Director, Patient Access Support Services at Westchester Medical Center – Valhalla, New York

Director, Patient Access Support Services

Job Summary: The Director of Patient Access Support Services is responsible for directing and contributing to the success of WMC’s Ambulatory access-related programs and teams. This includes identifying and maintaining the team’s focus on high value-added activities that impact the most pressing patient access issues. The Director of Patient Access Support Services oversees elements of core access functions, including performance improvement, template and algorithm management, quality assurance, and access business analytics. Success will require this individual to work across clinical and operational leaders to oversee the development, implementation, and maintenance of strategies and solutions that support an elevated patient access experience.

Responsibilities:

• Identifies the most pressing patient access issues by working with functional areas and conducting gap assessments and root cause analyses. Isolates and resolves complex problems, including those related to highly ambiguous situations, through a reliance on qualitative and quantitative analyses. Ensures that implementation of performance improvement solutions align with leading practice. Serves as a connection point between various solutions to create a unified path forward. Manages multiple complex problems and initiatives simultaneously. Establishes and meets deadlines and milestones required to achieve results.

• Leads teams of performance improvement project managers and analysts to drive overall improvement in patient access performance. Leads all aspects of template and algorithm management, including direct support to related capacity management initiatives. Develops and oversees quality assurance program related to patient access. Remains highly organized and demonstrates ability to multi-task across functional areas as required.

• Oversees development of analytic approach to access measurement and monitoring. Develops and supports the infrastructure to manage performance across the institution for key access performance metrics. Works with the enterprise analytics team to identify and resolve gaps in reporting or use of reports and, where needed, directs the development of additional access performance reporting and dashboards.

• Engenders a solutions-oriented culture related to access initiatives. Across all functional teams, continuously develops employees through leadership and coaching. Fosters a psychologically safe environment to ensure team members feel comfortable raising issues and risks. Builds a productive feedback culture across the team. Manages overt or passive resistance to ongoing change management efforts.
• Partners with leaders across the Access Center, Ambulatory Operations, Departments, Divisions, and Service Lines, and other functional areas (e.g., Revenue Cycle and IT) as needed to achieve superior access. Builds alignment, influences, and moves the groups to action, demonstrating skill at influencing change across a large organization. Breaks down silos that may impede the implementation or sustainability of leading practice solutions. Apprises the Access Governance Committee of concerns as appropriate.

Qualifications/Requirements:

Experience:

• Five years healthcare operations experience, including two years of management experience (project/program and people management)
• Experience in patient access or consulting
• Experience with dashboard tools and analytic reports. Familiarity with PowerBI, EMR (e.g., Cerner or Epic) and Salesforce.

Education: Bachelor’s degree in Business Administration, Healthcare Administration or related field.

Preferred Education: Master’s Level Degree (e.g., Healthcare Administration, Business Administration)

Licenses / Certifications: N/A