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Patient Services Director
2 months ago
Mission Neighborhood Health Center is seeking a highly skilled and experienced Patient Services Director to lead our Patient Services Department. As a key member of our leadership team, you will be responsible for overseeing the strategic direction and day-to-day operations of the department, ensuring the delivery of high-quality, patient-centered services that enhance the overall patient experience.
Key Responsibilities- Team Leadership
- Lead, mentor, and manage a team of Patient Services Specialists, Call Center Supervisors, and Referrals Supervisors.
- Develop and implement standards of performance for staff, ensuring optimal performance and professional growth.
- Conduct regular team meetings to communicate goals, updates, and address any concerns.
- Operational Management
- Plan, prioritize, assign, supervise, and review the work of the Patient Services department.
- Develop, design, track, evaluate, coordinate, and improve operational metrics for provider productivity, registration, scheduling, billing, and other systems.
- Serve as an expert resource concerning eligibility requirements for patients to qualify for State, Federal, and County programs.
- Patient Experience
- Ensure a high level of patient satisfaction by addressing and resolving patient inquiries and complaints promptly.
- Monitor patient feedback and implement improvements based on patient needs and concerns.
- Coordination and Communication
- Collaborate with other departments, including clinical staff, billing, and administration, to ensure seamless patient care.
- Serve as a liaison between patients and healthcare providers to facilitate effective communication.
- Compliance and Quality Assurance
- Update and/or establish patient access policies and procedures to ensure compliance with governmental regulations and accrediting bodies.
- Monitor and audit patient services processes for accuracy and compliance.
- Reporting and Analysis
- Prepare and present regular reports on department performance and patient satisfaction metrics.
- Analyze data to identify trends and areas for improvement and implement changes based on data-driven insights.
- Education
- BA/BS in Public Health, Business Administration, Health Policy, or related field.
- Experience
- Minimum of 5 years of experience in patient services, healthcare administration, or a related field.
- Minimum of 2 years in a supervisory or managerial role.
- Experience working in a managed care setting.
- Skills
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to work independently, handle high volume, and multiple tasks.
- Proficiency with Microsoft Office (Word, Excel, Outlook).
- Epic EMR experience required.
- Experience working with community health centers.
Bilingual in Spanish and English required.
