Director of Patient Access

Description
University of Colorado | CU Anschutz Medical Campus

School of Medicine - Dean’s Office, Clinical Affairs and Community Practice Division

Official Title: Health Care Director

Working Title: Director of Patient Access

Position #00796128 – Requisition #25845

* Applications are accepted electronically ONLY at www.cu.edu/cu-careers *

The University of Colorado has a requirement for COVID-19 vaccinations and full completion thereof by 9/1/21 or upon start date.  Information regarding this requirement, and exemptions can be found at:

Anschutz: https://www.ucdenver.edu/docs/librariesprovider284/default-document-library/3000-general-admission/3012---covid-19-vaccination-requirement-and-compliance.pdf?sfvrsn=4e9df3ba_2

Denver: https://www.ucdenver.edu/coronavirus

Exemptions vary by campus location/department.

Campus/Unit-Specific Exemptions:

    Anschutz Campus – Accommodations may be granted for medical or religious reasons.Denver Campus - Exemptions are allowed for medical, religious, or personal reasons.Consolidated/Central Services Administration – Accommodations may be granted for medical or religious reasons.
The University of Colorado Denver seeks individuals with demonstrated commitment to creating an inclusive learning and working environment. We value the ability to engage effectively with students, faculty and staff of diverse backgrounds.

The School of Medicine - Dean’s Office, Community Practice Division has an opening for a full-time University Staff (unclassified) Director of Patient Access position.

The University of Colorado Anschutz Medical Campus is a world-class medical destination at the forefront of transformative science, medicine, education and patient care. The campus encompasses the University of Colorado health professional schools, more than 60 centers and institutes, and two nationally ranked independent hospitals - UCHealth University of Colorado Hospital and Children's Hospital Colorado - that treat more than two million adult and pediatric patients each year. Innovative, interconnected and highly collaborative, the University of Colorado Anschutz Medical Campus delivers life-changing treatments, patient care and professional training and conducts world-renowned research fueled by over $650 million in research grants. For more information, visit www.cuanschutz.edu.

Position Summary:

The Director of Patient Access will lead the University of Colorado (CU) School of Medicine (SOM) efforts in transforming Patient Access to create a consistent, convenient, and frictionless patient experience. This position reports to the Senior Associate Dean for Clinical Affairs, with a dotted line to the Associate Dean/Vice President for Community Practices and is responsible for developing and implementing an enterprise-wide access strategy to enable a top-notch experience for patients. The initial focus as demonstrated in the draft Patient Access Council attached will be on the adult health practice. The Director is accountable for providing direction and leadership to achieve ongoing operational quality, productivity, and efficiency in patient access in both Hospital Outpatient Department (HOPD) and Community Practice settings. Areas to include but not limited to, schedule/template optimization for providers and procedures, workflow development and optimization for patient appointment scheduling, digital access, patient registration, patient placement, referral management, prior authorization management, and response times to patient inquiries. The Director is also responsible for creating and applying enterprise-wide standards in collaboration with the Patient Access Council, designated physician and department leadership, CU Leadership, and other system partners, such as UCHealth & CHCO. This position has ongoing oversight and accountability for patient access operations across the CU SOM clinical enterprise and will implement access initiatives in collaboration with multiple stakeholders, including Epic IT, Marketing and Finance.

Position Responsibilities & Essential Duties:

The Director is responsible for guiding the development and implementation of philosophy and objectives congruent with the mission and plans of CU SOM. The Director must remain current in trends, major advances, and business strategies related to patient access and healthcare.

    In collaboration with CU Leadership, creates and supports patient access experience vision and patient access strategy development across multiple channels and platforms.In collaboration with CU Leadership and CU Partners, creates and implements system-wide access metrics and targets.Responsible for providing direction and leadership to achieve ongoing operational, quality, productivity, and efficiency with patient access across CU SOM clinical entities. Responsible for planning, directing, and overseeing the CU performance of these functional areas.Oversees the development of effective CU Patient Access strategies, policies and procedures; actively participates in the development of system initiatives.Provides strategic vision and direction to effectively manage industry shifts, regulatory changes, and rising cost pressures affecting CU patient access.Collaborates in and maintains proper oversight of improvement initiatives, access processes, and scheduling guidelines developed with CU Partners, while upholding CU SOM initiatives and specialty best practices.
  • Provides ongoing leadership, development, and oversight of the Access department with multiple individuals (>40).  This leadership role will include growth and development of multiple areas, including access analytics and quality assurance, Epic templating and decision tree management, and patient referrals and scheduling workflow development and management for the CUSOM enterprise. 
  • Oversees the development and implementation of efficient and effective operational policies, processes and performance monitoring across all functions of the CU patient access initiatives.Creates and maintains a data-driven performance management culture and promotes transparency with all stakeholders. Drives accountability.Works in close partnership with Access Data Analyst to develop, implement, maintain, and monitor a multifaceted access dashboard for each clinical department, location, and provider. Holds key partnerships with Patient Line leadership and works to develop or modify workflows to optimize patient experience and ensuring that patient is scheduled with the appropriate provider. Is an active partner in identifying and implementing improvement opportunities and in partnership with Dean’s Office, Patient Access Council, physicians, and departmental leadership.While upholding CU mission and plan, partners across the organization to align access initiatives with system growth initiatives and strategies.Seeks ways to control costs without compromising the quality of services delivered.Collaborates in the vision and participates in the implementation of all access-related marketing and communications in collaboration with marketing teams.  Develops and manages marketing budget.Validates access performance results and messaging for the Patient Access Council and other Executive Teams; participates in and has CU SOM oversight in the development of presentation materials for the Patient Access Council, Executive Teams and other system stakeholders.Maintains knowledge of The Joint Commission and state/federal regulations, laws and guidelines impacting patient access. Guides and develops effective internal controls that promote adherence to applicable state/federal laws, and the program requirements of accreditation agencies and federal, state and private health plans.Supports the Dean’s Office and other CU stakeholders to provide recommendations and standards around network sufficiency, telephony, point-of-service scheduling, digital and in-person access, access coordination management, patient registration, patient placement, clinic response times, prior authorizations, and external/internal referral management.Demonstrates leadership and commitment to Dean’s Office, Patient Access Council, physicians, department leadership and system colleagues by accepting accountability for outcomes, sharing timely information, building effective relationships and communicating clearly and directly.Demonstrates commitment and accountability for the human resource operations of the Access team.  This includes development and oversight of job descriptions, departmental policies, procedures and protocols; the hiring, development, training, promotion, retention, and termination of employees; the annual performance management process; payroll management of Access department staff.
Financial Authority:

    Collaborates with the Dean’s Office, Patient Access Council, Department Financial & Division Administrators, Division Chiefs, and other CU Leadership for patient access initiatives impacting departmental financial management and accounting. Responsible and accountable for the analysis of Access fiscal matters. Oversight, management, and approval of budgets, equipment, supplies, building operations, and employee payroll of the Access department.
Other Duties:

    Complex project management.Data collection, evaluation, management and analysis.Analyze and select appropriate data and analytics to present to multiple stakeholders in various audience settings. Create and deliver presentations to appropriate stakeholders.
This description is a summary only and is describing the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business need. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority.

Minimum Education:

    Required:  Bachelor’s Degree in Business, Healthcare Administration, Nursing, or other Clinical specialties.Preferred:  Master’s Degree in Business, Healthcare Administration, Nursing, or other Clinical specialties.
Minimum Experience:

    Required: 10+ years of professionally and functionally relevant experience, including a minimum 7 years of demonstrated management experience, in addition to:Management of budgets, supplies, equipment.Strong organizational and communication skills.MS Office:  Excel, Power Point, Word, Outlook.Electronic Medical Record (EMR).
Preferred: Experience in use of registry data and quality systems.Bilingual, Spanish-speaking.Experience with EPIC.Experience with MyBI.Experience with RL Solutions™ or similar electronic event reporting system.Experience with Cisco telephony and reporting systems. Knowledge, Skills, and Abilities:

  • Extensive experience coordinating and implementing initiatives with, physician teams, and other stakeholders across large, complex healthcare systems.
  • Knowledge of cross-channel customer service operations, customer experience expectations, and value drivers.
  • Ability to analyze, interpret, and connect incongruent pieces of data to derive insights and generate ideas for improvement with patient access and service experiences.
  • Skilled at infusing and inspiring innovation and continuous improvement across multiple entities.
  • Understands current and emerging trends, technologies, disruptions, and best practices in patient access and cross-industry patient experience.
  • Experience in in transforming organizations with a record of delivering excellent results in a complex organization with multiple stakeholders.
  • Experience in working effectively with physicians and senior management to impact and influence decision making.
  • Strong organizational, leadership, customer relations, and ability to prioritize, multi-task and delegate for effective communication with patients, physicians, public, staff and administration.
  • Ability to effectively communicate at all levels, to include physicians, leadership, and staff within the various affiliate organizations (UCH, Children’s Colorado, CU Medicine, CU SOM).
  • Ability to deal calmly and courteously with people, as well as work well under pressure in stressful situations.
  • Ability to maintain confidentiality, in addition to negotiating, persuading, and establishing direction.
  • Ability to plan, coordinate, and develop multiple projects.
Personal Relationships:

    Skilled job requiring high level of adaptability and interpersonal skills.Ability to demonstrate leadership at all levels in establishing and achieving goals.Ability to negotiate and resolve conflict.Ability to foster and implement team-building strategies.Willingness to implement, embrace and manage change effectively.
Internal Contacts:

    Within Department
  • Cross-departmental
  • Physicians
  • APPs
  • Students
  • Management
  • Faculty
  • Patient Access Council
  • Risk Management
  • Quality Leadership
  • Marketing
  • Business Office
External Contacts:

    Patients
  • Families
  • Vendors
  • Insurance Companies
  • Regulatory Agencies
  • Visitors
  • Other healthcare agencies
  • Other committees
Physical Requirements & Working Conditions:

Frequency:

  • N= Not at all
  • R= Rarely:  Less than once an hour
  • O= Occasional:  1-4 times/hour or up to 1/3 of the shift
  • F= Frequent:  5-12 times/hour or up to 2/3 of the shift
  • C= Constant:  More than 2/3 of the shift 
Constant - Communiate, Ability to adjust focus, Talk, Hear, Close vision (20'' or less), Distance Vision (20'+), Peripheral vision, Depth perception

Frequent - Stand, Walk, Sit, Use of hands

Occasional - Walk on uneven and/or slippery surfaces, Lifting up to 10 lbs, Work in a loud envirmonment

Rare - Forceful grip w/hands, Reach w/arms, Lift up to 25 lbs, 50 lbs, Push or pull with hand/arms, Lift hands above head, Climb or balance, Stoop, kneel, crouch, crawl, bend, Climb stairs, Awkward postures 

Not at all - Work in outdoor weather conditions 

  •  Position requires the ability to work in multiples spaces (on and off site)
Salary and Benefits:

The salary range (or hiring range) for this position has been established at $109,073 to $138,741.

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The above salary rate represents the University’s good faith and reasonable estimate of the rate at the time of posting.

This position is not eligible for overtime compensation.

Your total compensation goes beyond the number on your paycheck. The University of Colorado provides generous leave, health plans and retirement contributions that add to your bottom line.

Benefits: https://www.cu.edu/employee-services/benefits

Total Compensation Calculator: http://www.cu.edu/node/153125

Diversity and Equity:

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at [email protected].

The University of Colorado Denver | Anschutz Medical Campus is committed to recruiting and supporting a diverse student body, faculty and administrative staff. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities and all veterans. The University of Colorado is committed to diversity and equality in education and employment.

The University of Colorado Denver | Anschutz Medical Campus is dedicated to ensuring a safe and secure environment for our faculty, staff, students and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees.



Job Category: Health Care
Primary Location: Aurora
Schedule: Full-time
Posting Date: May 4, 2022
Unposting Date: Ongoing

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