Director of Patient Pathways
About The Position
The Director of Patient Pathways provides strategic, operational, and administrative leadership for WellSpace Health's Patient Pathways Department, ensuring patients experience seamless access to care from their first point of contact through ongoing engagement across the organization. This leader oversees the Call Center, Referrals Management, Patient Empanelment, Patient Experience, and Health Information Management (HIM), ensuring these departments function as an integrated system that supports timely access, continuity of care, patient satisfaction, regulatory compliance, and organizational performance. The Director is responsible for developing high-performing teams, optimizing workflows, implementing technology solutions, monitoring key performance indicators, ensuring compliance with federal and state regulations, and fostering a culture of service excellence and continuous improvement. This position partners closely with operational, clinical, information technology, quality, compliance, revenue cycle, and executive leadership to improve patient access, care coordination, and organizational effectiveness throughout WellSpace Health.
Requirements
- Minimum of four (4) years of progressive management experience in healthcare operations, including customer service, health information management, or related patient access functions.
- Bachelor's degree in Healthcare Administration, Business Administration, Public Health, Health Information Management, Nursing, or related field preferred.
- Demonstrated leadership experience in managing, coaching, and developing high-performing teams.
- Knowledge of fiscal management, budgeting, personnel management, quality improvement, and regulatory compliance.
- Ability to lead cross-functional projects, facilitate meetings, and build collaborative relationships across the health system.
- Experience designing, analyzing, and utilizing operational data and performance metrics to drive process improvement and informed decision-making.
- Strong interpersonal, communication, and conflict resolution skills with the ability to effectively manage complex situations.
- Excellent organizational, project management, and time management skills with the ability to prioritize multiple initiatives and meet deadlines.
- Excellent written and verbal communication skills.
- Proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and other standard business applications.
- Knowledge and experience with electronic health records, such as Epic.
Responsibilities
- Provide strategic leadership and operational oversight for all Patient Pathways functions, ensuring high-quality service, operational efficiency, and achievement of departmental goals.
- Lead, mentor, and provide direction to Managers, Supervisors, and department staff by establishing clear expectations, fostering professional development, promoting accountability, and administering performance management and corrective action when appropriate.
- Monitor departmental performance through key performance indicators (KPIs), operational metrics, quality outcomes, and trend analysis to identify opportunities for continuous improvement and address performance gaps at the individual, departmental, and system levels.
- Ensure appropriate staffing, resource allocation, and operational coverage to support business continuity and patient access.
- Develop, implement, and maintain departmental policies, standard operating procedures (SOPs), workflows, and quality standards while ensuring compliance with organizational policies, regulatory requirements, accreditation standards, and applicable laws.
- Lead quality assurance and continuous quality improvement initiatives, ensuring corrective actions are implemented, monitored, and sustained.
- Collaborate with executive leadership and cross-functional departments to implement operational improvements, maintain organizational alignment, and support strategic initiatives.
- Assist with budget development, fiscal planning, resource management, and monitoring departmental financial performance.
- Provide vision, innovation, and accountability across Patient Pathways and implement new programs and services to improve operational effectiveness and enhance the patient experience.
- Prepare and present reports, dashboards, and operational analyses to leadership as required.
- Represent WellSpace Health with external agencies, community partners, regulatory organizations, funding sources, and professional organizations.
- Actively participate in leadership, management, and organizational meetings, contributing recommendations and supporting enterprise-wide initiatives.
- Complete employee performance evaluations in accordance with organizational timelines and standards.
- Perform other duties as assigned.
Benefits
- Regionally competitive salary
- Above average health benefits at reduced costs
- Company paid life insurance
- Company paid long-term disability insurance
- Additional voluntary retirement plan with company match and no vesting schedule requirement
- Paid bereavement leave
- Paid jury duty leave
- 11 paid holidays per year
- Paid time off
- Paid sick leave
- Flexible Spending Program
- Company paid malpractice insurance for all providers
- Professional development hours offered annually
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What This Job Offers
Job Type
Full-time
Career Level
Manager
