Patient Services Director

DEPARTMENT: Patient Services

POSITION TYPE: Full-time

POSITION: Patient Services Director

REPORTS TO: coo

SALARY: $130,311 - $158,392

SUMMARY: As the Director of Patient Services, at West Oakland Health, you will play a pivotal role in overseeing the Patient Services department. This position involves managing the Senior Patient Services Manager and Health Information Management (HIM) Manager, ensuring the efficient coordination of registration, call center operations, insurance enrollment, and outreach efforts. The ideal candidate will possess a strong background in healthcare management, exceptional leadership skills, and a deep commitment to providing high-quality patient services.

Key Responsibilities

Personnel Management:

• Supervise and lead the Senior Patient Services Manager and HIM Manager, providing guidance, training, and support.
• Oversee recruitment, training, performance evaluations, and professional development of the patient services team.
• Foster a positive work environment and resolve conflicts among staff members promptly and professionally.
  
  

Operational Excellence:

• Analyze individual and team performance regularly, providing constructive feedback and implementing improvement strategies.
• Implement actions to ensure operational excellence, meeting and exceeding business goals, and maintaining service level agreements.
• Monitor call center productivity and new patient registration processes, ensuring accurate insurance eligibility and program enrollment information.
  
  

Collaboration And Networking

• Maintain strong relationships with county and state public programs and agencies to stay updated on changes to eligibility and enrollment programs.
• Collaborate closely with the Billing Manager to troubleshoot billing and eligibility issues, ensuring seamless patient services.
  
  

Policy, Compliance, And Reporting

• Monitor and manage reporting components of eligibility and enrollment-related grants, contracts, and MOUs, including HRSA reports, Covered California, and Medi-Cal grants.
• Serve as a subject matter expert for call center operations, insurance eligibility, entitlement programs, and enrollments, providing training and support to patient services staff.
• Enforce compliance with applicable requirements, establish, maintain, and revise policies and procedures manuals for areas of responsibility.
• Ensure compliance with organizational policies, laws, regulations, contracts, grant requirements, and collective bargaining agreements.
  
  

Quality Assurance And Patient Satisfaction

• Address patient contacts requiring managerial intervention and respond to formal patient grievances regarding eligibility and enrollment, ensuring a high level of patient satisfaction.
• Continually evaluate call center productivity and patient registration process, making improvements as necessary to enhance patient experience.
  
  

Patient Flow Management

• Monitor the efficiency and effectiveness of patient movement within the medical care system.
• Identify barriers to access care and propose resolutions to ensure a smooth patient flow between healthcare units.
• Identify performance improvement opportunities and implement appropriate actions or recommendations.
  
  

Appointment Scheduling And Patient Compliance

• Design and establish a system for scheduling primary care medical appointments, triaging same-day appointments, and promoting compliance with appointments.
• Develop strategies to remind patients of appointments and recommended schedules for preventative and early detection services.
• Provide orientation and training to staff on the appointment scheduling system, monitor its effectiveness, and recommend revisions as needed.
  
  

Special Projects

• Undertake special projects as directed by the COO, contributing to the organization's strategic objectives and initiatives.
  
  

Position Description Revisions

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with these roles. While this is intended to be an accurate reflection of the current Position, management reserves the right to revise the Position or to require that other or different tasks be performed when circumstances change. This Position description replaces all previous Position descriptions for this position.

APPLY: WEST OAKLAND HEALTH COUNCIL, INC.

700 ADELINE STREET

OAKLAND, CA 94607

BUSINESS HOURS: MONDAY- FRIDAY 8:30AM - 5:00PM

CLOSING DATE: OPEN UNTIL FILLED

Qualifications

• Bachelor's degree or equivalent combination of education and work experience, Master's degree preferred.
• Minimum of 5 years of progressive experience in healthcare management, with a focus on patient services, social services, or related fields.
• In-depth knowledge of Medi-Cal, Medicare-related benefits, My Benefits, Cal-Heers, Cal-Win application assistance, and other programs for low-income clients.
• Proven track record of successful personnel management and team leadership, including training, mentoring, and performance evaluation.
• Strong analytical, problem-solving, and decision-making skills, with the ability to think strategically and tactically.
• Excellent interpersonal, communication, and customer service skills, with the ability to build and maintain positive relationships with patients, staff, and external partners.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook) and healthcare information systems.
• Demonstrated ability to lead, motivate, and manage a team effectively, promoting a culture of service excellence and continuous improvement.
  
  

Organizational Values

Service Orientation: Demonstrates a commitment to serving internal and external customers and or patients. Consistently seeks ways to improve service delivery and communicates ideas to management as needed.

Communication: Communicates clearly, accurately, and concisely in verbal and written forms. Effectively adjusts communication to specific situations and diverse audiences to ensure information is understood. Work effectively with multi-cultural and economically diverse patients.

Teamwork: Provides meaningful contributions and actively participates in team activities. Works as part of the care team to provide evidence based care, health coaching, self-management tools and proactively addressing the needs of patients and their families.

Quality: Actively participates in identify areas for improvement and establish methods for quality improvement.

Mental And Physical Demands

• Pace of Work: High stress, very rapid, and demanding
• Concentration: Constant
• Standing and Walking Time Required: At least 20% of the time
• Sitting and typing: 60% - 70%
• Environmental and Health Hazards: Frequent exposure to communicable diseases and other conditions common to a clinic environment.
  
  

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. While performing the duties of this job the employee is regularly required to sit. The employee frequently is required to use hands and fingers to operate a computer keyboard, mouse and telephone keyboard, and talk or hear. The employee must occasionally bend, lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, and ability to adjust focus.