Position Overview:

The Director of Patient Access establishes leadership, oversight, and strategic direction for Patient Access Services for clients, nationally. This role is responsible to drive results and create initiatives across the USPI market including service-line growth, business development and implementation efforts.They will ensure the Patient Access department establishes the collectability of the services performed. Ensuring that policies and procedures support operational quality, efficiency, and compliance. They will coordinate with other functional areas that impact or support Revenue Cycle to ensure appropriate collaboration and system wide efficiency of operations. This role is responsible for directing operations to meet all established organizational goals. This includes leading and managing the point of service reimbursement approach and strategy, establishing patient access policies and procedures, and administering ongoing training to staff, dissecting, communicating, overseeing Client Satisfaction, and upholding the integrity of the organization. The Director responsibilities may include the delivery of:

• Client Service Agreements
• Operating goals that drive SAs
• Productivity standards
• Process quality and accuracy
• Patient, employee, and client satisfaction
• Monthly, quarterly, and annual financial goal management

Responsibilities: 

• Directing and executing business processes including monitoring Client Service Agreement statuses to close and ensuring all supporting process metrics. 
• Responsible for productivity standards, process quality and accuracy, as well as patients, employee, and client satisfaction. 
• Optimizes and standardizes current processes, developing solutions for anomalies.
• Proactively works with market leaders to ensure adoption of USPI standards and provides opportunities for improvement.
• Consults with client delivery market leaders to develop the overall strategy and objectives that are aligned with each market’s deliverables; acts as Patient Access SME for any new facility transitioning to the Central Billing Office.
• Collaborates with all segments of leadership responsible for process design and development, process monitoring, policy, and procedure development.
• Manages all aspects of change management as it relates to operational processes, driving process metrics, staffing and employee relations, etc.
• Leads projects and acts as USPI’s voice in key initiatives impacting Patient Access. Works collaboratively with strategic directors, clients and other leadership to build short-, medium- and long-term plans and strategies for the evolution of the business operations.
• Manages a team of Managers/Supervisors that are responsible for specific geographic client markets, including coaching and development, to ensure effective oversight and change management across client facilities.

Physical Demand/Travel

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.

• Must be able to work in sitting position, use computer and answer telephones
• Approximately 30% travel may be required
• Includes ability to walk through ASC and hospital-based departments across broad campus settings

Essential Skills & Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. 

• Strong ability to speak to and drive operational key metrics
• Knowledge of detailed Patient Access processes
• Knowledge of the flow of the revenue cycle
• Excellent oral and written communication skills
• Detail oriented, analytical skills, and an ability to work independently
• PC/Systems literate including the Internet and basic MS office skills
• Proficiency in prioritizing and managing multiple tasks
• Operating Discipline and Business Acumen
• Strong leadership and organizational skills
• Deal with Ambiguity and make effective decisions
• Assess, coach, train and develop talent
• Possesses excellent tactical execution skills
• Possesses the ability to motivate and maintain effective working relationships with staff and all stakeholders.
• Demonstrates strength in both performance management and leadership development
• Manage change while minimizing interruption at an operational and service level
• Provide advanced customer service
• Manage and continuously improve process metrics
• Change management experience

Education/Experience

• Education: High School Diploma or equivalent required; Bachelor's Degree in Hospitality Management, Business Management/Administration, Healthcare Administration or related degree preferred.
• 5 years of working experience as a Manager or relatable position managing large teams and multiple patient access processes.
• Exceptional project management and interpersonal skills to connect multiple stakeholders across the organization.
• Strong self-awareness and emotional intelligence to develop a culture of trust, communication, and accountability across the organization.
• Passion for helping and developing others to perform at their best to take company success to the next level.