Director of Patient Access

Location

Trenton, NJ | United States

Job description

MAJOR FUNCTION:

Under the supervision of the Chief Operating Officer, the Patient Access Director will be responsible to direct and administrate the Patient Registration, Medical Records, and the Call Center department and functions. The Patient Access Director will uphold HJAHC mission, vision, and values and formulate long-term strategies that will protect the company and its stakeholders’ stability, reputation, and assets. This position works closely with the Chief Medical Officer and other Clinical and Quality staff as appropriate to ensure adequate patient access to care in the Advance Access scheduling model. The Patient Access Director will perform other tasks such as preparing the annual goals for the Patient Services, Medical Records, and Call Center operations, assist in creating and auditing the departmental budget, and would serve as an additional source of expertise for staff development for staff members.

ESSENTIAL FUNCTIONS:

· To execute Director-level operations regarding patient services, medical records, and the call center

· Direct and manage a high-performing patient services staff, including front end registration functions, to ensure the Revenue Cycle meets/exceeds service and performance goals regarding patient revenue

· Identifying, training and delegating scheduling to properly trained staff

· Routinely monitor and assess practice performance against patient access and management targets

· Ensure that registration processes for new patients are followed and reviewed

· Ensure that medical records are maintained in good order

· To review practice complaints procedures and assist in managing as required

· Work closely with the CMO, IT staff and the Clinical Applications Support to ensure all clinical applications related to patient access are developed, implemented and sustained for maximum efficiency and accuracy of patient care.

· To be responsible for handling insurance company and other outside bodies requests for reports and for working with finance to manage the accounting systems for this work

· Ensure that call center staff is properly trained in comprehensive telephone vetting

· To assist in the development of telephone and face to face for scripts for staff

· Implement and review practice policies and procedures, develop new and update existing policies/ protocols as needed and approved

• Ensure that existing reception systems are functioning efficiently, and provide effective solutions as needed
• Oversee the scheduling of all Patient Services, Medical Records, and Call Center staff, and is responsible for assuring all sites of the Center are sufficiently staffed at all times
• Work with the CMO and other clinical staff to create and support scheduling in an Advanced Access model
• Produce and monitor workflow for clinical and support staff in a timely manner
• Manage Patient Services, Call Center, and Medical Records staff including hiring, training, evaluating performance, allocating resources, monitoring and all Patient Services, Medical Records, and Call Center counseling staff
• Identify, train, and delegate scheduling tasks to properly trained staff
• Monitor and assess practice performance against patient access and management targets
• Monitor key data for each function including timeliness, patient satisfaction, productivity, accuracy, and quality; develop interventions to improve functioning in response to the evaluation of the key data
• Assist in ensuring patient satisfaction is maintained and provide opportunities for regular feedback, including patient satisfaction surveys
• Handle requests for reports from insurance companies and other outside bodies; work with Finance department to manage accounting systems for such requests
• Uphold organizational confidentiality policy and ensure training is always up-to-date for all staff, including new hires
• Establish and follow guidelines for use and/or disclosure of protected health information; uphold confidentiality for information relating to patients, providers, colleagues, and other healthcare workers or the organization as a whole in accordance with Health Insurance Portability and accountability Act (HIPAA) and other ordinances
• Oversee Patient Services Supervisor
• Oversee payroll documentation and timekeeping for Patient Services, Call Center, and Medical

Records staff, including the direct approval of timecards for Medical Records staff

• Assist in the development and implementation of telephone and face-to-face scripts for staff
• Foster Joy in the Workplace in accordance with organizational initiatives

ADDITIONAL RESPONSIBILITIES:

• Coordinate with Director of IT to identify maintenance issues regarding appointment and scheduling systems as they arise
• Provide support and training to staff in using appointment system and other required software
• Identify, organize and evaluate IT and other training needs for reception teams, medical records staff, and call center personnel; ensure full utilization of resources such as email, shared drives, Microsoft Office, appointment systems, and other
• Alongside Director of Human Resources and Director of Operations, leads recruitment and retention efforts for call center, medical records, and patient registration staff
• Attend meetings as required
• Performs other duties and assumes other responsibilities as apparent and/or as assigned by Chief Operating Officer. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice

Requirements

EDUCATION/ EXPERIENCE:

• Bachelor’s degree in Administration, Health Administration or similar field required; Master’s degree in Administration, Health Administration or similar field preferred
• Minimum Five (5) years’ experience in a healthcare setting strongly preferred
• Three to five (3-5) years’ experience in managing Call Center, Patient Registration, and/or Medical Records

LICENSURE AND/OR CERTIFICATIONS:

• Certified Healthcare Access Manager (CHAM) certification through National Association of Healthcare Access Management (NAHAM) preferred.
• Possession of a valid driver’s license in the state of NJ; ability to legally operate a vehicle

KNOWLEDGE, SKILLS, ABILITIES AND OTHER (KSAO’s)

• Excellent written and verbal communication skills
• Respectful to staff across all levels of the organization, patients and their families, and outside personnel
• High degree of PC-based computer literacy, including proficiency in patient enrollment and scheduling programs

PHYSICAL & WORK REQUIREMENTS

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.

This position requires the manual dexterity sufficient to operate phones, computers and other office equipment. The position requires the physical ability to kneel, bend, and perform light lifting. This person must have the ability to write and speak clearly using the English language to convey information and be able to hear at normal speaking levels both in person and over the telephone. Specific vision abilities required by this job include close vision, depth perception and the ability to adjust focus. Generally, the working conditions are good with little or no exposure to extremes in health, safety hazards and/or hazardous materials.

Job tags

Salary