Patient Access Director

Primary Responsibilities

• Provides facility level oversight of the following areas:
• Financial Clearance (as assigned)
• Registration / Check-in, including Point-of-Service Collections
• Financial Counselling
• Patient Satisfaction / Customer Service
• Other duties as assigned by the local client, including but not limited to Patient Scheduling, Bed Management / Patient Placement, and MPTL
• Development of processes and initiatives designed to improve Revenue Cycle performance in assigned areas which includes:
• SLA and MSA compliance
• CHAN and other regulatory audit follow-up and compliance
• Client Liaison (i.e., Relationship development, program coordination)
• Customer Engagement (Patient Experience and Client Satisfaction):
• Participates in targeted customer engagement improvement initiatives
• Collaborates with and actively coaches assigned management and frontline staff in the implementation of strategies to improve the satisfaction and experience levels
• Makes sure to monitor and evaluate the results of various service / satisfaction surveys and conduct analysis of data to identify and operationalize opportunities for improvements
• Communications (i.e., Patient Access Newsletters, CFO Presentations, Monthly Operational Reports, etc.)
• Department status report compilation and presentation
• Facility budget maintenance
• Workforce Management oversight (Staffing plan, work schedules, position requisitions, productivity and quality monitors, disciplinary actions, staff orientation, evaluation feedback, etc.)
• Facility-based vendor relations and support (i.e., Self-Pay Medicaid Eligibility staff)
• Process improvement initiatives, either facility-based or corporate

Required Qualifications

• 5+ years of experience in a Supervisory/Management role and/or Consulting and Project Management role (specifically working in a hospital Patient Registration Department, physician office setting, healthcare insurance company, revenue cycle vendor, and/or other revenue cycle role)
• Willing to work onsite within a hospital client facility setting
• Proven flexibility of schedule for 24/7 shift coverage when necessary, sometimes at a moment's notice (covering call outs, schedule gaps, etc.)
• Ability to commute daily to a facility location in Redding, CA

Preferred Qualifications

• Certification within Healthcare Financial Management Association (HFMA) and/or the National Association of Healthcare Access Management (NAHAM)
• Managing in a Union experience
• Experience in a client facing role
• Experience leading or participating in large Patient Access-related IT and/or Contact Center program implementation
• Experience with the major Patient Access technologies currently in use, and/or other "like" systems