Patient Access Center Operations Director

Hi. We’re Hummingbird.

We’re elevating patient access so patients can get healthcare how, when, and where they need it.  We partner with healthcare systems to transform how patients access care, enabling their providers to focus on what matters most – caring for patients. By managing patient access as a technology-enabled service, we help health systems stabilize costs and improve patient experience while creating good jobs that attract and retain talent in the industry.  Our team of experts is obsessed with the connection between the people, processes, and technology that make healthcare organizations hum. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.

Summary

As the Patient Access Center Operations Director at Hummingbird, you will ensure superior customer service and client satisfaction for a single high-profile customer. This role requires strategic leadership, financial oversight, and a deep understanding of contact center operations and outpatient clinic workflows. You will collaborate with providers, senior leadership, and cross-functional teams to align patient access strategies with organizational goals. Your responsibilities include implementing innovative technology solutions, managing financial performance, and fostering a culture of trust and transparency. You will lead client success programs and champion Hummingbird's business strategies to drive growth and enhance patient access processes.

Responsibilities

Employment Eligibility: Candidates must be legally authorized to work in the United States without sponsorship.

Compensation: Starting at $130,000 - $159,250 less statutory deductions.

FLSA Status: Exempt.

Working Hours: Central Time / Mountain Time.

Work Location: This position is remote. You must work from a location within the United States with consistent internet service.

On Call: Required to participate in escalations.

Travel: 25%-35% for client visits, training, and company events.

Benefits Eligible: Yes.

People Manager: Yes.

Department Leadership and Strategy

• Implement and manage Hummingbird business strategies, such as The Good Jobs Strategy.

• Instill a culture of trust and transparency to achieve performance goals across contact center operations.

• Design and implement strategic plans for the patient access center aligned with the organization’s goals and client needs.

• Collaborate with providers and senior leadership to align patient access strategies with overall organizational objectives.

• Using operational workflow knowledge and experience, balance and support agent teams across appointment services, nurse triage, referrals, and prior authorizations.

• Implement customer experience initiatives that increase value for customers.

• Partner with Support Services leads to coordinate training, quality audits, and other operational support activities daily into agent teams.

Financial Stewardship

• Manage financial targets and apply contact center operational tactics to achieve performance goals.

• Analyze financial status and implement cost-saving measures without negatively impacting quality.

• Prepare and present financial performance reports to senior leadership and the client.

• Define key operational metrics and establish systems for tracking metrics that define service level expectations.

• Work to deliver measurable impact on customer satisfaction scores, mitigate risk, and serve as point of escalation on emergent issues.

Customer Service Excellence

• Monitor access center service level dashboards throughout the business day, and use data to identify trends, issues, and possible solutions.

• Deliver service level agreement targets.

• Ensure superior customer service to all stakeholders, including patients, providers, and clinic staff.

• Maintain a consistent customer experience across multiple channels.

• Develop a customer experience program that outlines the processes for delivering, measuring, and improving the customer service experience and ensure higher product adoption.

• Work closely with marketing, product development, and sales to drive the customer road map.

Process Optimization and Strategy

• Partner with the PAaaS Improve team to innovate and implement new process and technology solutions.

• Drive maximum efficiency, effectiveness, and adaptability to changing market conditions.

• Develop and implement strategies to improve operational team performance.

• Utilize data and analytics to drive continuous improvement in patient access processes.

• Stay abreast of industry trends and emerging technologies to maintain a competitive edge.

Client Success

• Ensure superior customer service across the single Operate customer.

• Foster client satisfaction and long-term relationships.

• Oversee client success programs to ensure positive experiences and build a long-term competitive advantage, retain loyal customers, and expand revenue.

• Collaborate and unite leadership to create strategies for the organization that encourages a culture of customer success and positive customer experience.

• Act as champion and driver of the organization's culture and values.

Team Leadership

• Lead your team to meet department and organizational goals.

• Engage your team through 1-1s, team meetings, feedback, recognition, and clear communication.

• Provide guidance and coaching to help team members embrace growth, develop new skills, and meet their personal and professional goals.

• Perform management tasks including resource allocation, performance reviews, conflict resolution, and personnel management.

Required & Desired Skills

Required Skills and Experience

• Proven leadership experience in patient access operations, referral and prior authorization management, or healthcare contact center experience.

• Strong strategic planning and implementation skills. 

• Excellent financial management and analytical skills. 

• Superior customer service and client relationship management skills. 

• Proficiency in leveraging technology to enhance processes and operations. 

• Exceptional communication and collaboration abilities. 

Desired Skills and Experience

• Proven experience in working with Epic, including developing and optimizing workflows to enhance operational efficiency and patient care.

• Familiarity with Hummingbird business strategies such as The Good Jobs Strategy. 

• Advanced problem-solving and decision-making skills. 

• Knowledge of integrating IT systems within operational processes. 

• Experience in developing and managing customer experience programs. 

The Hummingbird Approach
We value a team that brings diverse perspectives and experiences to the work we do. While there are many ways to do this, people who are successful at Hummingbird:

• Lead with Respect by valuing kindness and working to actively foster an environment of inclusion and respect.
• Embrace Growth and seek out learning and growth for themselves and support those around them in their growth journey. They bring curiosity and an openness to innovation to all their interactions.
• Bring a Win Together mentality by approaching conflict directly, listening carefully, and seeking to understand. They problem-solve with the goal of finding successes, not trade-offs, for all involved.

Equal Opportunity Statement
Hummingbird Healthcare is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce. 

Our mission is to provide a fair and inclusive recruitment process for everyone, and reasonable accommodations are available to any applicant who may need them.  Please reach out to talent@hummingbird.healthcare to request accommodations and we’d be happy to chat.
 

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