Director - Patient Access ServicesReq #:0000162629Category:LeadershipStatus:Full-TimeShift:DayFacility:Barnabas Health Medical GroupDepartment:Patient Access ServicesLocation:Remote, 379 CAMPUS DRIVE, Somerset, NJ 08873Job Overview:This position will be responsible for developing and implementing health system wide standards and procedures to improve ease of access through standardization and continual process improvement efforts, resulting in a sustainable and standard enterprise patient access experience to support the ongoing strategic patient access initiatives of the health system. Fiscally and operationally responsible for the planning, development, overall leadership, and direction of multiple patient access departments and related services. Services: Contact center incoming and outgoing omnichannel customer interactions for hospital and physician practices, multi-service scheduling, registration, insurance verification of eligibility, estimating and collecting of financial liabilities, scheduling pathway technical build translation, physician-to-physician connections, online physician referral inquiries, and other non-patient services such as marketing inquiries, class/event registration, as well as general switchboard type transfer services. Departments: Centralized scheduling and registration, referral management, template management, change and integration management, capacity management, training, quality assurance, and telephony workforce management.Qualifications:Required:
Minimum 5 years of experience in a healthcare management capacity
Extensive knowledge of operational and technical contact center scheduling workflows
Excellent verbal and written communication skills
Exceptional customer service skills
Strong attention to detail and accuracy, using problem-solving skills and analytical thinking
Knowledge and experience using Microsoft Office (Word, Teams, Excel, PowerPoint, Outlook) products
Preferred:
Experience leading a contact center teams and knowledge of Epic EMR scheduling modules including decision trees and CRM
Bachelor s Degree in Business Administration, Computer Science or related field, Master s preferred.
Essential Functions:
Plans, directs, manages, coordinates and monitors the day-to-day operations of the patient access departments. Effectively leads a team to deliver service excellence utilizing people, processes and technology while supporting and coordinating strategies to enhance patient access for the health system.
Fiscally responsible for developing and maintaining departmental budgets. Forecasts needs for capital, resources, supplies, equipment and other costs.
Inspires, trains, and leads staff in providing patients with an exceptional experience, focusing on both staff and patient engagement, retention, and growth.
Participates in the definition and development of reporting mechanisms and key performance indicators (KPIs) to evaluate the effectiveness of the department(s) and ensure continuous improvement. Holds leaders accountable and implements appropriate interventions when KPIs are below benchmarks and goals.
Formulates objectives, goals, and strategies collaboratively with stakeholders and manages operational initiatives with measurable outcomes to meet and exceed the needs.
Responsible for the design, implementation, and change management of advanced scheduling pathways for both internal staff usage and external patient facing self-service. Leads department which liaisons between clinic operations and IT build teams, formulating the design of scheduling these algorithms, communication pathways, contact center protocols, and resource guidelines.
Responsible for the maintenance, updating, and implementation of software unique to patient access staff including extensive focus on the contact center telephony platform and is services.
Reviews data often to determine operational impacts and needed actions; elevated issues, trends, improvement areas, and management opportunities.
Develops feedback loops and established channels for root-cause analysis and process improvement with health system stakeholders.
Works to develop management team and supports managers with staffing issues, such as work schedules, performance improvements, disciplinary actions, and changes in staffing levels. Makes recommendations regarding augmenting staffing levels or restructuring. Assists with interpreting and enforcing personnel policies.
Directs hiring, training, and mentorship for management. Monitors retention and turnover, oversees all hiring and training for patient access staff.
Provides principle centered leadership. Becomes a model that others trust and choose to follow. Is trustworthy in character and competent in technical job skills. Demonstrates servant leadership.
Other Duties:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.Additional Information:Benefits and Perks:At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees physical, emotional, social, and financial health.
Paid Time Off (PTO)
Medical and Prescription Drug Insurance
Dental and Vision Insurance
Retirement Plans
Short & Long Term Disability
Life & Accidental Death Insurance
Tuition Reimbursement
Health Care/Dependent Care Flexible Spending Accounts
Wellness Programs
Voluntary Benefits (e.g., Pet Insurance)
Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!
Choosing RWJBarnabas Health!RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.Equal Opportunity EmployerRWJBarnabas Health is an Equal Opportunity Employer