Patient Access Director

Job Details

Job Type

Full-time

Golden, CO • Administration

Description

Panorama Orthopedics & Spine Center has been a trusted provider of orthopedic care in metro Denver for more than 70 years. Though we have grown over time, our values have remained the same. Our group of more than 40 orthopedic surgeons is one of the largest orthopedic groups in the United States. Here we are committed to quality, teamwork, and accountability.
 

Panorama provides a competitive total compensation package, including a full benefits package and a Profit-Sharing plan.  Beyond compensation, we provide an environment where you will find yourself surrounded by great people dedicated to helping patients and supporting each other.  We make a difference in the lives of others by helping them Do More and Feel Better. 

This position is responsible for managing a team of appointment schedulers and operators and assuring that they provide timely and best in class customer service and patient access. This leader will develop appropriate reports and establish KPI’s for the organization and individual agents. They will assist with escalated calls, implement any procedural changes, provide coaching and counseling to increase staff knowledge. The leader will be directly responsible for creating a positive learning environment that delivers quality customer service. The role requires exceptional customer service and influential leadership skills. Proven call center supervisory experience along with planning and workforce implementation of new processes is a must for this position. This leader functions as a member of the collaborative operations team, interacting with directors, IT leaders, managers, and other supervisors. The leaders analytical skills will aid them in their ability to break problems into parts to see relationships or interdependencies, making projections for the timely management of staff and call volume.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)

• Highly effective communications skills.
• Provide daily leadership to ensure productivity and quality service goals are met.
• Supervise teams of schedulers, operators, and other staff as assigned.
• Utilize data to project call volume to establish KPI’s and assure appropriate staffing levels.
• Prepare daily, weekly and monthly action plans to assure goals are met.
• Monitors intraday operations to assure service levels are achieved and maintained. Makes necessary adjustments to ensue daily work assignments are completed. 
• Monitors schedules to ensure maximum resource utilization and patient access. 
• Evaluate, coach, and mentor employees based on observations, and feedback received. 
• Quarterly One-on-One's with team members that provide feedback and builds confidence.
• Provide ongoing training and retraining of the staff through topic specific in-services.
• Monitor performance; schedule staff to meet call volume; motivate staff to meet, sustain, and surpass performance goals; act as a resource to team members, assisting team members with calls during peak periods; monitor quality of service and track service issues.
• Prepares monthly calendar of provider schedules to confirm vacations, on-call schedules, and clinic availability. 
• Respond to questions and concerns respective to both internal team members, and external customers with demonstrated ability to manage irate and difficult calls.
• Cultivate and maintain effective and trusting relationships with team members, and leadership. 

Requirements

EDUCATIONAL AND LICENSURE REQUIREMENTS:

· A bachelor’s degree in business management or equivalent degree in an associated field from an accredited institution. 

· 5- 7 years’ experience managing and administering contracts or projects. 

· Working knowledge of Microsoft office products (PPT, Word, Excel, etc) 

DESIRED QUALFICATIONS: 

· Lean Six Sigma certificate or equivalent strongly preferred. 

· Prior Health Care experience or knowledge of orthopedic terminology, basic clinical functions, administrative practices, operational systems, and procedures in medical setting preferred.

· Understanding of Medical terminology and knowledge of Medicare, Managed care and commercial insurances products and plans preferred.

• Strong data analytics skills to effectively monitor and manage KPIs.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other      employees of the organization. Ability to sort and file materials correctly by alphabetic and numeric systems. Knowledge of medical terminology preferred basic knowledge of insurance plans a plus.
• Preferred knowledge of Electronic Medical Records (EMR) systems, preferably Epic. 
• Demonstrated effective interpersonal skills, including verbal and nonverbal communication, the ability to handle conflict, teamwork, empathy, listening, and a positive attitude. 
• Effective presentation skills.
• Ability to prioritize multiple duties in a fast-paced environment.

Pay information: $100k to $135K/ annually