Director of Patient Services

Job Description – Director of Patient Services

ABOUT US: We Care Jacksonville, Inc. (WeCareJax) coordinates access to compassionate care for uninsured and under-resourced adult Duval County neighbors during their individual healthcare journey. Each year our programs provide over 2,000 of our most vulnerable neighbors living at or below 300% Federal Poverty Level with access to lifesaving advanced diagnostics, specialty healthcare, and treatment – at no cost to the patient or their family. Our team works with an extraordinary network of over 500 specialty volunteer providers and local hospitals to connect patients to the medical care they need, while providing the wrap-around support needed to help patients survive and thrive.

JOB SUMMARY: The Director of Patient Services is part of the organization's executive leadership team and directs the organization's Specialty Care Patient Program, managing the team responsible for referral authorizations, patient scheduling, transition of care management, and support for the social drivers of health (SDoH). They serve as primary point of contact in the recruitment and retention of volunteer specialty providers and are responsible for daily communication with clinic referral partners and hospital partners offering advanced diagnostics and specialty care, including surgery and cancer treatment. Based on community need and capacity of the team, they provide medical / social case management for a panel of complex patients in need of lengthy care plans. They also troubleshoot access to needed services to ensure patients are not burdened with debt as they receive the care they need in a medical crisis. They manage vendor / medical supply donor relationships, and support community engagement through nonprofit partners to mitigate barriers to care for better health outcomes for all neighbors who rely on WeCareJax.

RESPONSIBILITIES

• Directs the overall management and navigation of WeCareJax patients provided with access to compassionate specialty health care and advanced diagnostics.
• Directs the intake, triage, and scheduling process for patient specialty care.
• Directly supervises the work of the patient care coordinators (staff) and contracted resources who facilitate the scheduling of patients for specialty referrals, reducing barriers to patient compliance with recommended care as needed.
• Manages the Senior RN Case Manager responsible for clinical oversight of all special panels, to whom the team's Community Health Workers report; this team member also manages the nutrition program / Healthy Pantry / Food as Medicine program in coordination with the Director of Patient Services.
• Spearheads communications with volunteer health professionals, especially in day-to-day issues of caring for patients.
• Leads efforts to recruit and retain specialty physician volunteers and maintain compliance with State of Florida Volunteer Provider Program contracting and record-keeping.
• Represents the WeCareJax mission in the health care community and builds community relationships to increase WeCareJax's capacity to meet patient needs.
• Represents WeCareJax to the safety net / free and charitable clinics providing primary care and other partner agencies, including convening quarterly meetings of the Clinic Advisory Committee and administering the twice-annual meeting of clinic providers with the WeCareJax Medical Director.
• Scheduling and case management for patients in specialty care, particularly with complex diagnoses such as cancer and other hard-to-resource specialties.
• Serves as WeCareJax's HIPAA compliance officer, ensuring training for existing and new employees.
• Leads data reporting efforts for her team, including queries and reporting from the Athena health record system; reports are shared with internal and external stakeholders, including grantmakers, the Board of Directors, management / production reporting, and ongoing caseload balancing for the patient services team.
• Oversees and approves direct patient medical expenses to support patients in specialty care; reconciles monthly expenses reports in coordination with the Director of Business Operations.
• Responsible for maintaining the organization's medical records (any paper records as required by the State of Florida or other governing body and the electronic health record system).
• Supports claims management process to ensure in-kind donations of patient care are tracked accurately within Athena, and that providers are acknowledged for their donations of care with the Director of Business Operations.
• Maintains knowledge of primary care and specialty care protocols to ensure support of patients and best interactions with providers, physicians, and partners.
• Dedication to understanding and demonstrating best practices for patient-centered care for a population of patients with significant resource limitations and highest rates of health disparities.
• Other duties as assigned.

EDUCATION, SKILLS & QUALIFICATIONS

• Experience as a licensed Registered Nurse or other licensed Medical Professional within the past 5 years strongly preferred; maintenance of licensure supported throughout tenure with WeCareJax
• Served in a leadership role with a minimum of five (5) years of experience in healthcare or nonprofit administration
• Organization and leadership qualities demonstrated in prior work experience required
• Maintains highest degree of honesty and integrity in every interaction
• Minimum education: bachelor's degree from an accredited four-year college or university
• Skilled at Database entry and reports; experience with an Electronic Medical Record System required (Athena Health preferred)
• Dedicated to team building, high functioning team leadership, and trust foundation with all direct reports and with the organization broadly
• Demonstrates and models patient-centered approach to compassionate care
• Comfortable delegating tasks and holding team members accountable for their contributions to team goals and mission-critical work
• Excellent computer skills including Microsoft Office applications

ADDITIONAL DETAILS:

· Fulltime /Exempt Position

· Starting Salary Range: $75,000 - $87,000; negotiable based on licensure / experience

· Reliable personal transportation and home office with high-speed internet required

· Must live within or at a commutable distance to Duval County, FL. Although Director may partially work from home, this is NOT a remote position, and local travel is required

· Ability to work some evenings and weekends in support of the mission as needed

· Benefits include health, life, vision, and dental insurance for the employee, with access available for dependents

· Employee Retirement Plan available (401k); Board annually sets match percentage amount based on organization financial health and performance

· Employee Assistance Program (EAP) provided

· Paid vacation, sick leave, and fifteen (15) paid holidays per year

We Care Jacksonville, Inc. (WeCareJax) is committed to equal-employment principles and to maintaining a respectful, courteous work environment free of unlawful discrimination and harassment, and we are committed to taking all reasonable steps to prevent it and address it. We will not tolerate harassment relating to any characteristic protected under applicable law by any worksite employee, contractor, vendor, customer, or visitor. Protected characteristics include age, race, color, national origin, gender (including pregnancy, childbirth or medical condition related to pregnancy or childbirth), gender identity or expression, sexual orientation, religion, physical or mental disability, medical condition, genetic information, marital status, veteran status, military status, or any other characteristic protected by federal, state, or local law.

Job Type: Full-time

Pay: $75, $87,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person