Hybrid Interim Director of Patient Services bei None
None · Orange, Vereinigte Staaten Von Amerika · Hybrid
- Professional
- Optionales Büro in Orange
JOB DESCRIPTION | |
POSITION TITLE: | INTERIM Director of Patient Services |
POSITION SUMMARY: | The Director of Patient Services is responsible for the strategic and operational leadership of patient-facing services across the organization. This includes oversight and optimization of scheduling, workflows, and patient experience across multiple healthcare departments including Medical, Dental, Oral Surgery, Behavioral Health, OBAT (Office-Based Addiction Treatment), Diabetes Education, and Community Health Workers (CHWs). The Director ensures efficient, compassionate, and equitable access to care, and is instrumental in improving service delivery, internal coordination, and communication infrastructure—particularly through the management and performance analysis. |
REPORTS TO: | Chief Operations Officer |
FLSA STATUS: | Exemp |
PRIMARY RESPONSIBILITIES:
- Oversee scheduling operations for all clinical departments: Medical, Dental, Oral Surgery, Behavioral Health, OBAT, Diabetes Education, and CHWs.
- Standardize and continuously improve scheduling workflows to maximize access, provider productivity, and patient satisfaction.
- Experience with electronic medical records is a necessity.
- Ensure coordination across departments for patient referrals in a timely manner and closing the loop on referred out care to minimize risk.
- Oversight of the referral process with a strong understanding on specialists and payer requirements.
- Monitor and analyze key call center metrics including:
- Call completion rates
- Average call length
- Call abandonment rate
- Craft, distribute and analyze patient satisfaction survey in both digital and paper form. Utilize the feedback from these surveys to drive healthcare change in positive direction.
- Supervise and support Patient Service Site Leads through mentorship, ADP supervision, disciplinary and annual performance evaluations.
- Overseeing the scanning of medical records in a timely manner and continually optimizing workflows for this functionality.
- Serve as the point of contact for the patient grievance process. This includes collection of the patient experience through direct communication with patient, documentation of grievance, patient letters, grievance investigation (in collaboration with supervisors and department directors), facilitation of resolution, and analysis of grievance trends as they relate to Quality, Risk, Performance, and Patient Experience.
- Participate in work groups related to ACO implementation and performance. This will include the C3 Enrollment Work Group and the C3 Compliance Work Group (for the purposes of Grievance function).
- Establish and track KPIs to measure patient access, scheduling efficiency, call center performance, scanning accuracy, medical record collection/retrieval rates and patient experience quality.
- Report regularly to senior leadership on progress, challenges, and strategic opportunities.
- Promote language access services and other supports to ensure equitable care access for all community members.
- Have a strong understanding of medical and dental insurance. Effectively look benefit levels up and understand covered benefits.
REQUIRED SKILLS, EDUCATION & EXPERIENCE:
- Bachelor’s Degree required, Master’s Degree preferred, in a relevant discipline.
- Strong commitment to CHCFC Mission. Strong interpersonal and communication skills.
- Ability to work with a diverse population and sensitivity to low-income populations.
- Resource Management Skills: ability to control one’s own time and the time of direct reports, and ensure that people have needed tools to accomplish goals
- Relationship Management: ability to develop rapport with others and recognize their concerns and feelings, build and maintain long-term associations based on trust, and help others.
- Strong Communication Skills: ability to clearly present information through spoken or written word, read and interpret complex information, talk with colleagues, students and collaborative partners, and listen well.
- Ability to Plan, Prioritize, and Set Goals: This includes managing multiple projects, determining project urgency in a meaningful and practical way, and using goals to guide actions and create detailed action plans, and organize and schedule people and tasks.
- Experience using Electronic Health Records (EHR).
- Three (3) or more years of experience preferably with at least one year in an ambulatory setting.
- Minimum of 2-3 years in a management role preferably in an ambulatory setting.
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 the essential functions. While performing the duties of this job, the employee is required to stand, walk, sit, use the hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. Must be able to lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
WORKING CONDITIONS:
While performing the required duties of this job, the employee is exposed to weather conditions prevalent when traveling between Health Center locations where medical care is provided. This position performs tasks that involve exposure to blood, body fluids or tissues.
This job description is subject to review in the light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the employee works. Performs other duties as assigned.
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