Description
The Director of Patient Access is a key leadership role and is responsible for leading, coordinating and directing the patient access process within TGH Imaging. The Director will ensure the operations of patient registration ensure efficient and effective processing of patient information and admission into the organization. This includes implementing and optimizing processes related to patient registration, call center scheduling, insurance verification, and other front-end functions to ensure a smooth and efficient patient experience. The Director of Patient Access will collaborate with various leaders and departments to enhance operational efficiency, maintain compliance with regulatory requirements and manage changes in the environment, contributing to the financial as well as operational success of the organization. The Director of Patient Access will work collaboratively with various teams for aspects of Patient Access that affect downstream workflows. (i.e. Operations, Revenue Cycle, Physician Business Development, etc.) This position will also include other duties as assigned and strategic collaborative work with multiple Directors and VPs.
Essential Duties and Responsibilities
Strategic Planning:
o In conjunction with other Directors, Administrators, Leaders and VPs, develop and implement strategic plans for patient access services to align with organizational goals and objectives. A participating member of TGH Imaging’s Executive Committee and other executive committees assigned.
o Evaluate and recommend improvements to enhance the overall patient/physician experience and streamline processes.
o Develops future strategic plans to move forward in the growth of the business
o Develops/maintains leadership structure to support the mission and vision of the patient access team and business strategies of the organization.
Leadership and Team Management
o Lead and evaluate managers, administrators, supervisors and the patient access team to ensure high-quality customer experience and adhere to best practices.
o Provide leadership and guidance to the patient access to the leadership team, fostering a positive and collaborative work environment.
o Recruit, train, and mentor team members to ensure a high level of competence and professionalism.
Process Optimization:
o Evaluate and streamline patient access processes to improve efficiency and reduce errors.
o Implement best practices and industry standards to enhance the overall effectiveness of patient access services.
Quality Assurance:
o Establish and monitor key performance indicators (KPIs) to measure the effectiveness of patient access operations.
o Implement quality assurance programs to ensure accurate and timely patient information collection and registration.
o Analyze patient access data to identify trends, resolve bottlenecks, and implement improvements
o Work collaboratively across the organization on process improvement initiatives
o Work collaboratively across the FHSC system with patient access leaders and teams to enhance the patient access process at TGHI
Compliance:
o Stay current with healthcare regulations and compliance requirements related to patient access.
o Develop and implement policies and procedures to ensure compliance with relevant laws and standards.
Technology Integration:
o Collaborate with IT and other relevant departments to implement and optimize patient access technologies, such as electronic health records (EHRs) and registration systems.
Financial Management:
o Collaborate with the Revenue Cycle department to ensure accurate patient access processes.
o Develop and monitor department budget including forecasting and allocating resources for staffing, technology and other operational needs.\
o May negotiate contracts with vendors for patient access needs and services ensuring cost effectiveness and operational efficiency.
Customer Service:
o Foster a patient-centered approach, ensuring the patient access team members provide excellent customer service.
o Address and resolve patient concerns related to the registration and admission processes
Requirements
Education / Experience
Bachelor’s degree required, in healthcare administration, business, or a related field; Master’s degree preferred
Several years of progressive leadership experience in Patient Access, Revenue Cycle Management, or related field
Certified Healthcare Access Manager (CHAM) or Certified Revenue Cycle Professional (CRCP) preferred
Knowledge / Skills
Strong knowledge of ambulatory healthcare regulations and compliance requirements,
Knowledge in revenue cycle processes
Excellent communication, interpersonal, and problem-solving skills
Ability to collaborate with cross-functional teams and lead process improvement initiatives
Familiarity with healthcare information systems and technology; EPIC preferred
Advanced knowledge of scheduling, pre-registration, insurance verification, and registration processes
Proven ability to manage multiple projects simultaneously while achieving positive outcomes
Physical Demands / Work Environment
Work is performed in an office setting, which is well-lit and ventilated with adequate space
Stress in dealing with patient problems and team member issues
Traveling is required amongst sites and requires a valid driver's license
Involves contact with team members, executives, patients and outside sources
Occasional stress related to workload, schedules, deadlines and upset patients
Requires standing, bending, reaching, and lifting up to 10 pounds
Requires sitting, working at computer, keyboard and telephone for at least 8 hours a day
Requires working over regular normal hours when needed
Involves sitting approximately 90 percent of the day, and walking or standing the remainder of the day
*Epic/Cadence Experience, multi-site ambulatory experience, strong analytics and capacity management, Imaging experience
