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RN
Hybrid Director of Patient Services
Posted last month
About the role
- Director of Patient Services overseeing healthcare operations across multiple locations for IVIRMA North America. Leading workflow improvements and team collaboration in patient services operations.
Responsibilities
- National Workflow Leadership & Standardization
- Define, maintain, and improve national Patient Services and front desk workflows
- Establish protocols for scheduling, check-in/out, insurance processes, reconciliation, and all PS touchpoints
- Ensure workflows support regulatory compliance and patient experience goals
- Design and lead national onboarding cohorts for PS/front desk hires
- Maintain standardized training curriculum and competency validation
- Partner with HR and education teams to ensure seamless integration into site-level training
- Serve as national owner of reconciliation and post processes
- Collaborate with CBO to resolve workflow issues and prevent errors
- Implement audit mechanisms and corrective action plans
- Work with engineering/EMR teams on system updates and validation
- Monitor system build impacts and escalate misalignments
- Monitor performance of consultants (ie. Accenture) to ensure system configuration aligns with approved workflows
- Own all workflow communication, updates, and governance
- Create clear and timely communication frameworks for clinics
- Lead organizational change management for PS workflows
- Provide workflow support to clinic managers and frontline teams
- Lead root-cause analysis and remediation for workflow issues
- Promote accountability and continuous improvement
- Partner with Regional Directors, operations, CBO, Accenture and/or other contractors, and clinical leaders
- Represent Patient Services in strategic initiatives
- Support policy formation, planning, and system-level decision making
- Define KPIs, audit tools, and scorecards for PS teams
- Support staffing models, resource allocation, and retention strategies
- Foster a culture of coaching and high performance
- Partner on annual PS budget planning and resource allocation
- Monitor reconciliation quality and workflow-driven financial outcomes
Requirements
- Bachelor’s required; Master’s preferred
- 5–7 years of progressive leadership in healthcare operations or patient access experience
- Experience in multi-site healthcare operations and workflow leadership
- Strong communication, organizational, and analytical skills
- Computer proficiency required
- Knowledge of Microsoft Office, Excel, PowerPoint and LMS systems required
- Electronic Medical Records (EMR) experience
- Exceptional verbal and written communication skills
- Meticulous organizational skills and attention to detail
- Solid work ethic and ability to work both independently and as part of a team
- Superior time-management and critical-thinking skills
Benefits
- Medical, Dental, Vision Insurance Options
- Retirement 401K Plan
- Paid Time Off & Paid Holidays
- Company Paid: Life Insurance & Long-Term Disability & AD&D
- Flexible Spending Accounts
- Employee Assistance Program
- Tuition Reimbursement
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