Patient Access Operations Senior Director

JOB SUMMARY 

The Senior Director of Operations is responsible for the implementation of Conifer’s Patient Access processes in multiple hospitals and regions. They will interface directly with both senior client management and client leadership with any issues and initiatives from the client in regards to Patient Access and help in day-to-day operating activities. They will be responsible for multiple client regions. This role is responsible for meeting all goals set for the operations and has total control of the operations to meet these goals. The Operations leader responsibilities include delivery of:

• Client Service Level Agreements (SLA)
• Operating goals that drive SLAs
• Productivity standards
• Process quality and accuracy
• Patient, employee, and client satisfaction
• Adherence to process standards relative cost management metrics goals
• Expense, cost and margin control
• Monthly, quarterly and annual financial goal management

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Responsible for directing and executing business processes including monitoring and achieving client Service Level Agreements and all supporting process metrics with a region. Responsible for the productivity standards, process quality and accuracy, as well as patient, employee, and client satisfaction. Establishes regional and hospital budgets. Analyzes P&L’s to ensure positive EBIT performance and manages to hospital, market and regional budgets. 
• Implements strategies around resource utilization in order implement effective succession planning and building of bench strength to allow growth within the organization without negatively impacting cost.   
• Collaborates with all segments of leadership responsible for process design and development, process monitoring, and policy and procedure development. Manages all aspects of change management as it relates to operational processes, driving process metrics, staffing and employee relations, etc.
• Leads regional projects and acts as Conifer’s voice in client initiatives impacting Patient Access. Works collaboratively with process, strategic director, client and other leadership to build short-, medium- and long-term plans and strategies for the evolution of the business operations.

FINANCIAL RESPONSIBILITY (Specify Revenue/Budget/Expense):          

• Approximately $20 million per region of ownership. 

SUPERVISORY RESPONSIBILITIES 

This position carries out supervisory responsibilities in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

• Direct Reports (titles) Director and Market Director, Patient Access Operations
• Indirect Reports (titles) N/A

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong ability to speak to and drive operational key metrics
• Knowledge of detailed Patient Access processes 
• Knowledge of the flow of the revenue cycle 
• Excellent oral and written communication skills
• Detail oriented, analytical skills, and an ability to work independently
• PC/Systems literate including the Internet and basic MS office skills 
• Proficiency in prioritizing and managing multiple tasks
• Operating Discipline and Business Acumen
• Strong leadership and organizational skills
• Deal with Ambiguity and make good decisions
• Assess, coach, train and develop talent
• Possesses excellent tactical execution skills
• Possesses the ability to motivate and maintain effective working relationships with staff and all stakeholders. 
• Demonstrates strength in both performance management and leadership development
• Manage change while minimizing interruption at an operational and service level
• Provide advanced customer service
• Manage and continuously improve process metrics
• Change management experience

Conifer requires its candidates, as applicable and as permitted by law, to obtain and provide confirmation of all required vaccinations and screenings prior to the start of employment.  This may include, but is not limited to, th