Patient Services Dir ESRD - 32 Hours Per Week

About the role

The Patient Services Director (PSD) serves as the primary advocate and point of contact for dialysis and transplant patients, providers, and stakeholders throughout the ESRD Network region. This highly visible leadership role oversees patient grievance and complaint resolution, patient engagement initiatives, emergency preparedness activities, and behavioral health improvement efforts while ensuring compliance with CMS and ESRD Network requirements.

Key Responsibilities

• Serve as the primary contact for patient grievances, complaints, access-to-care concerns, facility concerns, and requests for technical assistance.
• Lead and manage case review activities, ensuring compliance with CMS and ESRD Network requirements.
• Track, analyze, and report case review data while monitoring provider responses to recommendations and corrective actions.
• Collaborate with the Medical Review Board (MRB) and Quality Improvement Director (QID) on clinical aspects of case review and quality improvement initiatives.
• Direct all patient engagement activities, including:
• Patient Advisory Council (PAC)
• Facility-level Patient Subject Matter Experts (PSMEs)
• Patient participation in coalitions and quality improvement activities
• Serve as liaison to dialysis providers, transplant programs, state survey agencies, patient organizations, and professional associations.
• Manage outreach, education, technical assistance, and stakeholder engagement activities.
• Oversee all activities focused on improving behavioral health outcomes for dialysis patients.
• Collect, analyze, and report data to support quality improvement, patient engagement, and outreach initiatives.
• Develop and deliver education based on identified trends and patient needs.
• Responsible for improving depression treatment rates Network-wide.

Qualifications

• Required: Master’s Degree in Social Work (MSW), Minimum six (6) years of social work experience in a medical or mental health setting, Strong knowledge of patient advocacy, care coordination, and healthcare systems, Experience using Microsoft Office applications, including Word, Excel, and PowerPoint, Exceptional written, verbal, presentation, and interpersonal communication skills, Ability to manage multiple priorities and build productive relationships with diverse stakeholders.
• Preferred: Clinical Social Work License (LCSW or equivalent), Bilingual in English and Spanish is highly preferred, Dialysis, nephrology, or transplant experience, Experience working with CMS, federal and state regulatory agencies, or healthcare quality improvement organizations, Knowledge of public health education, measurement, and data-driven improvement methodologies.