Director - Patient Access

Trinity Health • Albany, NY

1d • $54 - $75 • Onsite

About The Position

The Director of Patient Access supports, manages, and monitors the strategic development of SPHPMA patient access initiatives, including referrals within EPIC work queues, prospective patient calling for appointments, online scheduling set up and support, patient outreach to increase follow-up adherence and data-drive performance monitoring to be reported to Executive Leadership.

Requirements

• Associates degree required
• Five to seven years of experience in hospital or medical setting.
• Proven ability to assume increasing level of responsibility.
• Demonstrated ability to handle multiple priorities in a deadline-driven environment.
• Knowledge of medical terminology and various health insurance programs.

Nice To Haves

• Exceptional interpersonal and communication skills.
• Excellent organizational and time management skills.
• Ability to creatively solve problems.
• Strong conflict resolution skills.
• Ability to motivate others as individuals as well as in group settings.
• Ability to plan, organize and direct the activities of others.
• Demonstrated experience with delivering successful customer service.
• Demonstrated experience with handling multiple priorities in a deadline driven environment.
• Remaining calm under pressure and adaptable with changing priorities.

Responsibilities

• Accountable for the daily activities and workflow of the Access Center, including: Develops, reports and monitors daily metrics and dashboards: number of calls presented, handled and abandoned, queue times, and all other key performance indicator and any other data required.
• Monitors resources to maximize efficiencies, provide superior patient experiences, and maximize resource capacity on a day-to-day basis.
• Develops, updates and continuously integrates process improvement to the training program that is provided to agents. This includes oversite of the management of agent assessments, ongoing monitoring to ensure competency, and best practice standards are being followed.
• Developing goals with Sr. Leadership and reporting productivity and performance of Access Center Representatives for appointments, customer service, prior authorizations and outreach.
• Ensure a process and monitoring of completion of agents registration/appointment accuracy via a variety of reports and records review.
• Develop and communicate new procedures, process changes and customer feedback improvement opportunities.
• Prepares breakdown of data in time, analyzing trends in the department and to develop plans of action to correct and reduce departmental costs.
• Acts as a liaison to all departments to ensure that both patient/staff needs are met in a timely manner
• Ensuring timely access and scheduling for patients and physician office referrals and prior authorizations.
• Works collaboratively with St. Peter’s Health Partners Medical Associates locations to ensure prior authorization approval and appropriate scheduling when applicable.
• Plans for, directs, and/or participates in regularly scheduled meetings and conferences with Medical Associates Leadership.
• Works with and collaborate with system office colleagues to ensure best practice initiative are followed and that system enhancement are adapted.
• Assists in the appropriate selection of staff to meet department needs and provides for maximum utilization of skills through effective interviewing and hiring skills.
• Delegates work effectively and set priorities with realistically achievable goals.
• Seeks to provide a link between management and staff.
• Effectively coordinates the utilization of resources allocated to the department.
• In collaboration with the department senior management, is accountable for budget variances.
• Monitors trends and recommends staffing adjustments based on them.
• Communicates respectfully and effectively with providers, clinical staff, colleagues, managers and others.
• Adheres to all St Peter’s Health Partners Medical Associates employment guidelines and the code of conduct in performance of all job duties.
• Ensures cross coverage training for each area so to minimize delays or lag in service time.
• Must be knowledgeable with various computer programs including, but not limited to Kronos, Windows, Peoplesoft, Excel, Workday, and EPIC

Benefits

• Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree