Director-Access Center Ops

Job Summary: The Director-Access Center Operations is responsible for the planning, development, overall leadership, direction and oversight of Access Center departments and related services. Services: Inbound and Outbound Customer Interactions via phone for Hospital and Physician Practices as well as Physician and Front Office Operations, Scheduling, Registration, Insurance Verification of eligibility and providing financial liability estimates. Departments: Inbound and Outbound Scheduling and Registration, Front Office Management and Change Management, Programing, Reporting and Analytics. Responsible for both patient and other non-patient services such as Marketing, Class and Event Registration, Physician to Physician, Physician Referral and others as well as switchboard type transfer services. In coordination with the Executive Director, responsible for developing and implementing health system wide standards and procedures for patient access services that support the strategic objectives of the health system. Manage and continually provide leadership and oversight to enhance telephone and electronic access to information and services for staff, patients, physicians, and other constituents. Responsible for ensuring adherence to compassionate, efficient service provided within target service levels. Works closely with Practice Leadership, Medial Leadership, University Leadership, Dental Leadership and Administrative Leadership to ensure the best possible customer experience. Performs other duties as needed.

Education and Experience: Bachelor's Degree or equivalent education and experience, Master's Degree preferred. Minimum three years healthcare management or five years of related management experience or equivalent required; healthcare experience preferred.

Knowledge and Skills: Excellent analytical skills and ability to plan and organize. Requires efficient use of computer (extensive SQL server database experience with multiple database structures, basic HTML and Classic ASP knowledge, Crystal Reporting, Business Intelligence, spreadsheet and word processing software), and excellent working knowledge of applications and communication systems utilized. Able to read; write and speak with professional quality; use computer and software programs necessary to the position (e.g., Word, Excel, Power Point, Access); operate/troubleshoot basic office equipment required for the position. Able to relate and communicate positively, effectively, and professionally with others; provide leadership; be assertive and consistent in enforcing policies ensuring compliance with regulatory standards, rules and laws; work calmly and respond courteously when under pressure; lead, supervise, teach, and collaborate; accept direction. Able to communicate effectively in English in person, in writing, and on the telephone; think critically; work independently; perform basic math and statistical functions; manage multiple assignments; compose written material; work well under pressure; problem solve; organize and prioritize workload; recall information with accuracy; pay close attention to detail. Able to distinguish colors as necessary; hear sufficiently for general conversation in person and on the telephone, and identify and distinguish various sounds associated with the workplace; see adequately to read computer screens, and written documents necessary to the position.

Licensures and Certifications: Healthcare Financial Management Association - Certified Revenue Cycle Representative (HFMA-CRCR) certification preferred. Valid Driver's License required at time of hire.