Company Overview
DOCS Dermatology (DOCS) is one of the largest and most established dermatology practices in the nation. With more than 230 providers within 90+ locations in 7 states, we have been serving patients for over 40 years. At DOCS, we strive to put the patient first with an emphasis on medical, surgical, and cosmetic dermatology. We provide easy access to high quality dermatologic care in an environment that is consistently friendly, convenient, courteous, and caring.
Summary
The Director of Patient Access will be responsible for supporting a team of onsite and remote call center associates and be responsible for all call center operations while working cohesively with both clinical and non-clinical resources across the organization. The Director will develop a solid understanding of performance criteria to identify operational gaps adversely impacting operations while defining and delivering on a comprehensive strategy that supports the organizational patient access needs. Areas of oversight include centralized scheduling, pre-registration, insurance verification, authorization, point of service collections, and provider/patient experience. Top objectives for this role include, but are not limited to, maintaining high customer NPS, providing excellent level of service to dermatology practices and building a positive high-performance culture.
Job Responsibilities
- Develops performance-focused teams, aligning to key performance metrics, some of which include patient abandonment rate, average speed to answer, appointment scheduling, point-of-service collections, insurance denial rate, prior authorization/referral completion, patient experience, employee experience and provider experience scores.
- Monitors call center program guidelines and policies with the purpose of ensuring compliance with all government regulations, as well as maintaining alignment with the organization's mission.
- Evaluates program outcomes and to ensure culturally appropriate continuum of services for patients.
- Works with both internal and external providers to ensure seamless delivery of services, including development of referral and admission workflows encompassing all levels of care.
- Collaborates regularly and provides timely and efficient communication for call center challenges and needs, while supporting effective triaging of services and optimal flow of information.
- Supervises, develops, and maintains the performance management strategy of staff as well as the overall performance of the Call Center.
- Conforms to organizational standards of performance and conduct, including those pertaining to patient rights, ensuring exceptional customer service and patient care.
- Utilizes organization’s behavioral health standards as the basis for decision-making and to support the organization’s mission and goals.
- Provides oversight and supervision for call center team staff by managing referrals/case assignments, supporting key decision-making situations, implementing best practice, and positively impacting the workflow for call center teams.
- Supports staffing ratio development, compliance, and ensures successful recruiting/onboarding efforts.
- Builds and maintains effective working relationships with internal, external providers, stakeholders, as well as other regulatory bodies.
- Conducts ongoing review of the clinical program design, suggest, and if applicable implement, recommendations for improvement.
- Attends monthly Management Meetings and travels as needed.
- Supports special projects and performs additional duties as needed to support the organization.
Minimum Qualifications
- Bachelor’s degree. Degree in healthcare preferred.
- Minimum 4 years of call center supervisory experience.
- Demonstrated ability to build a high performing team including recruiting, onboarding, and motivating team members to value velocity, accuracy, transparency and accountability.
- Strong analytic capabilities including experience operating a data-driven environment to produce strong reporting.
- Strong diagnostic skills; competence in patient engagement strategies. Must be able to quickly establish rapport with a wide range of clinical presentations.
- Ability to maintain confidentiality of sensitive information.
Personal Attributes
- The successful candidate will be a coach and a player who can lead by example while empowering a team and creating a positive and productive workplace environment.
- This position requires focused leadership, sound business judgement and team building skills, and should be extremely detail oriented, organized, and able to identify and resolve problems with strong decision-making skills.
