609.278.5900
QUALITY CARE CLOSE TO HOME

Patient Access Director

Operations
Status: 
Full Time
Department: 
Operations
Location: 
Ewing Street
Hours: 
9-5
Union: 
Non-Union
Grant or HJAHC: 
HJAHC
Description: 

MAJOR FUNCTION:
Under the supervision of the Chief Operating Officer, the Patient Access Director will be responsible to direct and administrate the Patient Registration, Medical Records, and the Call Center department and functions.  The Patient Access Director will uphold HJAHC mission, vision, and values and formulate long-term strategies that will protect the company and its stakeholders’ stability, reputation, and assets. The Patient Access Director will perform other tasks such as preparing the annual goals for the Patient Services, Medical Records, and Call Center operations, assist in creating and auditing the departmental budget, and would serve as an additional source of expertise for staff development for staff members.
ESSENTIAL FUNCTIONS:

  • To execute Director-level operations regarding patient services, medical records, and the call center
  • Direct and manage a high-performing patient services staff, including front end registration functions, to ensure the Revenue Cycle meets/exceeds service and performance goals regarding patient revenue
  • Identifying, training and delegating scheduling to properly trained staff
  • Routinely monitor and assess practice performance against patient access and management targets
  • Ensure that registration processes for new patients are followed and reviewed
  • Ensure that medical records are maintained in good order
  • To review practice complaints procedures and assist in managing as required
  • To be prepared to undertake reception desk responsibilities if needed
  • To be responsible for handling insurance company and other outside bodies requests for reports and for working with finance to manage the accounting systems for this work
  • To manage the patient service supervisor
  • Ensure that call center staff is properly trained in comprehensive telephone vetting
  • To assist in the development of telephone and face to face for scripts for staff
  • Implement and review practice policies and procedures, develop new and update existing policies/ protocols as needed and approved
  • Ensure that existing reception systems are functioning efficiently, and provide effective solutions as needed
  • Oversee the scheduling of all Patient Services, Medical Records, and Call Center staff, and is responsible for assuring all sites of the Center are sufficiently staffed at all times
  • Maintain daily scheduling arrangements for clinical appointments to ensure appointments are available for booking 4-6 weeks in advance, and that there are a sufficient number of available appointments
  • Produce and monitor workflow for clinical and support staff in a timely manner
  • Manage Patient Services, Call Center, and Medical Records staff including hiring, training, evaluating performance, allocating resources, monitoring and all Patient Services, Medical Records, and Call Center counseling staff
  • Identify, train, and delegate scheduling tasks to properly trained staff
  • Monitor and assess practice performance against patient access and management targets
  • Monitor key data for each function including timeliness, patient satisfaction, productivity, accuracy, and quality; develop interventions to improve functioning in response to the evaluation of the key data
  • Ensure the registration processes for new patients are followed and reviewed
  • Ensure medical records are maintained in good order, in accordance with federal, state, and all other regulatory agency retention guidelines
  • Review practice complaints procedures and assist in managing as required; assure reception staff are adequately trained to handle complaints sensitively
  • Assist in ensuring patient satisfaction is maintained and provide opportunities for regular feedback, including patient satisfaction surveys
  • Handle requests for reports from insurance companies and other outside bodies; work with Finance department to manage accounting systems for such requests
  • Implement  and uphold organizational confidentiality policy and ensure training is always up-to-date for all staff, including new hires
  • Establish and follow guidelines for use and/or disclosure of protected health information; uphold confidentiality for information relating to patients, providers, colleagues, and other healthcare workers or the organization as a whole in accordance with Health Insurance Portability and accountability Act (HIPAA) and other ordinances
  • Oversee Patient Services Supervisor
  • Oversee payroll documentation and timekeeping for Patient Services, Call Center, and Medical Records staff, including the direct approval of timecards for Medical Records staff
  • Ensure Call Center staff are properly trained in comprehensive telephone vetting
  • Assist in the development and implementation of telephone and face-to-face scripts for staff
  • Foster Joy in the Workplace in accordance with organizational initiatives

 
ADDITIONAL RESPONSIBILITIES:

  • Coordinate with Director of IT to identify maintenance issues regarding appointment and scheduling systems as they arise
  • Provide support and training to staff in using appointment system and other required software
  • Identify, organize and evaluate IT and other training needs for reception teams, medical records staff, and call center personnel; ensure full utilization of resources such as email, shared drives, Microsoft Office, appointment systems, and other
  • Alongside Director of Human Resources and Director of Operations, leads recruitment and retention efforts for call center, medical records, and patient registration staff
  • Attend meetings as required
  • Perform other duties as assigned

PREREQUISITES FOR THE JOB:
EDUCATION/ EXPERIENCE:

  • Bachelor’s degree in Administration, Health Administration or similar field required; Master’s degree in Administration, Health Administration or similar field preferred
  • Certified Healthcare Access Manager (CHAM) certification through National Association of Healthcare Access Management (NAHAM) preferred.
  • Minimum Five  (5) years’ experience in a healthcare setting strongly preferred
  • Three to five (3-5) years’ experience in managing Call Center, Patient Registration, and/or Medical Records
  • Possession of a valid driver’s license in the state of NJ; ability to legally operate a vehicle

PERSONAL CHARACTERISTICS

  • Excellent written and verbal communication skills
  • Respectful to staff across all levels of the organization, patients and their families, and outside personnel
  • High degree of PC-based computer literacy, including proficiency in patient enrollment and scheduling programs