<p>SUMMARY:</p> <p>Reporting to the System Director of Ambulatory Services, the Director, Ambulatory Patient Access Center (APAC) leads the consolidation effort and operational integration of multiple call centers into one centralized ambulatory patient access center (APAC) for Brown University Health. This consolidation work requires collaboration, organizational skills, and partnership with multiple department leaders across multiple entities, clinical departments and patient access functions. This role will support a change management plan with a focus on sustaining the change over time to improve the patient experience. In the first two years, the director should be conducting focused assessments on the performance of the center, with proposed changes being implemented as needed.</p> <p>The Director of Patient Access is responsible for the strategic leadership and management of the daily operations of the APAC, including centralized patient scheduling, pre-registration, registration (as determined in partnership with the System Director of Registration), referral management, prior authorization and clinical triage (as needed) for all ambulatory practices for the Brown University Health system. The Director is responsible for the development of policies and to establish procedures that ensure a successful operational infrastructure is maintained to assure efficiency and accuracy to support the Center. The Director will work closely with the System Director and the Director of Registration to ensure the pre-registration and registration function is a shared responsibility resulting in smooth transfers of patients between teams.</p> <p>RESPONSIBILITIES:</p> <p>Responsible for administering, coordinating, and reviewing the performance of all patient access departments, staff and functions across the organization including centralized scheduling, pre-registration, referral management, registration, prior authorization and clinical triage.</p> <p>Manages and directs all activities within area of responsibility and works with Patient Access managers and supervisors to assist them with ensuring patient satisfaction and financial goals and objectives are being met. Utilizes data to analyze and establish corrective action plans to implement solutions to address any deficiencies identified.</p> <p>Actively oversee the management incoming calls, call routing, agent availability, etc. to ensure low wait times and proper handling of calls</p> <p>Increase productivity of managers and representatives alike (coach, hold accountable and recognize/reward on KPIs)</p> <p>Collaborates with information technology teams to develop and/or improve reporting and workflow capabilities, implement new software applications and upgrades, and ensures all necessary testing and training for system changes are thoroughly performed to maximize efficiency and meet defined standards.</p> <p>Partners with Real Estate and Facilities on space considerations and moving of staff and operations.</p> <p>Review reporting and metrics with follow up plans developed to address KPIs and staff performance that are below target, Assures employee performance appraisals are completed in a timely manner, as required by hospital policy. Conducts counseling sessions as needed.</p> <p>Assumes the responsibility of employee hiring, termination and oversight of counseling.</p> <p>Assists in the resolution of departmental issues, working with staff, referring physicians, patients, insurance companies and hospital departments to achieve optimal results. Ensures staff compliance with hospital customer service initiatives and other related measures of quality and compliance performance.</p> <p>Assures the monitoring of departmental productivity and educational standards. Assists with the annual budgetary process and continuously ensures departmental activities remain within budgeted levels, demonstrating prudent use of all resources available while also seeking opportunities that endorse cost savings, generate income, and improve cash collections for the organization. Oversees the reorganization of staffing or resources as appropriate to meet constantly changing operational demands.</p> <p>Promotes cooperative relationships and collaborates with other organizational leaders and departments to implement improved processes to enhance the patient experience, adopt new strategies to increase operational efficiency and to ensure compliance standards and interoperability measures are continually met.</p> <p>Makes appropriate recommendations and continually updates consent forms, policies, and procedures to meet Federal, State and facility-specific standards.</p> <p>Promotes/portrays a high level of professionalism, both technically and personally. Possesses a strong work ethic and exhibits optimism.</p> <p>Adheres to the departmental dress policy and maintains a professional appearance and positive attitude.</p> <p>With the System Director of Ambulatory Services, assesses the need for new technology and partners with IS to implement recommended technologies to improve efficiencies and access.</p> <p>Keeps up to date on industry best practices and participates in industry forums on medical access centers.</p> <p>Presents to various system committees and meetings on access center performance on a regular basis.</p> <p>Performs any other duties as assigned.</p> <p>In partnership with the System Director of Ambulatory Services, establishes and monitors a quality assurance program and an ongoing training program</p> <p>Meets regularly with various stakeholder groups to receive feedback and provide updates</p> <p>Foster a supportive team environment, including a robust recognition program and regular team meetings</p> <p>Key accountabilities:</p> <p>Thrives in a matrixed management structure: This role must navigate well in a matrixed, multi-layered organization, will possess organizational savvy, and collaborate with department, system and senior leadership, to ensure alignment with system-wide goals and objectives. Facilitate communication and information flow across all stakeholder departments.</p> <p>Develops and implement consistently positive patient experience: The APAC will, in many cases, be the patients' first exposure to Brown University Health - the Director is accountable for continuous improvement of the Center's operation, monitoring patient experience scores as a key part of the process.</p> <p>Outcomes-focused: Achieves effective performance outcomes by providing collaborative leadership and direction and regular communication and updates to team and leadership, assessing opportunities for and driving improvement.</p> <p>Qualifications/Requirements:</p> <p>Experience:</p> <p>A minimum of 7 years of experience in a healthcare access/call center role and at least 5 years of related experience in a healthcare or financial leadership role.</p> <p>Familiarity with health insurance referral and authorization processes</p> <p>An equivalent combination of experience, education and training which provides the necessary knowledge, skills and abilities would be acceptable, subject to any legal and/or regulatory requirements.</p> <p>Leadership style and characteristics necessary to effectively perform in this role include: systems-thinker; innovative; collaborative; ability to work with teams; active listener; dedicated to a culture of psychological safety; and committed to continuous improvement and providing high quality service.</p> <p>Track record of nurturing, growing, and leveraging positive, cross-organizational relationships.</p> <p>Success in working collaboratively with high performing teams aligned with strategic initiatives and goals.</p> <p>Proficiency in all Microsoft applications, knowledge of patient management system(s), and payer websites desired.</p> <p>Experience with Epic.</p> <p>Familiarity w/AI and other technologies, as well as prior auth/denials management</p> <p>Education:</p> <p>Bachelors Degree required</p> <p>Other:</p> <p>The Director of Patient Access should have solid knowledge of access center practices, technology and KPIs. The candidate should also possess strong communication skills, both written and verbal, as well as Microsoft office aptitude (Word/Excel/Outlook). This position requires the candidate to work effectively in a fast-paced environment with the ability to multi-task to prioritize and complete work in a timely manner. Problem solving and analytical skills as well as attention to detail to assess and resolve conflict in a timely manner are necessary functions of this role. The Director should serve as a role model for professional behaviors, approach, and attitudes, particularly in stressful and conflicting situations. Cooperative communication with other departmental leaders, participation in multi-disciplinary meetings and collaborative efforts to streamline ambulatory operational functions and changes are necessary and routine expectations for this position</p> <p>Pay Range:</p> <ul> <li>EEO Statement: </li></ul> <p>Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.</p> <p>Location:</p> <p>117 Ellenfield Street - N/A Providence, Rhode Island 02903</p> <p>Work Type:</p> <p>M-F 8:00 am-5:00pm</p> <p>Work Shift:</p> <p>Day</p> <p>Daily Hours:</p> <p>8 hours</p> <p>Driving Required:</p> <p>Yes</p>