Director Patient Access

Description

THE ROLE

Provides strategic and operational leadership for Oregon and leads a team of ~ 150 caregivers. Provides comprehensive and data-driven strategic and operational plans for the development and implementation of access strategies for all patients to PMG and Clinical Programs including development of a strategic and balanced approach for clinic access. Presents and implements digital strategies for all clinics. Key partner with the Providence Health Plan and other payors in delivering on members' expectations and onboarding new members. Oversees, expands and optimizes the centralized Call Center to ensure patient needs are met in an efficient and effective way, in alignment with comprehensive access strategies.

MAJOR CHALLENGES:

1. Determining best approaches for patients to have access to care at the time they want to be seen and in the desired geographic location.
2. Implements common policies and procedures for multiple delivery locations and for centralized administrative activities.
3. Ensures the continued growth, strength, and stability of the medical group while ensuring optimal stewardship of scarce resources.
4. Balancing the sometimes conflicting goals and objectives of multiple stakeholders representing multiple interests.

ESSENTIAL FUNCTIONS

• Develops comprehensive and data-driven strategic and operational plans for the implementation of access strategies for all patients to PMG and Clinical Programs including development of strategic and balanced approach for clinic access. Assures compliance with the laws, rules and standards of regulatory bodies and accreditation agencies.
• Develops and implements digital strategies for clinics. This includes implementing virtual front door initiatives, adoption of online scheduling, implementation of primary care on demand initiatives, identifying how virtual visits can increase access, and identifying and implementing patient-centered digital strategies.
• Oversees and drives innovation with an eye toward increasing patient access and piloting different care models and patient onboarding strategies.
• Partners with patient experience, marketing, and other departments to identify consumer-based strategies and priorities for the medical group.
• Optimizes centralized Call Center to ensure patient needs are met in an efficient and effective way, in alignment with comprehensive access strategies. Directs operations of the Call Center to ensure minimal wait times for new patients, expedited access for preferred customers, and physician satisfaction with the service. Will oversee the expansion of call center and implementation of phone service standards across all clinics.
• Directly supervises the Manager Access Strategies, and oversees reporting and analytics relating to access to a variety of internal customers. Provides recommendations and coaching to clinic operating units on scheduling templates, and identifies areas of opportunity to better balance capacity to demand.
• Directly supervises the Virtual Sick Clinic and its future iterations. Is responsible for operating drive thru and pop-up clinical services. Is responsible for any on-demand services offered in the Physician Division in Oregon.
• Oversees Provider Resource Department in service to maintaining clinic access.
• Partners closely with Providence Health Plans and other payors to ensure excellent member service and onboarding in Providence Clinics. Oversees implementation and development with PHP of strategies to onboard new members.
• Supports PMG and Clinical Programs clinic managers in developing planning and developing programs and services at the clinic level to assure cost-efficient and high-quality service.
• Develops processes for PMG and Clinical Programs to effectively start new clinics and/or services to improve access, including forming effective teams, providing strong communication processes around project implementation, maintaining project deadlines and developing effective workflow processes for each new location.
• Creates a customer focused environment/image.
• Recommends marketing materials and activities, and serves as a Physician Division lead with Marketing in the implementation of access strategies and promotion of services.

QUALIFICATIONS

• Bachelor's Degree - preferably in Business and/or Healthcare related
• Master's Degree in Healthcare Administration or Business Administration (preferred)
• 7 year of experience in medical group management or healthcare organization at a senior level (preferably with a large group of 75+ physicians and multi-site locations). Must include experience in a large matrixed organization, including clinic operations, change management, financial management, quality management, risk management and business growth and development in a large medical group or health care model. Must have worked directly with healthcare leadership team including physicians
• 1 year of direct experience delivering virtual and digital services to patients (preferred)
• Must be able to travel between facilities
• Should have personal values compatible with those of Providence Health System and be comfortable in a leadership role in a Catholic-sponsored organization
• Ability to learn and integrate new information and processes quickly and lead others toward accomplishment of objectives, goals, and key metrics
• Demonstrated knowledge of the health care environment, hospital and medical office policies and procedures and human resource management practices
• Demonstrated independent thinking, judgment and decision-making abilities
• Excellent planning, organizational, financial and budget management evaluation, implementation and problem solving skills
• Strong skills in strategic planning and meeting facilitation
• Excellent written, verbal communication and presentation skills
• Ability to work collaboratively with other operational units with Providence Health System
• Ability to provide effective overall leadership in a rapidly changing competitive managed health care market place
• Ability to empower and motivate others and build effective teams
• Ability to perform at high level in an environment of rapid growth, constant change and sometimes ambiguous circumstances
• Personal style which emphasizes openness, visibility, and approachability.

About Providence

At Providence, our strength lies in Our Promise of "Know me, care for me, ease my way." Working at our family of organizations means that regardless of your role, we'll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Providence offers a comprehensive benefits package including a retirement 401(k) Savings Plan with employer matching, health care benefits (medical, dental, vision), life insurance, disability insurance, time off benefits (paid parental leave, vacations, holidays, health issues), voluntary benefits, well-being resources and much more. Learn more at providence.jobs/benefits.

Requsition ID: 313718

Company: Providence Jobs

Job Category: Patient Access

Job Function: Revenue Cycle

Job Schedule: Full time

Job Shift: Day

Career Track: Leadership

Department: 5011 OR PMG N ADMINISTRATION

Address: OR Portland 4400 NE Halsey St

Work Location: Providence Office Park Portland Bldg 1-Portland

Workplace Type: Hybrid

Pay Range: $59.73 - $96.15

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.