Director of Patient Access Optimization and Implementation at Intuitive Health — Plano, TX

JOB SUMMARY

The Director of Patient Access Optimization and Implementation will serve as Intuitive’s senior Patient Access Advocate (PAA) leader. The role will have oversight over the PAA functions at Intuitive, with an emphasis on improving PAA registration accuracy, establishing standards for operation and training and improving point of service collections across all facilities. The oversight and responsibilities include existing sites and new facility implementations. The role will report to the VP of Integration-Operations. The Director will document and help implement workflows, create and share standardized training plans, and improve access to and functionality of dashboards to monitor registration accuracy, customer service, point of service collections, and throughput. This position will affect changes in PAA staff through some direct interaction and by strengthening and empowering local Supervisors and Leads to build and sustain operational excellence.

Location: Remote

Travel Requirements: 15% travel required. Travel is variable based on new site openings and other on-site work. Multi-state travel required.

POSITION RESPONSIBILITIES

• Responsible for support, management, and execution of patient access operational processes and workflows related to new facility openings and ongoing operational improvement initiatives

Provides detailed notes from observations while working with new site openings

• Troubleshoot with/for onsite staff to remove operational obstacles
• Provide coaching and encouragement to site level nursing staff in the Intuitive Clinical Operational processes
• Elevate operational issues identified to Center Leadership and VP of Implementations
• Communication of new site operations status to key stakeholders, including Health System Leadership and Intuitive Health senior management
• Provide clear direction, communication, and guidance to mitigate operational risks to all parties
• Conduct post implementation analysis and create recommendations based on lessons learned
• Drive improvements in the following metrics, against which this position will be evaluated:
• Registration accuracy
• Registration timeframe
• Write-offs
• Co-pay collections
• Co-insurance collections
• Patient Net Promoter Score
• Left Without Being Seen/Treated
• Staff retention

COMPETENCIES

• Positive attitude and high energy
• Ability to work independently
• In depth knowledge of patient registration in an emergency department
• A high degree of initiative to identify problems and propose solutions to the VP of Integration-Operations
• Problem solver who can evaluate existing and new sites to understand where operational support is needed and design solutions
• Self-starter, initiator, strong organizational, interpersonal, and consultative skills a must
• Track record of effectively influencing team members towards a greater goal
• Self-driven, with an ability to work well under pressure and respond to shifting priorities
• Demonstrated ability to coordinate people and teams cross-functionally to resolve complex issues within designated time frames required

REQUIRED QUALIFICATIONS

• Bachelor's Degree required
• Subject matter expert on registration process in an emergency department
• Familiarity with all financial and administrative regulatory requirements relevant to emergency department operations
• Minimum of 5 years registration experience at an emergency department
• Minimum of 3 years supervising registration personnel in an emergency department
• Freestanding ED/UC experience preferred
• Experience working in Epic preferred

OTHER DUTIES