1.095_Implementations_Director, Patient Intake Automation Solutions
Job Purpose
The Director, Patient Intake Automation Solutions is responsible for the oversight and growth of Patient Intake Automation client portfolio and is accountable for customer satisfaction, implementations, support, and optimization of patient engagement and intake technologies. The Director, Patient Intake Automation Solutions will also lead customer-facing meetings of varying sizes and profiles, ranging from operational management to C-suite. The ideal candidate will be process-oriented, passionate about quality and consistency, and have the ability to work with all types of different personalities and bring them together to align key decisions, including but not limited to release scope, deployment timelines, resource management, design, testing/training plans, and change management.
The Director, Patient Intake Automation Solutions will lead a high-performing team of professionals while promoting a culture of innovation, accountability, and continuous improvement while defining and advocating for the product vision and strategy.
Duties & Responsibilities
Lead cross-functional governance across onboarding, implementation, revenue analytics and patient journey management to ensure seamless delivery and accountability
Collaborate with Sales to support pre-sale strategy, conduct product demos, and maintain visibility into pipeline and expansion opportunities.
Allocate resources, SME's, and software development requests to support the effective execution of implementation projects
Engage and build strong relationships with clients to facilitate transparent communication and address concerns
Identify and proactively manage risks associated with software implementation projects, implementing strategies to mitigate potential obstacles
Provide leadership and mentorship to the implementation team, fostering a collaborative and innovative work environment
Collaborate with senior leadership to define project priorities based on strategic significance and available resources
Oversee project progress, ensuring that tasks, milestones, and deadlines are met according to project plans
Review project outcomes to ensure alignment with quality standards and client expectations
Manage escalated customer concerns and issues, demonstrating a commitment to excellent customer service
Make informed decisions and recommendations to address challenges and maintain project momentum
Other duties as assigned
Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
Understand and comply with Information Security and HIPAA policies and procedures at all times
Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties
Qualifications
Bachelor’s degree in healthcare administration, Business, Implementation or a related field
Minimum of 5 years of experience in healthcare, including 4+ years in a leadership role with a focus in technology, patient access or patient experience
Self-starter with the ability to handle ambiguity, utilize robust problem-solving skills, demonstrate situational agility, and ability mange parallel efforts with a focus on diagnosing, diffusing, and resolving customer escalations
Exceptional verbal, written, and interpersonal communication skills; open to feedback and ask questions when expectations seem uncertain
Ability to work in a rapidly changing environment with the ability to own areas of support with minimal supervision
Proficiency in Microsoft Office Suite
Strong interpersonal skills, ability to communicate well at all levels of the organization
Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses
High level of integrity and dependability with a strong sense of urgency and results oriented
Gracious and welcoming personality for customer service interaction
Working Conditions
Ability to work a flexible schedule and/or outside of normal work hours to meet project deadlines
Occasional travel may be required
Must possess a smart-phone or electronic device capable of downloading applications, for multifactor authentication and security purposes.
Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
Work Environment: The noise level in the work environment is usually minimal.
Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.