Asst Director, Patient Access Experience - Admissions

Ecu Health • Kenansville, NC

82d

About The Position

ECU Health Duplin Hospital is an 81-bed facility located in Kenansville, North Carolina. The 15-bed emergency department serves approximately 25,000 patients per year. In addition to providing general medical and surgical services, ECU Health Duplin Hospital offers chemotherapy and other cancer infusion interventions and has earned national designation as a Primary Stroke Center. The Assistant Director will be responsible for overseeing the manager or supervisor of all Patient Access functions for all sections and in all locations including registration, scheduling, switchboard and point-of-service collections. It is the responsibility of this role to ensure that the manager/supervisor ensures appointments are scheduled and registrations are completed accurately and timely to ensure quality and optimal revenue cycle performance. The assistant director is responsible for directing the manager or supervisor on business processes and management operations at the point of service to ensure that internal and external customer service, revenue cycle and financial goals are met. The Assistant Director's focus is to provide leadership to staff in order to increase operational effectiveness of improving customer experience and team member experience. This position will implement and communicate programs, best practices, and action plans to leadership and staff that impact the customer and employee experience. Responsibilities also include daily monitoring of process effectiveness and outcomes, service delivery, and support of services to patients and families. The Assistant Director will provide leadership to the Team Member Experience Team and Patient experience Team. This position will guide, direct, and implement activities for the recognition and celebration team members. The Assistant Director will provide leadership to the Patient Experience Team and is the representative in receiving and interpreting patient satisfaction scores. Designs, develops, and implements PFE initiatives/strategies in partnership with Experience and PFE team along with other key team members, as identified. The Assistant Director will partner with ECU Health Office of Experience in implementing OE strategies, initiatives, education and training. Responsible for the management of compliance and responding to complaints & grievances.

Requirements

• College Degree (4 yrs) or higher; Masters preferred.
• Minimum of 5 years relevant experience overall.
• At least 2 years of management experience.
• Ability to listen to customers, assess situations, and respond appropriately.

Responsibilities

• Oversee the manager or supervisor of all Patient Access functions.
• Ensure appointments are scheduled and registrations are completed accurately and timely.
• Direct the manager or supervisor on business processes and management operations.
• Provide leadership to staff to increase operational effectiveness.
• Implement and communicate programs, best practices, and action plans.
• Monitor process effectiveness and outcomes.
• Support services to patients and families.
• Lead the Team Member Experience Team and Patient Experience Team.
• Guide, direct, and implement activities for recognition and celebration of team members.
• Interpret patient satisfaction scores.
• Design, develop, and implement PFE initiatives/strategies.
• Partner with ECU Health Office of Experience in implementing OE strategies.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Hospitals
• Education Level: Bachelor's degree