Bolingbrook, Illinois
Director of Patient Advocate Job Opening in Bolingbrook, Illinois - Internal Controls
Activities directed by the Director of Patient Advocates have oversight from the Executive Level, with the Compliance Department directly involved in any decisions affecting regulatory compliance.
Essential Functions:
1. Establish and maintain a high touch, sophisticated, and cost effective Patient Advocate Center to support patient inbound and outbound contacts via phone, email, fax, website inquiry, electronic referral, or text.
2. Establish workflows and procedures to ensure Patient Advocate performance metrics meet the standards of industry leading, state of the art Contact Centers, including a service level of at least 80%.
3. Fully understands Work Force Management (WFM) and knows how to utilize it to manage the team.
4. Fully understands Quality Monitoring (QM) and how to utilize it to have a five star team.
5. Optimize and leverage technology to ensure each patient contact is handled in the most effective and efficient manner.
6. Ensure an effective training program to ensure that a five star customer experience and the ATI Way is being upheld with every call.
7. Establish quality assurance measures to support ongoing quality improvement activities. Utilize quality assurance measures to effectively address staff performance issues.
8. Utilize Contact Center data/workforce management software to ensure optimal staffing during contact center hours of operation.
9. Optimize efficiency and cost effectiveness within the Contact Center through the establishment of productivity guidelines, incentives, performance feedback, etc.
10. Achieve URAC Accreditation as a Healthcare Call Center.
11. Hire, onboard, and train all contact center managers and supervisors.
12. Oversee onboarding, training, performance management, and supervision of all patient advocate employees
13. Optimize the departmental success through leadership development, training, and succession planning within areas of oversight.
14. Maintain the ATI Culture of positive interactions, 1:1 meetings, staff huddles, and the feeling of being supported.
15. Provide reports and participates in special projects as requested by the Vice President of Intake and Customer Service and other executive leaders as appropriate.
16. Responsible for the oversight of performance management activities within areas of oversight, up to and including recommendation for termination of employment.
17. Ensure the Patient Advocate employees understand their role in maintaining compliance to HIPAA, Medicare, and other governmental regulations.
18. Develop and maintain Patient Advocate policies and procedures.
19. Ensure effective communication between Patient Advocate staff and other departments in order to optimize the patient experience.
20. Ensure the Clinical Operations management team is kept informed of significant changes in Patient Advocate procedures.
21. Participate in leadership meetings with the CBO, CIV, and Front Office leadership as appropriate for implementation of strategic initiatives.
22. Ensure the Patient Advocate Team is prepared for the onboarding of new acquisitions.
23. In conjunction with the Vice President of Intake and Customer Service, is responsible for the development of the strategic plan and organizational structure within areas of oversight.
24. Ensure the Contact Center staff upholds the ATI core values and functions in alignment with the mission statement.
25. Build and maintain confidence and credibility with all clients and employees.
26. Maintain friendly, cordial relations with all clients and employees. Maintains a positive work atmosphere by acting and communicating in a manner that results in a positive work environment.
27. Comply with ATI company policies and procedures
28. Adhere to the Core Values of the Company.
Non-Essential Functions:
1. Support company quality initiatives as determined by the Quality Committee as they relate to front office, CIV and CRI functions.
2. Assist the Quality Committee in evaluation of proposed quality projects and perform other duties as assigned by the committee Chairperson.
3. Perform other duties as assigned by management.
ATI is an Affirmative Action/Equal Opportunity Employer. We welcome job applications from qualified individuals without regard to race, color, religion, sex, national origin, age, disability, ancestry, family care status, veteran status, marital status, sexual orientation or any other lawfully protected status. Minorities, women, disabled persons, and veterans are encouraged to apply. It is the policy of ATI, as an equal opportunity employer, to attract and retain the best qualified individuals available, without regard to race/ethnicity, color, religion, national origin, gender, sexual orientation, age, disability or veteran status.
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