Director of Patient Access Optimization and Implementation

About Intuitive Health

Founded in 2008, Intuitive Health pioneered the combined emergency room and urgent care model, setting a new standard for innovation and accessibility in the ambulatory care space. Partnering with leading health systems nationwide, Intuitive Health builds and operates retail healthcare facilities that seamlessly integrate urgent care and emergency services under one roof. This innovative model enhances patient experience, reduces unnecessary emergency care costs, and empowers health systems to expand their market presence. Ranked among the top 1% of global retailers in customer satisfaction, Intuitive Health serves more than 1 million patients annually. For more information, visit IHERUC.com.

Through partnerships with respected, high-performing health systems, Intuitive Health brings its innovative care model to communities known for clinical excellence. Team members are employed by Intuitive Health and work closely alongside our partners to deliver a seamless, patient-centered experience.

JOB SUMMARY

The Director of Patient Access Optimization and Implementation will serve as Intuitive’s senior Patient Access Advocate (PAA) leader. The role will have oversight over the PAA functions at Intuitive, with an emphasis on improving PAA registration accuracy, establishing standards for operation and training and improving point of service collections across all facilities. The oversight and responsibilities include existing sites and new facility implementations. The role will report to the VP of Integration-Operations. The Director will document and help implement workflows, create and share standardized training plans, and improve access to and functionality of dashboards to monitor registration accuracy, customer service, point of service collections, and throughput. This position will affect changes in PAA staff through some direct interaction and by strengthening and empowering local Supervisors and Leads to build and sustain operational excellence.

Location: Remote

Travel Requirements: 15% travel required. Travel is variable based on new site openings and other on-site work. Multi-state travel required.

POSITION RESPONSIBILITIES

• Responsible for support, management, and execution of patient access operational processes and workflows related to new facility openings and ongoing operational improvement initiatives

Provides detailed notes from observations while working with new site openings

• Troubleshoot with/for onsite staff to remove operational obstacles
• Provide coaching and encouragement to site level nursing staff in the Intuitive Clinical Operational processes
• Elevate operational issues identified to Center Leadership and VP of Implementations
• Communication of new site operations status to key stakeholders, including Health System Leadership and Intuitive Health senior management
• Provide clear direction, communication, and guidance to mitigate operational risks to all parties
• Conduct post implementation analysis and create recommendations based on lessons learned
• Drive improvements in the following metrics, against which this position will be evaluated:
  • Registration accuracy
  • Registration timeframe
  • Write-offs
  • Co-pay collections
  • Co-insurance collections
  • Patient Net Promoter Score
  • Left Without Being Seen/Treated
  • Staff retention

COMPETENCIES

• Positive attitude and high energy
• Ability to work independently
• In depth knowledge of patient registration in an emergency department
• A high degree of initiative to identify problems and propose solutions to the VP of Integration-Operations
• Problem solver who can evaluate existing and new sites to understand where operational support is needed and design solutions
• Self-starter, initiator, strong organizational, interpersonal, and consultative skills a must
• Track record of effectively influencing team members towards a greater goal
• Self-driven, with an ability to work well under pressure and respond to shifting priorities
• Demonstrated ability to coordinate people and teams cross-functionally to resolve complex issues within designated time frames required

REQUIRED QUALIFICATIONS

• Bachelor's Degree required
• Subject matter expert on registration process in an emergency department
• Familiarity with all financial and administrative regulatory requirements relevant to emergency department operations
• Minimum of 5 years registration experience at an emergency department
• Minimum of 3 years supervising registration personnel in an emergency department
• Freestanding ED/UC experience preferred
• Experience working in Epic preferred

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

Intuitive Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.