Senior Director of Patient Access

Position Summary:

The Senior Director of Patient Access defines and carries out strategy, policy, and compliance assurance for patient scheduling, registration, financial counseling, and insurance verification, in accordance with strategic goals for Orlando Health.

About Orlando Health

Founded more than 100 years ago, Orlando Health is a private, not-for-profit healthcare organization with a long tradition of serving its many and varied communities across Florida, Puerto Rico and now into Alabama. With physicians in more than 105 specialties, the healthcare system attracts patients from across the state, region and nation.

Orlando Health is nationally recognized for its pediatric and adult trauma programs as well as its high-performing community hospitals and specialty hospitals. Each year, we welcome more than 20,000 babies across the system and care for the most fragile in one of the nation’s largest neonatal intensive care units.

The most-advanced care is offered through our specialty institutes that connect clinical excellence, education and research programs in our core services. With a robust graduate medical education program that hosts more than 350 residents and fellows each academic year, Orlando Health continues its pioneering research that includes therapies for end-stage breast cancer, identifying biomarkers to detect traumatic brain injury and offering first-in-the-world expanded access for an experimental advanced melanoma treatment.

Responsibilities:

• Strategic oversight to the front-end revenue cycle experience for both site and corporate Patient Access locations to ensure best practice and top tier performance metrics are met.
• Supports the strategic, financial, and clinical priorities of Orlando Health. Develops and implements plans that standardize and improve the patient experience across departments.
• Ensures that training and practices are in place for staff to achieve departmental and organizational goals with respect to the optimal patient experience while accessing care and ensuring registration data collection, the accuracy of financial and demographic data, pre-registration/admissions/financial counseling, charity care and patient linkage to third party health coverage services.
• Collaborates with other patient access leadership to optimize front end processes to ensure accurate patient registration and scheduling, optimized cash collections and reduced front end denial errors.
• Establishes operational standards for patient access and implements them across departments in collaboration with the executive teams in all service areas of the organization.
• Collaborates with Orlando Health operational leaders and departments to develop a consistent culture that supports the patient access goals for the organization.
• Demonstrates skill in exercising executive initiative, judgment, and problem solving and decision-making. Demonstrates skill in analysis, development of comprehensive reports and interpretation of complex data. Sets priorities and avoids crises management.
• Drives a patient-focused culture with an emphasis on accountability customer service, and empathy.
• Responsible for achieving budgetary and financial goals through appropriate deployment of resources and development of new business.
• Oversee the development of business and workflow requirements, future state workflows, that promote efficiency and standardization across the system.
• Accountable for operational design and performance management of all relevant vendor relationships including eligibility, financial counseling, Medicaid eligibility and other related programs.
• Navigate through complex human resource team issues to ensure an accountable work environment as well as attract and retain key talent.
• Actively involved in all Revenue Cycle Operation initiatives and processes related to compliance & regulatory standards (i.e., HIPAA, Joint Commission, AHCA, Compensation, Job Descriptions, & Performance Reviews.) Communicates with various levels of leadership as it relates to compliance.
• Develop strategies across functional departments to exceed revenue management cash projection, reduce days in accounts receivable and denials.
• Manages and directs the planning, design, and coordination of programs within the Patient Access department. The functions within these departments include but are not limited to Financial Clearance (Pre-Registration, Authorization and Insurance verification); Patient Access (Bed Control, Inpatient Registration, Outpatient Registration, ED Registration); Financial Counseling (Price Estimations, Charity Care Review, Medicaid eligibility, and Transplant Financial Counseling); Customer Service (patient collections, customer service follow-up, and balance resolution), and the oversight for Revenue cycle vendors associated with the work units.
• Develops and manages operational initiatives with measurable outcomes. Formulates objectives, goals, vision, and strategies collaboratively with other stakeholders, as needed.
• Conducts research on industry best and evidence-based practices and serves as a central contact for potential opportunities to enhance the financial experience.

Qualifications:

• Bachelor’s degree required.
• Master’s degree preferred.

• Healthcare Financial Management Association (HFMA) or National Association of Healthcare Access Management (NAHAM) certifications preferred.

• A minimum of six (6) years revenue cycle and/or patient access leadership experience.