Director, Patient Access

Healthcare Outcomes Performance Co. (HOPCo); Phoenix (AZ); On-site; USD 65,000 - 95,000; Full time

Job summary

Healthcare Outcomes Performance Co. (HOPCo) is seeking a Scheduling Operations Manager to lead day-to-day scheduling teams, optimize performance, and ensure efficient use of resources. You will review timesheets, PTO, and generate management reports on staff adherence to schedules.

Responsibilities include staff performance management, audits, payer requirements training, and collaboration with internal/external stakeholders to maintain accurate patient registration and revenue cycle processes.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Minimum five years in supervisory or leadership roles.
• Excellent organizational skills with strong customer service orientation.
• Background in computers and data entry.
• Knowledge of medical clinic operations and scheduling.
• Working knowledge of eligibility, verification of benefits, and prior authorizations.

Responsibilities

• Manage day-to-day operations of scheduling teams to optimize performance and resources.
• Review and approve timesheets and PTO; generate regular staff adherence reports.
• Lead performance management including reviews, corrective action, mentoring, and improvement plans.
• Monitor department activity and adjust work assignments to maintain efficiency.
• Ensure high-quality delivery of care; monitor productivity and staff performance.
• Coordinate with internal and external customers on patient registration and revenue cycle processes.
• Conduct department audits to maintain consistency in scheduling and authorization.
• Provide training and oversight to staff on payer requirements and changes.

Skills

Leadership

Organizational skills

Customer service orientation

Data entry

Computers

Communication

Interpersonal skills

Analytical and problem-solving

Multitasking

Team collaboration

Education

Bachelor’s degree or equivalent combination of education and experience

Job description

• Manages the day-to-day operations of the scheduling teams to optimize performance and quality levels while ensuring the most efficient use of resources.
• Responsible for reviewing and approving timesheets and paid time off requests in the time management system and will generate regular reports to the management team on staff adherence to schedule.
• Responsible for performance management of the team including reviews, corrective action, mentoring, and performance improvement plans.
• Monitors daily operating activity of the department and make necessary adjustments in work assignments.
• Ensures efficient and high-quality delivery of care within the department. Monitors individual schedulers and authorization staff productivity and works to improve staff performance to meet MGMA standards.
• Oversees and monitors financial collections of procedure patients.
• Work collaboratively with all internal and external customers and departments to ensure timely and accurate patient registration and processing related to all aspects of the patient and revenue cycle process are followed.
• Conducts department audits to maintain consistency in the scheduling and authorization process.
• Supervises, trains, and orients and evaluates performance over assigned staff.
• Understands and stays abreast of payer requirements and changes within the industry. Provides training and oversight to staff to assure that these requirements are executed.
• Attends administrative meetings and participates in committees as requested.
• Assists Leadership in trending/identifying claim denials due to demographic and referral/authorization errors.
• Research and resolve scheduling discrepancies in a timely manner. Provide trends and action plans for improvement to the leadership team.
• Support and comply with all company policies and procedures.
• Must be able to meet deadlines given by Senior Management.
• Works with sensitive and confidential materials and must be able to exercise discretion.
• Provide tools for Team Leads and Supervisors to sustain, develop, enforce, and report department standards and metrics; recommend actions for improvement.

EDUCATION

• Bachelor’s degree or an equivalent combination of education and experience.

Experience

• Minimum five years of experience in a supervisory, manager, or leadership role.
• Proven leadership skills with an ability to motivate with a positive attitude that positively impacts others.
• Excellent organizational skills and strong customer service orientation are required with a strong background in computers and data entry.

KNOWLEDGE

• Knowledge of medical clinic operations and scheduling.
• Federal, state, and HIPAA privacy regulations.
• Knowledge of medical terminology and office procedures.
• Working knowledge of eligibility, verification of benefits, and prior authorizations from various HMOs, PPOs, commercial payers, and other funding sources.

Skills

• Skill in establishing and maintaining effective working relationships with employees, patients, and providers.
• Analytical and problem-solving capabilities.
• Effectively managing multiple projects simultaneously.
• Effective verbal and written communication skills.
• Represent the company in a professional manner related to appearance, communication, and the maintenance of patient confidentiality.
• Interpersonal skills are essential to communicate effectively, written and oral, with internal and external personnel at various levels.

Abilities

• Ability to analyze problems and interpret information and prioritize and reprioritize, as necessary. Ability to work independently, and as part of a team.
• Ability to develop plans, evaluate workflow and implement improvements.
• Ability to maintain patient confidentiality and follow HIPAA guidelines.
• Ability to multi-task and work well under pressure.

ENVIRONMENTAL WORKING CONDITIONS

• Combination of exam rooms and medical offices.
• Frequent exposure to communicable diseases, toxic substances, ionizing radiation, medicinal preparations, and other conditions common to a clinic environment.

PHYSICAL/MENTAL DEMANDS

• Requires sitting and standing associated with a normal office environment. Some bending and stretching are required. Manual dexterity using a calculator and computer keyboard.
• Requires working under pressure in emergencies.

Organizational Requirements

• HOPCo's Mission, Vision, and Values must be acknowledged and adhered to.