Director Of Patient Support Services

The Director of Patient Support Services is responsible for the management and daily operations of the Patient Support Services Department in coordination with the Chief of Operations.

The Director of Patient Support defines strategy, policy, compliance assurance for patient scheduling, registration, financial counseling, and insurance verification.

Every effort has been made to ensure a complete job description. However, this document in no way implies that these responsibilities listed below are the only duties you may be required to perform. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment for the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Essential Job Functions

• Regularly review and update departmental policies and protocols, making certain information is disseminated timely.
• Evaluate, coach, and develop team members implementing corrective action measures when warranted.
• Provide professional, thorough, and timely communication interdepartmentally to facilitate and promote patient care.
• Maintain time and attendance logs, appropriately address time off requests.
• Accurately, thoroughly, and expediently respond to a high volume of messages, emails, and phones calls.
• Oversee all Patient Service and Support Service teams.
• Fundamental understanding and ability to leverage and improve systems, processes and technology used by call center employees.
• Collaborate intra- and inter-departmentally to identify, evaluate, and implement ways to improve processes.
• Continually review staff assignments and adjusts as needed to make sure timely completion of departmental tasks.
• Use tools and technology to harness metrics to measure team performance with an eye to continually improve.
• Work with internal and external customers to confirm needs and expectations are met and exceeded.
• Learn system functionality sufficiently to evaluate how end-users use the system.
• Facilitate a collaborative, positive, productive, and harmonious work environment, whereby treating all patients and coworkers with respect and dignity.
• Ensure appropriate staffing throughout the department to meet the needs of the patients, focusing on answering patient calls in a timely manner.

Additional Responsibilities

• Perform other related duties as assigned.
• Take ownership of respective area to deliver the best patient and client experience possible.
• Coordinate with IT team to continuously improve and better understand software used by direct reports.
• Report daily to VP/GM of any service gaps.
• Stay updated on regulatory and compliance requirements.
• Communicate all regulatory and compliance requirements to staff.
• Responsible for achieving department goals.
• Serve the needs of your teammates and customers.

Competencies

• Leadership - The ability to inspire and guide individuals and groups towards a meaningful vision of excellence, and to bring out the best in others.
• Communication - Exhibits exceptional listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
• People Management - Provides clear expectations. Reviews progress. Provides feedback and guidance, while holding people accountable.
• Conflict Management - Helps others through emotional or tense situations tactfully by defining solutions that all involved parties can endorse.
• Customer Service - The ability to meet or exceed customer service needs and expectations and provide excellent service in a direct or indirect manner. Ability to effectively transmit and interpret information through appropriate communication with internal and external customers.
• Planning and Organization - Integrates change smoothly. Plans for additional resources. Prioritizes and plans work activities. Sets goals and objectives. Uses time efficiently. Works in an organized manner.
• Analytical and Critical Thinking - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.

Job Requirements

General Qualifications

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Able to prioritize workload to optimize efficiency and meet deadlines.

Ability to communicate effectively.

Ability to obtain information accurately.

Excellent data entry skills.

Professional and pleasant telephone etiquette.

Fluency in English is required (Spanish is a plus).

Ability to work in a fast paced, busy environment.

Proficiency in Microsoft Office applications (Word, Excel, etc.)

Education and Experience

Bachelor's degree from an accredited university required.

Three (3) years of management experience, supervising a team of at least 20+ direct and indirect reports required.

Five (5) years prior experience in healthcare setting.

Three (3) years proven experience in a call center role or equivalent.

GI Experience Preferred.

Scheduling experience in the medical field preferred.

Physical Requirements

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.

Physical Demands

Sitting: Prolonged periods of sitting at a desk and working on a computer: essential

Moderate lifting (15-20 lbs.): marginal

Walking: Must be able to access and navigate each department at the organization's facilities: essential

Pushing/Pulling: marginal

Standing: essential

Repetitive motion: marginal

Reaching: marginal

Bending: marginal

Emotional Demands

Fast pace: essential

Multiple Stimuli: essential

Intense customer interaction: essential

Frequent change: essential

Mental/Sensory Demands

Memory: essential

Reasoning: essential

Hearing: essential

Reading: essential

Analyzing: essential

Logic: essential

Verbal communication: essential

Written communication: essential