Director of Patient Access – Intake

Overview

Fred Hutchinson Cancer Center is an independent, nonprofit organization providing adult cancer treatment and groundbreaking research focused on cancer and infectious diseases. Based in Seattle, Fred Hutch is the only National Cancer Institute-designated cancer center in Washington.

With a track record of global leadership in bone marrow transplantation, HIV/AIDS prevention, immunotherapy and COVID-19 vaccines, Fred Hutch has earned a reputation as one of the world’s leading cancer, infectious disease and biomedical research centers. Fred Hutch operates eight clinical care sites that provide medical oncology, infusion, radiation, proton therapy and related services, and network affiliations with hospitals in five states. Together, our fully integrated research and clinical care teams seek to discover new cures to the world’s deadliest diseases and make life beyond cancer a reality.

At Fred Hutch we value collaboration, compassion, determination, excellence, innovation, integrity and respect. These values are grounded in and expressed through the principles of diversity, equity and inclusion. Our mission is directly tied to the humanity, dignity and inherent value of each employee, patient, community member and supporter. Our commitment to learning across our differences and similarities make us stronger. We seek employees who bring different and innovative ways of seeing the world and solving problems. Fred Hutch is in pursuit of becoming an anti-racist organization. We are committed to ensuring that all candidates hired share our commitment to diversity, anti-racism and inclusion.

The Director of Patient Access Center of Excellence is accountable for driving the operational strategies, programmatic direction, and implementation of a subset of the patient access department, with the goal of advancing the Fred Hutch's Patient Access framework. Reporting to the AVP of Patient Access, this position holds direct leadership responsibilities for a cross-functional team. Collaborating extensively across the organization, the Director will develop, organize, and execute a compelling vision to ensure outstanding patient experiences and drive optimal business performance.

Responsibilities

The primary responsibility of the Director of Patient Access - Intake is to manage the programmatic and operational direction of the General Oncology Intake, Supportive Care, and Reception teams. This position reports to the Associate Vice President of Patient Access and provides direct leadership to a cross-functional team with strong partnering required across the enterprise to develop, organize, set, and execute the vision to deliver an exceptional patient experience and business performance.

• Provides strategic leadership in the creation, implementation, and ongoing management of the Fred Hutch Patient Access Center of Excellence organization, including organizational staffing models, structure, policies, standard work, and performance metrics focused on improving patient access and experience.
• Responsible for strategy, planning, organizing, directing, and coordinating all aspects of organizational work related to ambulatory appointment scheduling, referral management, access optimization, telephone services, and digital scheduling and contact methods.
• Translates plans into operational activities that produce timely, measurable outcomes aligned with the organization's mission and goals, collaborating with operating units/clinical departments for strategic alignment.
• Utilizes data analysis to drive operational performance improvement within areas of responsibility.
• Manages overall operational, budgetary, and financial responsibilities of the department, establishing relevant controls and feedback systems for monitoring operations, including financial and activity reports.
• Develops and maintains short- and long-term performance goals and objectives for the department.
• Partners with PACE leadership and Human Resources for talent recruitment, selection, hiring, and development.
• Holds leadership accountable for key performance metrics, including engagement, turnover, retention, diversity, equity in the workforce, and leadership competency.
• Creates a workplace culture consistent with the organization's mission, vision, guiding principles, and values.
• Adheres to HIPAA compliance regulations.
• Performs other assigned duties and responsibilities

Qualifications

Required:

• Bachelor's Degree or equivalent education and/or experience
• Minimum of eight years progressive experience in a comprehensive service delivery, health care, health insurance, and/or contact center setting required.
• Effective leadership and managerial abilities, including coaching and mentoring capabilities.
• Prof