Asso Director Member Services bei UNION HEALTH CENTER INC

Description

The Union Health Center (UHC) is seeking a full-time
Associate Director of Member Services to join our team!

Background

The Union Health Center (UHC) is an innovative primary and multi-specialty center focused on providing well-coordinated and accessible healthcare. UHC has been providing care to New Yorkers for over one hundred years, founded by the International Ladies' Garment Workers' Union (ILGWU) and the Amalgamated Clothing Workers of America (ACWA). UHC was established to provide affordable and comprehensive healthcare to union members and their families and has been recognized by the National Committee for Quality Assurance (NCQA) as a Patient Centered Medical Home since 2009. The center was built around a team-based model that integrates health coaches and serves a patient population that experiences a heavy burden of chronic disease and varying levels of health literacy. UHC maintains Primary Care PCMH recognition and is certified as an Article 28 facility.

Role Summary

The Associate Director of Member Services is a critical role responsible for overseeing and optimizing patient access, experience, and facilitates collaboration with external partners. Reporting to the Chief of Strategy and Operations, the candidate will lead a team of dedicated professionals, including the supervisor of the patient access center, and patient support services (PSS) staff, to ensure seamless patient journeys from initial contact to post-care follow-up. Responsibilities also include improving efficiencies through data collection and analysis and developing professional relationships with stakeholders by improving communication and work processes.

 

Responsibilities:

Leadership

• Actively participate in the recruiting, hiring and training the development of a high performing Patient access representative and patient services representative. Team members. 
• Foster a positive and supportive work environment that promotes employee engagement and satisfaction.
• Propose and implement initiatives to enhance and strengthen the member services function at the center.
• Provide ongoing coaching, mentoring, and performance management to team members.
• Supervise Patient Access Center Supervisor and Patient Service Representatives
• Set clear performance expectations, conduct regular performance reviews, and provide constructive feedback.
• Manage staff schedules, ensuring adequate coverage and efficient workflows

Patient Access

• Partner with the Supervisor to oversee the daily operations of the patient access center, ensuring efficient and accurate processing of all call center functions, appointment scheduling, and outreach
• Monitor key performance indicators (KPIs) related to patient access, such as wait times, and take corrective action as needed.
• Implement strategies to improve patient access and satisfaction, including reducing wait times, streamlining appointment scheduling, and enhancing communication with patients.
• Collaborate with clinical and administrative teams to identify and address barriers to patient access and experience.

Referral Coordination and Patient Navigation

• Lead the patient support services team to ensure seamless transitions of care between our facility and external providers
• Develop and implement patient navigation and referral coordination processes to support patients throughout their healthcare journey
• Coordinate referrals, authorizations, and appointments with outside practices to minimize delays and disruptions in patient care.
• Develop and maintain strong relationships with external providers to facilitate effective communication and collaboration.
• Monitor and analyze referral data to identify opportunities for improvement.

Operational Excellence

• Develop and implement policies and procedures to ensure compliance with regulatory requirements and ensure efficient and effective delivery of services.
• Monitor staffing levels and allocate resources to meet operational needs.
• Collaborate with other departments to ensure seamless communication and cooperation.
• Conduct regular quality assurance audits to ensure compliance with standards and identify opportunities for process optimization.
• Continuously identify opportunities for improvement in patient access, patient experience, and operational efficiency.

Compensation ranges from $80,000 to $120,000. Commensurate with experience and education.

Salary Disclosure Information:

The Union Health Center provides a salary range to comply with the New York City law on Salary Transparency in Job Advertisements. Actual salaries depend on a variety of factors, including experience, specialties, historical productivity, historical collections, and hospital/community need. As such, an actual salary may fall closer to one or the other end of the range, and in certain circumstances, may wind up being outside of the listed salary range. The salary range listed is for full-time employment and does not include bonuses / incentive compensation or benefits.

The Union Health Center is an equal opportunity employer. We comply with applicable Federal civil rights laws and do not discriminate, exclude, or treat people differently on the basis of race, color, national origin, age, religion, disability, sex, sexual orientation, gender identity, or gender expression.

Benefits:

• Pension Fund (100% Employer funded)
• 403b
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday
• No Weekends
• Hybrid / Remote

Work Location:

• New York, NY 10001

Qualifications

Position Qualifications and Education Requirements:

• Bachelor’s degree in health care administration, Business Administration, or a related field required, or equivalent professional experience
• Master’s degree preferred
• Minimum of 5+ years of experience in healthcare operations, with a focus on patient access, referral coordination, and patient navigation
• Minimum of 3+ years of experience in a supervisory role

Preferred Skills and Qualities:

• Exceptional people leader who knows how to get the best out of individuals and teams
• Innovative thinker who can develop solutions where there are a few precedents; comfortable with ambiguity
• Strong understanding of healthcare regulations, accreditation standards, and HIPAA compliance.
• Knowledge of eligibility, benefits, prior approval and reporting requirements for all public and private insurance plans/programs accepted at the center.
• Excellent communication and interpersonal skills, with the ability to effectively interact with patients, staff, and external providers.
• Proficiency in relevant software applications, including electronic health records (EHR) and patient access systems.
• Strong analytical and problem-solving skills.
• Ability to work under pressure and manage multiple priorities.
• Resilient approach that doesn’t dwell on setbacks, finding creative solutions to obstacles
• Strong interpersonal, oral, written communication and collaborative skills.
• Advanced computer skills