Director of Patient Services

The Director of Patient Services oversees all Patient Service Teams to ensure we run efficiently and effectively while providing excellent customer service to our patients. The Director has strong leadership skills and acts as a mentor and coach to all of the staff. Key performance indicators and best practice metrics steer the day-to-day operations of the department.

Essential Duties and Responsibilities

• Leads, coordinates, manages and supports day-to-day operations for Patient Services.

• Select, develop, manage and evaluate direct reports; oversee the selection, development, management, and evaluation of indirect reports.
• Develops daily, monthly, quarterly and annual goals for all Teams within Patient Services. Works directly with each location to develop measurable goals; identifies the Goal, develops the plan to achieve, tracks & trends the data, root cause analysis, and presents the outcome.
• Oversees and supports all the Patient Service Supervisors by scheduling regular meetings and on-site visits while providing performance data by location.
• Works with the staff to make Patient Services a strong initial step in the Revenue Cycle process. This includes capturing all necessary demographic and insurance information accurately to ensure successful claim submission.
• Continuously assesses the KPIs for Patient Services and compares them to industry standards. Identify trends/changes in patterns in metrics, assess and report on root causes and financial impact.
• Ongoing process review and implementation of necessary changes to address the increase in volume and to improve efficiency.
• Responsible for developing new policies and procedures to ensure we are following best practices and providing excellent patient care. Routinely reviews all existing policies and updates them appropriately, keeping them relevant.
• Ensures that all buildings are staffed appropriately during our business hours. Maintains an on-call schedule for call-outs, especially for weekends.
• Assures that patient complaint procedures are implemented, maintained, and followed per established policies.
• Leads the Patient Services Education Team and assists with education curriculum. Works with Revenue Cycle to capture the most up-to-date insurance practices and develops knowledge libraries for the entire Patient Services department.
• Works as an active team participant with Zoc Doc, MHD, Phreesia, and Proprio to enhance patient access through technology
• Demonstrates flexibility in scheduling and/or traveling to meet patient and office needs.
• Performs other tasks as required for the effective and efficient functioning of the Practice when directed to do so by Supervisory and Managerial personnel.
• Oversees the Team follows all established payroll guidelines, including use of PTO, tardiness and proper staffing to cover schedules.
• Manages and approves all department expenses.

Management Competencies

• Human Capital Management: Builds and manages workforce based on organizational goals, budget considerations, and staffing needs. Ensures employees are appropriately selected, trained evaluated, and rewarded; takes action to address performance problems. Develops the ability of others to perform and contribute to the organization by providing ongoing feedback and by providing opportunities to learn. Manages and resolves conflicts and disagreements in a constructive manner. Inspires and fosters team commitment, spirit, pride, and trust. Facilitates cooperation and motivates team members to accomplish group goals.

• Work Management: Holds self and others accountable for measurable high-quality, timely, and cost effective results. Determines objectives, sets priorities, and delegates work. Accepts responsibility for mistakes. Complies with established control systems and policies and procedures.
• Financial Management: Monitors and manages expenses within department to include; regular and overtime staff hours, appropriate approval of education and travel expenditures, equipment and supplies and specific departmental expenditures. Develops and monitors annual operational and capital budgets for area of responsibility.

Success Criteria

• Accountability- Takes responsibility for outcomes of personal actions, decisions, and behaviors. Provides consistent, timely, high quality work. Completes work by established time lines and routinely uses time effectively. Meets annual mandatory education and employee health requirements in the time frame prescribed. Is punctual, observes prescribed work hours and meal periods and has an acceptable overall attendance record. Adheres to safety guidelines and reports environmental issues to Facilities.
• Adaptability- Accepts and effectively adapts to changes in position, department and organization. Responds to change positively with a genuine desire to support the organization and accepting work assignment adjustments as needed.
• Communication- Communicates clearly and effectively both orally and written. Demonstrates active listening and respect for other's ideas, problems, and suggestions. Responds in a prompt and friendly manner to requests and inquiries. Respects confidentiality and is HIPAA compliant in all aspects of communication regarding patients, employees and the organization. Utilizes C.L.E.A.R. and H.E.A.R.T.
• Computer Literacy- Uses computers and software relevant to position effectively and efficiently in the working environment.
• Customer/Patient Focus- Knows the customer (internal and external) business needs and acts accordingly. Provides consistent, quality service to all patients and customers.
• Job Knowledge/Technical Skill- Effectively performs essential job functions on a consistent basis. Demonstrates the practical and technical skills and knowledge required for the job. Demonstrates initiative consistent with job expectations to improve performance.
• Professionalism- Takes pride in presenting a professional image and behavior. Maintains professional appearance by adhering to dress code and wearing identification badge. Acts in accordance with the Core Values.

Teamwork/Cooperation- Creates a positive work environment and influences the behavior of other employees by their supportive and positive approach to daily activities within the work environment. Assists coworkers in response to fluctuations in workloads. Maintains positive work relationships by being courteous and respectful. Builds trust and works with integrity. Accepts criticism, is open to new ideas, and handles conflict cons