Director, Patient Engagement

Full Time, 36 hours per week

We offer competitive salary, benefits (including medical, dental, vision), retirement, PTO, and recognize 9 paid holidays.

If you are a compassionate professional who provides exceptional quality care, Jordan Valley is for you! We are Missouri’s largest Federally Qualified Health Center founded in 2003 and we serve 75,000 patients each year. The mission of Jordan Valley is to improve the health of our community by providing high-quality and accessible medical, dental, and behavioral health services to Southwest MO. We're collaborative and believe in always going above and beyond as part of our commitment to deliver excellent care to our community!

Job Overview:

The Director, Patient Engagement's primary job function is to develop efficient patient flow systems to maximize patient access to healthcare. The Director, Patient Engagement will implement agency-wide protocols and auditing systems for customer care, patient registration, scheduling, insurance verification/copays, and patient satisfaction surveys. This position will also provide oversight of the patient experience team to include patient advocates, phone schedulers, CC’s and CHW teams. The primary goal will be to optimize the patient experience through centralized protocols and expectations while being the subject matter expert for the organization in these areas, while developing and coordinating fiscal responsibility through staffing level and production protocols.

Duties:

• Provides functional oversight for Medical Customer Care, Call Center and EMR programs to ensure patient access meets or exceeds agency productivity measures.
• Defines Customer Care standards and protocols that support JVCHC strategic directives and departmental excellence.
• Develops standardized patient scheduling protocols that maximize patient access and ease of scheduling appointments for providers.
• Develops and ensures compliance with medical provider scheduling protocols. Manages leave requests in collaboration with the Medical Director.
• Develops auditing systems to evaluate, test, document, and report compliance with Customer Care, Call Center and EMR protocols.
• Provides additional training and corrective action to improve compliance with all medical Customer Care, Call Center and EMR protocols.
• Ensures compliance with federal, state, and local laws and regulation as well as compliance with JVCHC policy.
• Monitors and ensures compliance with all Privacy and HIPAA related activities in Customer Care, Call Center and EMR.
• Develops, implements, and maintains compliance with standardized patient registration protocols for efficient patient processing systems that minimize wait time and ensure accurate and timely completion of patient records.
• Develops and maintains system for collecting, analyzing, and reporting patient satisfaction data.

Benefits

Our benefits are designed to encourage a healthy work-life balance.

• Health (Both HSA and FSA options and access to our Telemedicine program)
• Vision
• Free dental and life insurance, and long term disability. Affordable rates for family dental and life insurance.
• 403b retirement match on the 1st of the month after 30 days.
• Employee Assistance Program
• Day One PTO Accrual
• 9 Paid Holidays
• Free On Site Fitness Facility at our Springfield Tampa Clinic

Required Qualifications:

• 5 to 10 years of Customer Relations Experience.
• 5 to 10 years Management Experience.

Preferred Qualifications:

• Bachelor’s degree in Business Administration, Healthcare, or related field.
• 5 to 10 years of Clinic Experience.