Director of Patient Access

DIRECTOR OF PATIENT ACCESS

About US Eye: US Eye, is a physician-led, patient-centric network of eye care practices committed to providing exceptional patient service through premium technology and unrivaled provider expertise. We are one of the nation’s leading multi-specialty physician groups providing patients with care in ophthalmology, optometry, dermatology and facial surgery. With 50 clinics and 5 surgery centers, led by 95 providers and more than 1,000 team members system wide, we deliver world class care to patients throughout Florida, the Carolinas and Virginia.

Job Summary

The Director of Patient Access is responsible for leading the US Eye contact center team in delivering an exceptional patient experience. The Director of Patient Access provides hands-on leadership to the team, and continually optimizes resources to meet response times, quality of care and benchmarks for patient satisfaction. This dynamic and energetic leader creates a culture of patient-centric care and service excellence, instilling and cultivating it in our team.

Essential Job Functions

• Oversees the delivery of exceptional patient care, providing positive coaching and performance management to team members.
• Continually evaluates and assesses our response times to patients, recommending immediate solutions to optimize the patient experience.
• Collaborates with the leadership to foster a high level of patient care, providing continual feedback, and in the moment training opportunities to the team.
• Hire, train, and supervise a patient access team supporting high levels of critical thinking, decision-making and patient-centric care.
• Develop and refine patient communication scripts and engagement protocols.
• Oversees the management and utilization of clinic scheduling templates, working with clinic leadership to ensure that schedules are appropriately filled and optimized.
• Develops benchmarks and metrics for measuring quality and quantity of call center management.
• Creates a fun, high-performance, and positive team culture, develops motivating reward systems for the team.
• Acts a liaison between the patient access center and the operational leaders in each market.
• Supports the surgical referral process, ensuring referrals are handled timely with clear accountability and tracking.
  
  
  

Competencies

• Experience directing remote and onsite teams to high levels of team work, and exceptional customer service that supports high standards of patient care.
• Ability to translate observation to a thorough understanding of the patient journey through the practice.
• Committed and motivated to learn ophthalmic terminology to enhance communication throughout the practice.
• Ability to accurately follow oral and written instructions.
• Strong oral communication skills. Communicates clearly, professionally and with a high level of self awareness to patients and coworkers.
• Ability to support team in conflict resolution when dealing with the public.
• Capable of maintaining high degree of confidentiality that meets all HIPAA requirements.
• Strong time management skills.
  
  
  

Education And Experience

• A minimum of four years experience in leading high functioning contact center teams, including experience leading remote teams.
• Technology savvy, with competency in Office Suite and ability to learn software applications as required.
• Strong analytical and reporting skills.
• Deep understanding of the customer service and service recovery.
• Previous call center management on a national level preferred.
• Bachelor’s degree preferred
• Previous work in healthcare settings preferred
  
  
  

POSITION TYPE AND EXPECTED HOURS OF WORK:

• This is a full-time exempt position.
• This position requires a combination of on-site and remote work.
• Candidates located in the Eastern time zone are invited to apply.
  
  
  

Physical Demands

• Occasional walking, standing, and sitting. May include bending.
• Use hands to handle or feel objects, reach with hands and arms
• Verbal communication and ability to hear
• Lift moderately heavy objects (up to 25 pounds)
• Use of close, distance and peripheral vision
  
  
  

Benefits

401(K) Company Match

Medical and Dental Insurance

Vision Benefits

Flexible Spending Accounts

Pet Insurance

Disability Insurance

Life Insurance

Continuing Education

Paid Time Off

US Eye 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.