Associate Director, Scheduling

The Ohio State University

3d • Onsite

About The Position

The Associate Director of James Patient Access Services is directly responsible for the development, implementation, and overall operation of James Patient Access (JPAS) Services. The Associate Director will ensure that all JPAS programs and processes align with OSUWMC with an emphasis on customer service, financial integrity, and the patient experience. The Associate Director of James Patient Access Services for Registration and Clinic Scheduling Operations is directly responsible for the development, implementation, and overall operation of James Patient Access (JPAS) Services. Responsibilities for this position include maintaining exemplary quality services within James registration areas as well as scheduling entities embedded within our clinic environments. This includes seven ambulatory site locations as well as admitting and registration services for all of CCCT and The Brain and Spine Hospital (cancer and non-cancer), and scheduling coordination functions within The James surgical pavilions. The Associate Director over James Patient Access Services for Registration and Clinic Access Operations is responsible for departmental staffing within applicable cost centers that includes approximately 220 FTE’s, seven distinct James locations, and approximately 130 clinics and procedural areas. These clinics include approximately 256 physicians, 212 APPs and patient visit volumes close to 50,000 per month on the average and growing. The Associate Director provides oversite for referral management coming out of our clinics as well as inbasket encounters with orders and requests coming from the clinical team members related to scheduling. The Associate Director will help guide The James no show policy and implementation of practices related to this policy. The Associate Director will oversee JPAS scheduling operations embedded in the James OR as well as any main campus surgical pavilion responsibilities that lie within the JPAS scope of work. The Associate Director will oversee James registration practices within specific areas and remain focused on quality and productivity metrics and well as CMS and Joint Commission requirements. Average number of patient registrations per month are approximated at close to 34,700 registrations. The Associate Director will be responsible for meeting all Point of Service Collection metrics which including meeting or exceeding The James current average collection totals of approximately $175,000.00 per month. The Associate Director will also be actively involved in business planning and development, clinical integration between the JPAS registration and clinic scheduling team (primarily check in and check out staff) and the clinical team, financial planning, and meeting all customer service and productivity metrics of success. This position will work closely with administrative and clinical leadership to assure optimal utilization of our resources and exemplary patient throughput. The Associate Director must maintain in depth knowledge regarding system capabilities and innovations and use this knowledge for implementation and application for The James service lines. This role will leverage best practices for registration and scheduling and customer service workflows to ensure ongoing improvement for key performance indicators. The Associate Director is responsible for the business planning and development of the department and its continuous quality improvement initiatives. The Associate Director works with IT technical resources to ensure maximum optimization of the system and appropriate prioritization of remedies. The Associate Director is responsible for strategic planning and collaborative development of the system and for growth opportunities within and outside The James to maintain the mission. The Associate Director serves as an administrative liaison with key clinical departments to enhance the services provided to our patients. The Associate Director is responsible for the development and implementation of policies and procedures that guide and support the provision of hospital services for all patients. The Associate Director develops, provides, and facilitates education and training of staff, solicits feedback from internal and external customers, and ensures compliance with patient care and business practices for all service areas. The Associate Director is responsible for assuring the integrity of all Revenue Cycle aspects under his/her control. The Associate Director works with staff to provide performance management and career development to provide a workplace of choice. The Associate Director reports directly to the Director of James Patient Access and works in close collaboration with the departments who are serviced by The James. Provides department and system wide oversight for access services provided by The James as a part of OSUWMC with primary focus on access operations in specific James ambulatory clinics, procedural/treatment areas, main campus surgical pavilions, and registration areas. Registration responsibilities include working collaboratively with the JPAS Financial Services leadership to financially secure patient care prior to or at the time of care, avoid bad debt related to unauthorized procedures or admissions through our registration at scheduling process to identify out of network plans and meet all POS collection goals. Ensures all JCAHO and CMS requirements/standards are met. Works collaboratively with registration leaders in non-cancer clinics/departments to achieve alignment and optimization. Oversees ambulatory registration process but also oversees James admitting services. Demonstrates high level of knowledge in regards to technological tools used to optimize the scheduling and registration process through IHIS. Improve and enhance the patient, family, and physician/provider satisfaction with efficiencies in ambulatory site access services (registration, check in, check out). Actively involved with Emergency Preparedness Team for The James. The Associate Director will work with executive leadership, service line administrators, and physicians to identify capacity issues and barriers to patient flow through collaboration with our cancer analytics team. The Associate Director will interface with external customers such as third party payers, regulatory agencies, other healthcare institutions, vendors, patients, and families. The Associate Director will ensure compliance with regulatory guidelines implemented by CMS and JCAHO. The Associate Director of Patient Access leads the organization in a manner that is patient centered and respectful to all customers and stakeholders.

Requirements

• Bachelor's degree or equivalent experience.
• 7 years of relevant experience required.
• Considerable experience/engagement in revenue cycle management, health access, and medical administration.
• Experience in the successful management of high volume patient access functions for a large academic medical center.
• Ability to establish trust and cooperation between multiple departments along the revenue cycle.

Nice To Haves

• Advanced degree may be required.
• 12 or more years of relevant experience preferred.
• Epic systems experience preferred.

Benefits

• Eligible Ohio State employees receive comprehensive benefits packages, including medical, dental and vision insurance, tuition assistance for employees and their dependents, and state or alternative retirement options with competitive employer contributions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees