Director of Patient Access

Summary

The Director of Patient Access (DPA) manages the multiple facets of patient access services both centralized and decentralized. DPA provides leadership and guidance in the management of the Patient Access Center (PAC), Referrals Department, Medical Records, and others, to ensure quality healthcare services are provided in a timely manner. DPA maintains a competent, professional, customer-friendly, well-trained staff and ensures a high-level accuracy and completeness related to all functions within the departments. DPA leads the planning, implementation, and operation of the departments in order to meet the needs of the organization. This includes establishing, meeting, and continuously monitoring the goals and objectives while maintaining alignment with the strategic goals and objectives for GCH.

Essential Job Duties And Responsibilities

• Supports and implements the organizations vision, mission, and values.
• Determines priorities and methods of completing daily workload to ensure that all responsibilities are carried out in a timely manner.
• Performs all job functions in a professional and courteous manner. This includes answering all phone calls and emails timely and providing excellent customer service to internal and external customers.
• Supervises personnel to include screening, interviewing, hiring, disciplining, and terminating. Guides, directs, disciplines, coaches, and motivates staff regarding work performance, problem-solving, and decision-making to ensure staff meets work standards. Conducts all aspects of supervision in a professional, consistent, and objective manner.
• Completes probationary and annual performance reviews on or before the due date(s).
• Performs job duties independently and exercises good judgment.
• Fosters and promotes a culture of service excellence and accountability.
• Develops/Implements/Maintains departmental policies as presented and approved by the Board of Directors, responsible for the development/implementation of accompanying procedures and that these procedures are kept current.
• Implements process improvement initiatives.
• Establishes productivity standards for staff and ensures that these standards are met.
• Monitors and reports on the monthly performance of the departments and provides regular statistical data concerning patient access.
• Design and implement process improvement projects for the reporting departments, including providing adequate training resources for staff.
• Departmental and individual problems are reviewed formally in a timely manner from the date of occurrence and action plans are developed to correct the problem or conflict.
• Holds both group and individual staff meetings on a scheduled basis.
• Represents QHC at outside events, including participation in health center associations.
• Stays up to date with the latest local, state, and federal regulatory requirements and industry trends.
• Uses discretion and judgment in handling sensitive or confidential information. Answers all employee and client inquiries in a timely and courteous manner. Listens and responds to employee disputes. Understands which decisions can be made alone and which need to involve others.
• Complies with organizational policies and procedures.
• Perform all other duties as assigned.
  
  

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education/Experience

• Five years of direct management and healthcare experience
• Management experience in a multi-site environment
• Familiarity with Federally Qualified Health Centers
• Bachelors Degree in healthcare administration or related field or equivalent experience (preferred)
  
  

Job Knowledge And Skills

• Demonstrates ability and flexibility to work in other areas of the organization as needed.
• Adheres to company policies and procedures in the performance of work duties.
• Demonstrates required knowledge, skills, and education for job functions.
• Establishes and maintains good rapport and appropriate intra-departmental relationships with all staff.
• Acts in a self-directed mature, disciplined, and tactful approach to fulfilling job duties.
• Guides, directs, and coaches staff members regarding work performance, problem-solving and decision-making.
• Demonstrates highly professional verbal and written communication skills that clearly convey organizational priorities and inspires confidence from staff and others.
• Promotes an environment conducive to discussing problems openly.
• Leads by example.
  
  

Language Skills

Ability to read and interpret documents, such as policies and procedures, benefits information, board minutes, routine mail, simple contracts, and instruction manuals. Ability to compose routine reports and correspondence. Ability to speak effectively with employees, visitors, and management.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to exercise common sense in carrying out instructions furnished in written, oral, or diagram form and in other daily situations that arise. Ability to deal with problems involving several concrete variables in standardized situations. Ability to make decisions and execute them in a timely manner in order to produce a positive outcome.

Other Skills And Abilities

• Valid CA drivers license and active automobile insurance.
• Performs as a self-starter who needs no reminders of duties and tasks that need to be completed and requires little or no direct supervision.
• Proficiency with computer applications such as the Microsoft Office Suite (Excel, Outlook, Word and PowerPoint) and Electronic Medical Record Systems.
• Excellent time management skills.
• Basic accounting skills.
• Basic knowledge of project management principles.
  
  

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel and reach with hands and arms. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance, stoop, kneel, crouch, or sit. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 30 pounds. The employee is occasionally required to ascend and descend one flight of stairs. Specific vision abilities required by the job include close vision, color vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The noise level in the work environment is often low. However, there are many times when there is a high ambient background noise of phones and multiple conversations. Must be able to screen out the background noise to concentrate on the work at hand.