Director of Access Services

Wellbridge Addiction Treatment and Research•Calverton, NY

11h•Onsite

About The Position

Wellbridge is committed to creating an environment where those struggling with substance use disorders can find hope, healing, and a path toward recovery. They believe in prioritizing patient-centered care, ensuring that each person receives the utmost compassion and support on their journey to wellness. The Director of Access Services is responsible for the oversight, coordination, and planning of the Admissions Teams, including reception staff members, to ensure the highest standard of Customer and Patient Care is delivered and maintained in all aspects of the Customer Service function, including inbound and outbound call management, complaints, appeals, and grievances processes.

Requirements

Bachelor’s degree in Psychology, Social Work, or related field.
Knowledge and experience in call center functions, admitting and registration in a healthcare setting
A minimum five years’ experience in the addiction and/or mental health treatment field
Experience with implementation of new systems, project management, and goal achievement.
Experience with Salesforce and EMR platforms, MS office applications
Proficiency in regulatory requirements
Good understanding of the local market and referral base
Knowledge of HIPAA policies and procedures
Knowledge of Five9 Call Center Software

Nice To Haves

MA preferred
at least two years in a supervisory capacity preferred
Knowledge of insurance plans/verification/authorization/orders, managed care preferred

Responsibilities

Collaborate with the Utilization Review and VOB departments to assure accurate, and timely verification of benefits as well as maximization of utilization towards positive patient outcomes, satisfaction, financial stability
Direct, monitor, assign, and evaluate workflows and processes in assigned areas. Works with other departments to ensure continuous seamless process flow
Continuously review and monitor processes for process automation, and ways to improve individual and department productivity and performance
Collaboration with the Executive Team to strategically advance operations and maximize patient access and overall growth as well as communicate any trends/issues identified
Responsible for attainment of all performance measures including quality, service level, and customer satisfaction
Leverage data and financial analysis, workforce models and innovation to inform, advise, problem solve and influence decisions and outcomes that align the strategic priorities and metric expectations inclusive of conversion rate from qualified calls to admissions utilizing a CRM
Collaborate with Information Systems to identify on-going system reporting needs to support the admitting, patient registration, insurance verification, financial counseling, and point-of-service patient payment functions
Ensure adherence to all aspects of state, local and federal regulations and maintain awareness of current issues and legislative mandates regarding changes in policies, procedures and regulations which impact the patient access service areas; recommend and implement appropriate changes.
Manage the recruitment and selection of staff as well as continued employee development, policy and procedure development and implementation, and performance management
Maintain and enforce patient/client/employee confidentiality
Foster a spirit of employee teamwork and engagement to make tangible improvements that supports our goals to elevate the patient experience, maintain employee satisfaction, and meet agency goals
Assist in development of departmental policies and standard operating procedures
Active involvement in quality assessment and improvement activities
Development of management reports that measure key performance indicators and overall efficiency/effectiveness
Provide patient admission related tasks.
Clearly communicate and exchange information verbally and electronically.