Director of Patient Access

COMPANY DESCRIPTION
Borland Groover is one of Florida’s leading gastroenterology providers. Founded in 1947, our mission is to provide exceptional care and improve the lives of our patients. We value ourselves on delivering quality care (quality), doing the right thing (accountability), caring for our patients (compassion), and taking care of our employees (collaboration). If you love the vision of Borland Groover, and find your values aligning with ours, apply to join our team!

POSITION SUMMARY
The Director of Patient Access at Borland Groover is responsible for the management and daily operations of Patient Access in coordination with the Chief Operations Officer, Clinic. The Director of Patient Access defines strategy, policy, compliance assurance for patient scheduling, registration, financial counseling, portal registration, calls to offices and insurance verification.

ESSENTIAL JOB FUNCTIONS:
Oversee all Patient Service and Support Service teams.
Patient Experience
Promote exceptional customer service standards.
Address escalated patient complaints and service issues.
Improve patient satisfaction metrics and access to care.
Revenue Cycle Management
Ensure accurate demographic and insurance data collection.
Reduce claim denials related to registration or authorization errors.
Monitor point-of-service collections and financial clearance processes.
Collaborate with billing, coding, and finance departments to maximize reimbursement.
Analytics & Reporting
Track operational and financial metrics such as:
Registration accuracy
Denial rates
Wait times
Authorization turnaround
Patient satisfaction scores
Prepare reports for executive leadership.
Use data to drive process improvement initiatives.
Leadership & Management
Ensure appropriate staffing throughout the department to meet the needs of the patients, focusing on answering patient calls in a timely manner.
Continually review staff assignments and adjusts as needed to make sure timely completion of departmental tasks.
Evaluate, coach, and develop team members implementing corrective action measures when warranted.
Provide professional, thorough, and timely communication interdepartmentally to facilitate and promote patient care.
Understand system functionality sufficiently to evaluate how end-users use the system.
Use tools and technology to harness metrics to measure team performance with an eye to continually improve.
Contract with and manage outsourced resources as needed to support the workload of the department.
Work with internal and external customers to confirm needs and expectations are met and exceeded.
Facilitate a collaborative, positive, productive, and harmonious work environment.
Regularly review and update departmental policies and protocols, making certain information is disseminated in a timely manner.
ADDITIONAL RESPONSIBILITIES:
Perform other related duties as assigned.
COMPETENCIES:
Culture – Proven track record for building successful teams and creating a positive workplace culture.
Communication - Exhibits exceptional listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Select and use appropriate communication methods.
Conflict Management - Helps others through emotional or tense situations tactfully by defining solutions that all involved parties can endorse.
Planning and Organization – Manages change management effectively. Prioritizes and plans for work activities. Sets goals and objectives. Uses time efficiently and has a high operational tempo. Works in an organized manner.
Analytical and Critical Thinking - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
Customer Service – The ability to meet or exceed customer service needs and expectations and provide excellent service in a direct or indirect manner. Ability to effectively transmit and interpret information through appropriate communication with internal and external customers.
Leadership - The ability to inspire and guide individuals and groups towards a meaningful vision of excellence, and to bring out the best in others.
People Management - Provides clear expectations. Reviews progress. Provides feedback and guidance while holding team members accountable.
QUALIFICATIONS:
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 accommodation may be made to enable individuals with disabilities to perform the essential functions.
Able to prioritize workload to optimize efficiency and meet deadlines.
Ability to communicate effectively.
Ability to obtain information accurately.
Excellent data entry skills.
Professional and pleasant telephone etiquette.
Fluency in English is required (Spanish is a plus).
Ability to work in a fast-paced, busy environment.
Proficiency in Microsoft Office applications (Word, Excel, etc.)
EDUCATION AND EXPERIENCE
A bachelor’s degree from an accredited university is required.
Master’s degree preferred.
REQUIRED: Five (5) years of healthcare management experience, supervising a team of at least 20+ direct and indirect reports in a call center or revenue cycle department.
GI experience preferred.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
Prolonged Sitting at Work Station: essential
Moderate lifting (15-20 lbs.): marginal
Walking: essential
Pushing/Pulling: marginal
Standing: essential
Repetitive motion: marginal
Reaching: marginal
Bending: marginal
Emotional Demands
Fast pace: essential
Multiple Stimuli: essential
Intense customer interaction: essential
Frequent change: essential
Mental/Sensory Demands
Memory: essential
Reasoning: essential
Hearing: essential
Reading: essential
Analyzing: essential
Logic: essential
Verbal communication: essential
Written communication: essential
BENEFITS (FULL-TIME ONLY)
Health Insurance
Dental Insurance
Vision Insurance
401K Retirement Plan
Life Insurance
Short- and Long-term disability
Profit Sharing
Supplemental Insurance
Education and Tuition Reimbursement funding
Initial Uniform Allowance
Employee Assistance Program (EAP)
Paid Time Off (PTO)
Volunteer Time Off (VTO)
Paid Holidays
IMPORTANT NOTE
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhausted list of duties, responsibilities, and skills. Borland Groover is an equal opportunity employer, and all qualified applicants will receive consideration for employment 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. We thank all applicants for their interest, however only those selected for an interview will be contacted.