Director of HUB Services

About the Role

The Director of HUB Services provides operational leadership over HUB Program Managers' workstreams, including all reimbursement, clinical, and patient support services. This role works cross-functionally to influence HUB goals and objectives, operational metrics, and key performance indicators. Responsibilities include preparing value-added program enhancements, overseeing quality/process improvement and training, drafting policies and procedures, hiring and developing team members, and growing client trust through collaboration and transparency.

Primary Duties and Responsibilities

• Maintain a high quality, service-oriented HUB reimbursement and patient support team through recruitment, training, succession planning, and development of personnel
• Oversee supervision of HUB personnel, including work allocation, training, and problem resolution
• Regularly assess HUB staff training and competency
• Develop, implement, and monitor HUB procedures to ensure effectiveness
• Direct, coordinate, and evaluate HUB reimbursement and call center functions; carry out supervisory responsibilities in accordance with organizational policies and applicable laws
• Recruit, interview, hire, and train employees; plan, assign, and direct work across Program Managers; appraise performance; reward and discipline employees; address complaints and resolve problems
• Develop overall HUB performance standards for operations personnel in accordance with job descriptions
• Ensure orientation of staff occurs and is documented
• Ensure ongoing educational needs of staff are considered and training is documented
• Participate in and lead various aspects of development of manufacturer HUB services programs, including working with payers, healthcare providers, and manufacturers
• Participate in developing and managing the HUB services budget
• Participate in the writing, updating, and revision of HUB policies and procedures
• Oversee compliance with local and federal regulations, accrediting body standards, corporate policies, and standards of performance
• Maintain confidentiality with respect to Company proprietary information and patient/client care information; comply with all federal and state laws regarding confidentiality of protected health information (PHI) and electronic protected health information (EPHI); follow HIPAA guidelines
• Ensure appropriate HUB staff are trained in adverse event reporting and encouraged to make such reports without fear of retribution
• Supervise periodic HUB audits for substance and accuracy
• Monitor efficiency of HUB work schedules and workflow processes
• Ensure HUB reports, documents, statistical surveys, and other required data are timely completed and provided to management with analysis and recommendations
• Participate in Company business development initiatives as requested by management
• Ensure timely and accurate submission of invoices for services and products provided
• Develop strategy, lead annual planning and budgets, and establish appropriate processes and workflows for HUB intake, clearance, and prescription triage activities
• Ensure adequate phone coverage during published business hours for HUB Services phone lines
• Provide guidance and direction to managers and staff covering all aspects of call quality levels and HUB functions; ensure adherence to policies and procedures
• Continuously assess HUB processes for areas of improvement in efficiency and accuracy
• Regular and reliable attendance is expected
• Perform other work-related duties as assigned by supervisor/manager

Qualifications

• 10+ years of relevant experience in a HUB or healthcare billing/reimbursement related organization with strong customer service skills
• Minimum of five years' experience supervising healthcare billing/reimbursement or HUB staff
• Excellent computer skills; proficient in Microsoft Office Suite (primarily Word, PowerPoint, and Excel)
• Able to utilize HUB software correctly and effectively
• Prior experience preparing budgets and key performance indicators preferred
• Reliable timeliness, attendance, and quality of work
• Strong communication and listening skills; able to role model effective empathy with patients and providers
• Willingness to work in a fast-paced environment and ability to multi-task
• Able to work independently as well as in teams
• Must articulate thoughts well and communicate clearly, both orally and in writing
• Must pass the Company's drug test and background screening prior to start of employment
• No prior disqualifications or suspensions from participation in any state or federal healthcare program