Director, Access Services
Granger-IN-46530-United States
Reports to Vice President of Patient Access Services. The Director of System Access is responsible for providing visible and proactive leadership to staff, management, internal partners, leaders, departments, and other key stakeholders across the organization. This role is responsible for access center operations, including but not limited to referral management, access and scheduling, verification of benefits operations to support patient access initiatives, and support patient growth and retention. This position champions efforts that improve processes and achieve the highest possible levels of customer experience, access, and satisfaction. Significant accountability is placed on ensuring key metrics in the areas of quality, customer satisfaction, associate engagement, and leadership effectiveness are achieved.
MISSION, VALUES and SERVICE GOALS
- MISSION: We deliver outstanding care, inspire health, and connect with heart.
- VALUES: Trust. Respect. Integrity. Compassion.
- SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.
Division Operations:
- Executes and translates high-level directives from VP into actionable plans across numerous direct and indirect reports.
- Directs, develops and implements strategic and operational/high-level projects and processes either through independent/highly autonomous work or through the facilitation of work teams to enable the effective and efficient completion of objectives.
- Incorporates knowledge of digital products, including AI and automation to create more cost-efficient workflows.
- Analyze patient access data to identify trends, resolve bottlenecks, and implement improvements in processes and technology.
- Reviews, establish and/or revises policies and procedures to enhance the effectiveness of Access processes.
- Solves for systemic issues by partnering with the appropriate cross-functional teams with the health system. Continually seeks to identify opportunities to collaborate and enhance efficiencies with the scheduling and referral process that result in a convenient, coordinated and efficient experience for providers and patients.
- Develops short- and long-term goals and objectives for Access Services.
- Develops, secures approval, and administers departmental budgets to achieve goals and objectives.
- Directs and develops department managers and supervisors to ensure efficient operations.
- Interviews, schedules, trains, assigns work to, evaluates, and, when necessary, disciplines or discharges subordinated personnel.
- Interprets and administers established Hospital policies and procedures to subordinate associates, patients, visitors, and others. Recommends changes to existing policies and procedures that will enhance the effectiveness of the Patient Access processes.
- Ensures that all work processed conforms to established standards of quality. Coordinates and directs the work so that accurate information is provided to appropriate departments in a timely manner.
Leadership:
- Identifies and implements innovative solutions for practice or workflow changes to improve department, entity or system operations by leading unit projects and/or other department/ system-directed activities. Proactively leads task forces and committees. May represent BHS at assigned community or professional organization meetings. Drives change initiatives, maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusts effectively to work within new work structures, processes, requirements or cultures. Partners effectively with stakeholders as appropriate.
- Interfaces with BHS departments, BMG departments, Patient Account Services, Medical Records, Information Systems, and all other departments within the facility to ensure that accurate information is available and patient needs are met.
- Responsible for Scheduling and Registration quality, accuracy, and defined standards and expectations.
Financial Management:
- Meets budgeted requirements yearly.
- Develops cost savings ideas for departments/divisions.
Safety and Quality Improvements:
- Creates a patient safety culture and ensures safe operations in division for patients and staff.
- Oversees active programs to improve quality and customer service in division.
- Maintains departments professionally to ensure safety for all. Develops programs/services that improve patient care and service delivery.
Contribute to the overall effectiveness of the department:
- Completes other job-related duties and projects as assigned.
Leadership Competencies
- Drives Results - Consistently achieving results, even under tough circumstances.
- Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
- Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
- Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
- Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
ORGANIZATIONAL RESPONSIBILITIES
Associate complies with the following organizational requirements:
- Attends and participates in department meetings and is accountable for all information shared.
- Completes mandatory education, annual competencies and department specific education within established timeframes.
- Completes annual employee health requirements within established timeframes.
- Maintains license/certification, registration in good standing throughout fiscal year.
- Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
- Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
- Adheres to regulatory agency requirements, survey process and compliance.
- Complies with established organization and department policies.
- Available to work overtime in addition to working additional or other shifts and schedules when required.
Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:
- Leverage innovation everywhere.
- Cultivate human talent.
- Embrace performance improvement.
- Build greatness through accountability.
- Use information to improve and advance.
- Communicate clearly and continuously.
Education and Experience
- The knowledge, skills, and abilities indicated below are normally acquired through the successful completion of a Bachelor's Degree (Master's in health care administration, public health or similar degree is preferred). A minimum of five to seven of health care experience. Knowledge of and experience with complex project management. Knowledge and demonstrated experience with program evaluation or performance improvement processes and tools. Experience with cross-organizational, multi-sector collaboration and coordination.
Knowledge & Skills
- Through knowledge of Health Information Management practices, DRGs, Utilization Review principles, and regulatory requirements.
- Must demonstrate analytical skills to develop, evaluate, and approve or recommend changes in policy.
- Demonstrates administrative and managerial skills necessary to direct a number of organizational components and subordinate personnel and to achieve and maintain a highly motivated, cohesive work group.
- Demonstrates interpersonal skills necessary to deal effectively with administrative and management staff, physicians, subordinate staff, and various individuals, organizations, and agencies outside the hospital.
- Demonstrates the ability to communicate effectively, both orally and in writing.
- Requires a strong understanding of the regulatory environment affecting third-party payers, workers compensation, liability, and health care/consumer collections.
- Requires highly effective analytical, critical thinking, decision-making, negotiating, and problem-solving skills.
- Maintains the highest level of confidentiality.
Working Conditions
- May involve prolonged periods of sitting.
- May involve infrequent lifting of medical records (typically less than 5 pounds).
Physical Demands
- Requires the physical ability and stamina to perform the essential functions of the position.
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