Director of Patient Services

Accessia Health•Midlothian, VA

1d•$90,000 - $110,000•Hybrid

About The Position

The Director of Patient Services leads our Patient Services team and our patient-assistance programs. You will set service standards, own program reporting and funding analysis, and keep strong operational controls in place. You will lead and develop the Patient Services Manager. You will also partner with Finance, Compliance, Development, IT and HR so patients get accurate, timely and caring service.

Requirements

Bachelor's degree in business administration, healthcare management or a related field
At least 5 years of progressive experience in healthcare operations, patient assistance or related service delivery, including at least 3 years leading staff or teams
Experience in program administration, report validation, data analysis, process improvement and cross-functional work
Ability to turn complex requirements into clear procedures, use sound judgment within delegated authority and manage competing deadlines
Strong writing skills and proficiency in Excel, Microsoft Office and operational reporting systems

Nice To Haves

Master's degree in a related field
Experience managing supervisors or managers
Nonprofit patient-assistance or healthcare reimbursement experience
Knowledge of commercial insurance and Medicare
Donor or contractual reporting experience

Responsibilities

Set department goals, service standards and KPIs. Track results and lead corrective action when targets are missed.
Assess staffing, contractor use, systems and resources. Recommend budgets and staffing changes, and monitor approved spending.
Supervise, coach and evaluate the Patient Services Manager. Through the Manager, oversee Patient Services Representatives, the Insurance Case Management Specialist, the Mail Clerk and contractor work.
Turn program and contract requirements into procedures, reporting controls and staff guidance, working with Compliance.
Analyze enrollment, utilization, funding availability and service trends to support forecasting and program planning.
Resolve program-level exceptions and escalated contract issues. Own formal grantor communications with Development and Compliance.
Own final validation, approval and on-time delivery of official donor, contractual, state and program reports.
Keep data accurate, programs on track and internal controls working. Partner with Compliance on audits, risk reviews and fixes.
Give leadership monthly updates on program status, service results, risks, funding trends and corrective actions.
Partner with HR on hiring, workforce planning, performance management and succession planning.
Set patient education priorities with Marketing and leadership. Represent Patient Services at approved program meetings and conferences.