SR DIRECTOR PATIENT ACCESS
2 weeks ago
Under the supervision of the VP of Revenue Cycle, the Patient Access Sr. Director is responsible for the overall management, organization, and productivity of department operations, including admissions, pre-admissions, and financial counseling activities at Our Lady of the Lake Hospital and Our Lady of the Lake offsite locations (including Livingston, Assumption, LSU clinics, and any future OLOL expansions). In addition, the Sr. Director will have system wide responsibility for leadership of all Patient Access functions. Basic responsibilities include oversight of all Patient Access activities, working escalated problem patient accounts, preparing payrolls, hiring and training of staff, reporting on department metrics, implementing quality assurance initiatives, and the achievement of short and long-term goals. The Sr Director should remain in full compliance with all departmental, institutional, and regulatory policies and procedures at all times.
Responsibilities
1. Patient Access
- Works with the System Director of Revenue Cycle to develop short- and long-term goals for the department which align with FMOLHS overarching principles and goals.
- Monitors and reports to the Senior System Director on team performance metrics, and ensures the team is managed toward leading industry practice benchmarks by team supervisors. Metrics include patient wait times, registration accuracy, registrar productivity, upfront collections, and % of scheduled patients pre-registered.
- Implements quality improvement initiatives geared at improving customer satisfaction. Remains current on leading industry practices. Updates fellow managers and/or staff of findings.
- Provides leadership in problem identification and resolution and coordinates resolution between departments as needed.
- Conducts regular team and departmental meetings for purposes of education, goal monitoring, and feedback inquiries. Submits timely minutes of meetings in accordance with facility requirements.
- Appropriately documents work items in progress and initiate administrative change (i.e. policies and procedures).
- Ensures the successful management of daily team operations.
- Develops staff appraisals in accordance with FMOLHS policies and productivity metrics. Submits appraisal copies to the System Director of Revenue Cycle and Human Resources for internal records. Counsels staff and handles disciplinary action as necessary. Interviews potential candidates for departmental vacancies.
- Assists in development of department budgets. Analyzes costs, develops programs to assure compliance with budgetary constraints and provides justifications for budget variances.
2. Collaboration, Partnership and Communication
- Attends internal meetings and collaborates with other managers, the System Director of Revenue Cycle, other department administrators, and outside third parties/vendors as needed. Obtains feedback on systems and/or reports.
- Communicates staff performance standards (quantitative and qualitative) for each individuals job function. Provides coaching to help teams reach/exceed goals.
- Promotes and establishes an atmosphere of continued improvement throughout the department by motivating, coaching and staff development and through evaluation, development and/or revision of department policies and procedures.
- Serves on committees as appropriate.
- Communicates all compliance issues to other System Directors where applicable.
- Educates and ensures that all employees understand Compliance and appropriate procedure for reporting compliance issues for State, Federal and HIPAA. Maintains requirements for Joint Commission for scope of department.
3. Other duties as assigned:
- Performs Other duties as assigned or directed.
4. Challenges the Process
- Seeks challenges aggressively; ensures innovation and questions the status quo.
- Is not risk-averse; learns from failure, realizes mistakes are opportunities for growth.
- Sets clear stretch goals for self, peers, and direct reports.
- Demonstrates understanding of natural sources of conflict and acts to prevent them; does not compromise to avoid conflict.
- Knows where to go to get things done.
- Creates a no blame environment.
- Recognizes early signs of changing environment and adjusts as necessary.
5. Inspires a Shared Vision
- Designs a vision and creates environment to support that vision.
- Articulates the vision and describes the internal and external changes that will accompany implementation. 2.3 Demonstrates professionalism, builds trust and credibility that reflect FMOLHS mission, vision and values.
6. Enables Others to Act
- Employs techniques designed to improve discussions between people when stakes are high, emotions run strong, and opinions vary.
- Works constructively to identify and remove barriers and resolve conflict.
- Takes a sincere interest in the coaching and professional development of team members; Meets regularly with team members to discuss and agree on performance expectations and goals.
- Works well with different audiences.
- Encourages collaboration.
- Allocates resources across competing priorities.
7. Models the Way
- Fosters a culture of spirituality and inclusion.
- Finds personal meaning in work.
- Guides decision-making according to Franciscan mission and values.
- Demonstrates humility.
- Demonstrates high standards for professional appearance of self and facility.
8. Encourages the Heart
- Exhibits caring and respectful behavior.
- Takes personal responsibility for customer/patient satisfaction and loyalty.
- Receptive to being held accountable for performance/results.
- Shows sincere interest in others and their personal goals.
- Strives to make all people feel welcomed and valued.
- Rewards and recognizes achievement.
9. Promotes and Supports Compliance in the Workplace
- Demonstrates expertise for all compliance standards in areas of responsibility.
- Demonstrates awareness of and support for all competency requirements, mandatory regulatory standards, and credentialing or certification requirements for areas of responsibility.
- Responsible for monitoring compliance with all applicable laws by team members for whom there is administrative responsibility.
- Promotes employee safety by assessment of risks within the department and promoting good safety principles with the team.
Qualifications
Minimum Qualifications:
- Experience: 10+ years of experience with patient access management, extensive customer service and supervisor/team lead roles
- Education: Bachelor's Degree in field of finance, business, health, public admin or related
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