Director of Patient Access

Job Title: Director of Patient Access

Summary : The Director of Patient Access will manage the coordination of intake services, patient admissions and patient referral systems. The Director is responsible for ensuring that the patients residing in Orange and Rockland Counties gain awareness of and access to services provided by United Hospice. As a team member at United Hospice, this position is responsible for growth of patient census and hospice utilization in our service area. The position oversees all referral management, admissions processing and referral business partner liaising. Also, the Director will provide support and supervision of clinical staff in the absence of other leaders. In areas of expertise, the Director will provide training to internal team members and external partner staff related to department duties. The position is an integral member of the United Hospice leadership team.

Responsibilities:

• Provide supervision to the Intake team, the Hospice Liaisons, Admission Nurses, and Patient Access Nurses.
• Coordinate patient access service delivery. Develop and manage patient access logistics to ensure patient satisfaction.
• Supervise intake and admission functions of programs. Provide leadership for care coordination as a member of clinical team. Maximize scheduling.
• Meet conversion rate and census growth goals by collaborating with hospital and community based partners.
• If not at time of hire, become an expert in Joint Commission Accreditation standards.
• Analyze and review patient access metrics and develop and implement strategies for improvement.
• Participate as a member of QAPI committee and lead initiatives to provide responses to correct and improve services through education and training.
• Develop nurse, liaison, program scheduler, and other admissions staff leadership skills through utilization of admissions/sales/customer service training, coaching, mentoring, and modeling in remote and face-to-face interactions on weekly, daily, monthly, quarterly, and annual basis, and as-needed.
• Ensure department actively collaborates with other program departments in development of strategies to ensure alignment with growth targets.
• Develop a customer-service oriented department by identifying and responding to the customer as needs and wants by recognizing the customer is the center of United Hospice business..
• Develop metrics tracking to support admissions goals and implement any needed process improvement project management for department.
• Track and managed the following admissions Performance KPI:
  • Length of Intake/Same Day Admit
  • Speed to Referral/Appointment
  • Census conversion rate
  • Training Completion/Competency
  • Program Scheduler Performance/Quality
  • Exceed operating budget targets
• Support a collaborative approach in achieving admissions related goals, KPIs and metrics. Provide needed management and leadership to ensure success.
• If not at time of hire, become an EMR super user through provided training and perform all staff training. Become proficient with the use of all software relevant to intake, admission, and liaison and clinical referral outreach functions.
• Will be in rotation as administrator on-call.
• Accepts other responsibilities as assigned.

Qualifications:

• NYS Nursing License and BSN required, Master's in Nursing or Public Health preferred.
• Demonstrable business/sales/relationship management acumen.
• Possesses excellent attention to detail, ability to follow oral and written instructions, and a professional office demeanor.
• Excellent writing and verbal communication skills. Excellent organizational skills and attention to detail.
• Ability to work well with diverse populations professionals, volunteers, and patients in personable and effective manner.
• Ability to manage many projects simultaneously and to change priorities as needed.
• Supportive of hospice philosophy and comfortable with issues related to terminal illness.
• Must be proficient in Microsoft Office, Web-based database software and EMRs.

Language Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations. Ability to author reports, business correspondence, procedure manuals, and presentations in a variety of formats. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.


Math Ability: Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Supervisory Responsibilities: Will supervise staff in the field and provide feedback to staff.


Software: Proficient knowledge of Microsoft Office Suite, superuser of the EMR system, ability to learn new software systems.

Additional Requirements:

• Regular travel in a car is required.
• Daily access to an automobile is required.
• A valid Driver's License and ability to drive and driving record acceptable for agency insurance coverage are required.
• May require regular schedule changes to accommodate operational needs.

Benefits

• Competitive salary and comprehensive benefits package including medical, dental and vision insurance, paid time off (vacation, sick and personal days); 401(k) plan, Employee Assistance Program (EAP), and more
• Opportunities for professional development and continuing education
• Supportive interdisciplinary team environment

UNITED HOSPICE INC., IS AN EQUAL OPPORTUNITY EMPLOYER