About US Eye: US Eye, is a physician-led, patient-centric network of eye care practices committed to providing exceptional patient service through premium technology and unrivaled provider expertise. We are one of the nation’s leading multi-specialty physician groups providing patients with care in ophthalmology, optometry, dermatology and facial surgery. With 50 clinics and 5 surgery centers, led by 95 providers and more than 1,000 team members system wide, we deliver world class care to patients throughout Florida, the Carolinas and Virginia.

JOB SUMMARY:
The Director of Patient Access is responsible for leading the US Eye contact center team in delivering an exceptional patient experience. The Director of Patient Access provides hands-on leadership to the team, and continually optimizes resources to meet response times, quality of care and benchmarks for patient satisfaction. This dynamic and energetic leader creates a culture of patient-centric care and service excellence, instilling and cultivating it in our team.
ESSENTIAL JOB FUNCTIONS:

• Oversees the delivery of exceptional patient care, providing positive coaching and performance management to team members.
• Continually evaluates and assesses our response times to patients, recommending immediate solutions to optimize the patient experience.
• Collaborates with the leadership to foster a high level of patient care, providing continual feedback, and in the moment training opportunities to the team.
• Hire, train, and supervise a patient access team supporting high levels of critical thinking, decision-making and patient-centric care.
• Develop and refine patient communication scripts and engagement protocols.
• Oversees the management and utilization of clinic scheduling templates, working with clinic leadership to ensure that schedules are appropriately filled and optimized.
• Develops benchmarks and metrics for measuring quality and quantity of call center management.
• Creates a fun, high-performance, and positive team culture, develops motivating reward systems for the team.
• Acts a liaison between the patient access center and the operational leaders in each market.
• Supports the surgical referral process, ensuring referrals are handled timely with clear accountability and tracking.

 

Some travel to our various sites may be required from time to time.

COMPETENCIES:

• Experience. directing remote and onsite teams to high levels of team work, and exceptional customer service that supports high standards of patient care.
• Ability to translate observation to a thorough understanding of the patient journey through the practice.
• Committed and motivated to learn ophthalmic terminology to enhance communication throughout the practice.
• Ability to accurately follow oral and written instructions.
• Strong oral communication skills. Communicates clearly, professionally and with a high level of self awareness to patients and coworkers.
• Ability to support team in conflict resolution when dealing with the public.
• Capable of maintaining high degree of confidentiality that meets all HIPAA requirements. 
• Strong time management skills.

• Bachelor’s degree preferred
• Previous work in healthcare settings preferred

POSITION TYPE AND EXPECTED HOURS OF WORK:

• This is a full-time exempt position. This position requires a combination of on-site and remote work.