Fair Haven Community Health Care FHCHC is a forward-thinking, dynamic, and exciting community health center that provides care for multiple generations at nearly 140,000 office visits in 19 locations.Overseen by a Board of Directors, the majority of whom are patients themselves, we are proud to offer a wide range of primary and specialty care services, as well as evidence-based patient programs to educate patients in healthy lifestyle choices. As we grow and are able to bring high-quality health care to more areas that need access, we continue to put our patients first in everything we do. The mission of FHCHC is “To improve the health and social well-being of the communities we serve through equitable, high quality, patient-centered care that is culturally responsive.” For over 50 years, we have been a health care leader in our community focused on providing excellent, affordable primary care to all patients, regardless of insurance status or ability to pay. Fair Haven is proud to have a diverse and motivated team of professionals who are constantly seeking ways to enhance and improve the health and well-being of all patients. We believe that everyone should have access to high-quality medical and dental care, regardless of ability to pay. Job purpose We are seeking a dynamic and experienced Director of Medical Operations with a focus on leading patient access areas within our healthcare organization. The Director of Medical Operations will be responsible for overseeing and optimizing all aspects of patient access to the medical service line and ensuring operational efficiency and accuracy while increasing productivity across all sites delivering primary medical care. Duties and responsibilities Reporting to the Senior Director of Clinical Operations, the Director of Medical Operations will lead and implement strategic direction for all medical patient access areas. Typical duties include but are not limited to:
Develop and implement policies, procedures, and protocols to optimize workflows and enhance patient experience and medical operations.
Oversee the performance management of patient access staff, ensuring alignment with organizational goals and objectives.
Develop site-based goals for productivity, efficiency, and patient satisfaction utilizing metrics and performance metrics. Work in partnership with nursing and clinical leadership to ensure patient access policies are delivered in a manner that is fair, equitable, and attuned to patient needs
Collaborate with site and nursing leadership to refine clinical schedules to optimize efficiency, patient experience, and staff experience
Develop and maintain comprehensive template management reports to provide insight and recommendations to increase productivity organizationally.
Develop and maintain strong relationships between clinical and administrative teams to ensure seamless coordination and communication across departments.
Implement technologically sound solutions as an Epic Super User to enhance processes, improve communication, and increase efficiency.
Ensure compliance with all relevant regulations, standards, and guidelines related to patient access, privacy, and data security (e.g., HIPAA, HRSA, JCO).
Serve as a resource and mentor for direct reports and their staff, providing guidance and support to foster a culture of excellence and continuous improvement.
Stay informed about industry trends, best practices, and innovations in patient access management and workflow optimization.
Participates in additional special projects as requested
Qualifications
Bachelor's degree and five years of progressive leadership experience in healthcare operations, with a focus on patient access management is required. A suitable combination of education and experience may be considered.
The successful candidate will have:
Demonstrated skills in implementing process improvements to enhance access and streamline workflows.
Excellent analytical skills, with the ability to analyze data, identify trends, and develop actionable insights.
Proficiency in healthcare information systems and technology platforms. Epic experience highly preferred.
Knowledge of regulatory requirements and compliance standards related to patient access.
Excellent interpersonal, communication, and collaboration skills with a commitment to FHCHC’s vision, mission, and values.
Direct Reports
Step One
Medical Scheduling Templators
Referrals
Front Desk Supervisor
Step Two (6 months)
Call Center Supervisor
OSHA Status
Category III—Low Risk Position
Generally works in an office environment with no exposure to bloodborne pathogens
Physical requirements
Physical Demands: Requires walking, bending, sitting, standing, writing, reading, telephone use, data input into computer, pulling medical records, Mental Demands: Ability to cope with continual changing priorities under potentially stressful condition,Manual Dexterity Required: Ability to use a keyboard, telephone.
American with Disabilities Requirements
External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.
Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
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