Quality Assurance:
- Establish and enforce quality assurance measures to ensure accuracy in scheduling and insurance processes.
- Implement and monitor compliance with industry standards, regulations, and accreditation requirements.
- Develop and maintain policies and procedures to support consistent, high-quality service delivery.
- Technology Integration:
- Evaluate and implement advanced technologies for insurance verification and authorization to enhance operational efficiency.
- Collaborate with IT teams to integrate systems, optimize workflows, and ensure data security and privacy.
- Patient Experience:
- Enhance the overall patient experience by improving communication, reducing wait times, and ensuring smooth financial navigation.
- Address patient concerns and feedback promptly to achieve high levels of satisfaction.
- Collaboration and Communication:
- Collaborate with radiologists, department heads, insurance providers, and other stakeholders to optimize resource allocation, improve service delivery, resolve issues, and ensure seamless operations.
- Financial Oversight:
- Identify, report, and resolve operational and financial issues impacting department management, assisting in budget processes through problem-solving and planning.
- Develop and maintain financial and headcount budgets, managing spending and staffing resources effectively.
- Data Analysis:
- Perform operational metric reporting for stakeholders regularly and upon request.
- Conduct detailed data analysis for decision-making, including workflow changes, resource allocation, and patient experience outcomes.
Qualifications
- Education: Bachelor's Degree Required; Master's Degree Preferred
- Prior Experience: Minimum of seven years’ experience (with a demonstrated track record of success) in an increasingly responsible leadership position.
- Special Qualifications:
- Dynamic and strategic leader adept at navigating the complexities of centralized insurance services across multiple states within the rapidly evolving healthcare landscape.
- Proven track record of implementing process improvements and maximizing technology to enhance operational efficiency and return on investment (ROI) in benefits and authorizations.
- Strong understanding of decision support applications, business analytics, data source systems, and effective internal controls.
- Exceptional human relations and interpersonal skills for engaging with management, staff, and executive leadership.
- Comprehensive knowledge of insurance and healthcare regulations, ensuring compliance with relevant standards.
- Excellent leadership, communication, and interpersonal abilities.
Company Message
About MedQuest Associates:
Founded in 1996, MedQuest is one of the most experienced outpatient imaging providers in the United States. Through direct ownership and joint ventures, the company operates a mixed network of independent and hospital-affiliated radiology centers that perform diagnostic tests used to help identify, diagnose, and monitor a range of health conditions. In addition to providing expert solutions that include mammography, MRI, CT, ultrasound, x-ray, and positron emission tomography (PET) scans, MedQuest uses proprietary systems and processes to optimize center operations, control costs, and deliver an unmatched patient experience.
Patients, referring physicians, and healthcare systems count on MedQuest, and we’re growing to meet the demand. A career with our team includes limited or no weekend work, competitive salaries and benefits, and hybrid/remote opportunities based on role. To learn more, visit www.MQImaging.com.
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