Director Patient Access, Akron, OH
Description: Cleveland Clinic Akron General has an opportunity for an experienced Patient Access Director to provide direction, leadership and accountability for centralized scheduling, centralized referrals, and pre-registration functions. This position ensures customer service standards, including timeliness, courtesy and accuracy are met to deliver an exceptional patient experience. Centralized services will provide support for ancillary testing, outpatient procedures and physician office services. The director is accountable for the strategic planning, and implementation of centralized pre-service support for the Partners Physician Group (PPG), and will also be responsible for facilitating the strategic planning around the development of a Customer Access Center that blends both PPG and AGMC pre-service functions. The director enforces the optimized use of all scheduling and registration applications and is responsible for timely and accurate pre-service revenue cycle processes. The director develops and tracks performance metrics, and leads continual improvement of patient access and revenue cycle operations. The Director position is a high visibility role with administration, physicians and staff at all levels. The Director's success is measured by the organization's ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics.
Qualificiations: Bachelors Degree in Business (Accounting, Management), Health Administration or related field required. Five years managing a high volume call center, preferably in a healthcare setting or appointment scheduling with emphasis on call quality, customer service, service times and productivity. Prior knowledge of hospital and physician office operations, including advanced understanding of patient registration/front end revenue cycle requirements. Strong understanding of Call Center statistical analysis and reporting. Experience with scheduling software applications, including implementation and optimization. Experience with building scheduling templates and protocols. Working knowledge of EPIC Revenue Cycle Software preferred. Proven skills in developing and delivering training and education. Dynamic communication skills (verbal and written) in dealing with trainees, associates, and internal/external customers. Demonstrated ability to design, implement, and direct a program that elicits desired outcomes on an organizational level. Experienced team leader and collaborator. Experienced and skilled in continuous improvement, in particular Lean methodologies and the DMAIC improvement model.
The policy of Cleveland Clinic and its system hospitals (Cleveland Clinic) is to provide equal opportunity to all of our employees and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic’s Smoking Policy will be permitted to reapply for open positions after 90 days. Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic facility.
Cleveland Clinic is pleased to be an equal employment employer: Women/Minorities/Veterans/Individuals with Disabilities