Job Description
Entity: Owensboro Health Medical Group | Department: Administration Support | Work Hours: Exempt | Weekend Requirements: As Needed | 1.0 FTE
Job Summary: Plans, develops, administers, and coordinates all Patient Access staff and services including a centralized contact center to ensure efficient daily operations and staff compliance with all established policies and procedures. Directs the organizational and administrative operations of the Scheduling, Registration, Access, and Scheduling Call Center.
As a Director at Owensboro Health, you provide operational and strategic oversight for designated departments or service areas. You champion our Safety Culture and foster continuous improvement, Target Zero performance, and promote a just culture. You translate organizational goals into actionable plans, lead multidisciplinary teams, and ensure high standards of safety, quality, and efficiency. You are accountable for resource stewardship and regulatory compliance.
Job Responsibilities: - Establishes and enforces standardized scheduling protocols and customer service standards to support Owensboro Health and OHMG strategic objectives, ensuring patient access and ease of appointment scheduling.
- Oversees compliance with provider scheduling templates and related protocols.
- Develops and delivers training programs for staff responsible for scheduling and customer service.
- Designs and implements auditing systems to monitor compliance and performance in Access, Call Center, and registration processes.
- Ensures adherence to federal, state, and local regulations, Owensboro Health and OHMG policies, and HIPAA requirements.
- Monitors quality control for document imaging, tracks error rates, and initiates corrective actions and training to improve accuracy.
- Manages point-of-service cash collections and co-pay processing.
- Oversees accuracy of referrals, pre-authorizations, and insurance verification procedures.
- Patient Experience and Satisfaction
- Investigates and resolves patient complaints, including incident reports, and facilitates communication with patients and families.
- Develops systems for collecting, analyzing, and reporting patient satisfaction data; publishes monthly reports.
- Plans and monitors staffing activities, including hiring, orientation, evaluation, corrective actions, and continuing education.
- Assists with departmental budgeting and ensures operations remain within allocated funding.
- Coordinates internal and external audits.
- Maintains understanding of Medicare/Medicaid and Joint Commission guidelines related to registration and admitting.
Leadership Responsibilities: - Vision and Strategy - Articulates a clear vision for the team, aligning goals with departmental strategy, and developing plans to achieve them.
- Performance Management - Accountable for the performance and results of multiple related teams or accountable for an initiative of an operational function. Applies knowledge of key business drivers and the factors that maximize departmental performance.
- Team Building and Development - Builds and fosters a positive team culture, identifying individual strengths and providing opportunities for growth. Develop departmental plans, to address department and organizational priorities.
- Resource Management - Effectively allocates resources, manages budgets, and optimizes team productivity.
- Decision Making - Identifies and solves complex, operational and organizational problems leveraging the appropriate resources within or outside the department.
- Communication - Clearly communicates goals, expectations, and updates the team using active listening and promoting open communication channels.
- Conflict Resolution - Identifies and addresses conflicts within the team, facilitating constructive dialogue, and finding solutions to disagreements.
- Change Management - Involved in implementing organizational change initiatives. Able to effectively manage resistance, communicate change effectively, and foster a culture of adaptability within their teams.
- Leadership Development - Actively engages in the Leadership Development Program by enrolling in the program within the first 6 months of employment and completing the program within the first 2 years of employment.
- Workforce Safety Statement - Prioritizes the physical and psychological safety of the workforce as a foundational element of high-reliability care. Ensure goals are established with effective monitoring and reporting to improve workforce safety and wellbeing. Promotes safe staffing, supports resilience, and ensures that every team member has the tools, training, and environment needed to perform at their best.
Skills and Attributes: - Strategic thinking
- Decisive decision making
- Technical expertise
- Change management
- Leadership, team building and delegation
- Excellent communication skills
- Influencing and persuasion
Position Requirements: Work Experience - A minimum of 5 years' relevant experience required, as determined by the organization.
Education - Bachelor's degree or higher in Business Administration, or a related field as determined by the organization required upon hire
Additional Education Information - A combination of education, training and experience may be considered in lieu of a degree.
Licensure/Certification/Registration - No licensure/certification/registration required
Organizational Responsibilities: - Supports Owensboro Health's Mission, Vision, Core Commitments, and business interests. Adheres to all organizational policies and procedures. Executes all tasks and behaves in a manner consistent with a culture of compliance, safety and high reliability organization.
Additional Job Information: - This job description describes the general nature and level of work required by the position. It is not intended to be an all-inclusive list of qualifications, skills, duties, responsibilities or working conditions of the job. Specific duties and responsibilities consistent with the general nature and level of work described may vary by department and additional related duties may be assigned as needed. Some duties listed may not apply to all employees with this job description.
- The job description is subject to change with or without notice, and Management reserves the right to add, modify or remove any qualification or duty. Nothing in this job description changes the existing at-will employment relationship between the Organization and the employee occupying the position.
Standard ADA Settings: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands: (Office Environment) Standing: 75%
Walking: 75%
Sitting: 50%
Lifting 0-25 lbs: 25%
Lifting 25-75 lbs: 25%
Lifting over 75 lbs: 25%
Carrying 0-25 lbs: 25%
Carrying 25-75 lbs: 25%
Carrying over 75 lbs: 25%
Pushing/Pulling 0-25 lbs: 75%
Pushing/Pulling 25-75 lbs: 50%
Pushing/Pulling over 75 lbs: 50%
Climbing: 50%
Bending/Stooping: 75%
Kneeling: 50%
Crouching/Crawling: 50%
Reaching: 75%
Speaking: 75%
Hearing: 75%
Repetitive Foot/Leg Movements: 25%
Repetitive Hand/Arm Movements: 75%
Keyboard Data Entry: 75%
Running: 25%
Vision: Depth Perception: 75%
Vision: Distinguish Color: 75%
Vision: Seeing Far: 75%
Vision: Seeing Near: 75%
Hazardous Drug Risk Exposure: No Risk
Owensboro Health Core Commitments INTEGRITY - We conduct ourselves with a high level of responsibility, reliability and honesty because we take seriously the trust of our patients and coworkers.
RESPECT - We value and accept the unique talents and contributions of every patient, customer and team member in the Owensboro Health community.
TEAMWORK - We build a spirit of connectivity and fellowship by striving together to overcome obstacles, surpass goals, celebrate accomplishments and plan the future.
INNOVATION - We foster original ideas and creative solutions that improve our daily work and promote the mission of Owensboro Health.
SERVICE - We focus on service to patients, customers and team members by anticipating their needs, thoughtfully meeting those needs and continually improving the quality of everything we do.
EXCELLENCE - We reach beyond basic expectations to expand our knowledge and awareness, produce exceptional work and provide outstanding service.
Job Tags
Work experience placement, Work at office, Local area, Weekend work,