Become A Patient Relations Director

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Working As A Patient Relations Director

Communicating with Supervisors, Peers, or Subordinates
Making Decisions and Solving Problems
Establishing and Maintaining Interpersonal Relationships
Evaluating Information to Determine Compliance with Standards
Developing and Building Teams

Deal with People
Unpleasant/Angry People
Mostly Sitting
Make Decisions
$94,500
Average Salary

What Does A Patient Relations Director Do At Community Health Systems

* Oversight of market teams responsible for access initiatives, Patient Access Centers (PACs0, including rollout of such initiatives, coaching and development of staff to ensure effective oversight and change management across multiple markets
* Optimize and standardize current and future processes, develop solutions for any issues necessary and monitor to ensure consistent adherence across all market facilities.
* Implement standard work and visual management for solving problems.
* Proactively work with market leaders and clinicians to ensure adoption of approved PAC standards.
* Consult with division and market leaders and assist in developing overall strategy and objectives that are aligned with market deliverables; act as a Subject Matter Expert (SME) for any new facility transitioning to a PAC.
* Support annual patient access team member goals that align with business objectives of patient access, market PSLs; track and measure monthly results; correct issues quickly to assist in achieving financial targets and EBITDA.
* Develop and monitor KPIs of access initiatives.
* Collaborate with practice patient access operational leaders to identify problems and determine solutions that improve and/or enhance overall operations.
* Develop patient, physician and client satisfaction programs that enable world class customer service
* Work to identify new technology, tools and key initiatives in Patient Access that will reduce cost and/or improve yield across the revenue cycle and work with market leaders and appropriate corporate executives to facilitate timely execution (if approved

What Does A Patient Relations Director Do At Unitedhealth Group

* Accountable for leading all Patient Access functions for 2 hospitals: St.
* Joseph’s Hospital and Medical Center in Phoenix, AZ and St.
* Joseph’s Westgate Medical Center in Glendale, AZ Organizes workflow with Supervisors to ensure accurate and timely team performance.
* Works with Supervisor and Lead to manage work schedules, ensuring adequate and appropriate coverage of all positions at all times and is accountable for maintaining monthly budget.
* Inspires team engagement and fosters a growth environment where staff feels supported to do their best work.
* Promote regular team engagement huddles, identify new ways to improve team engagement, and act on engagement requests to optimize an engaged culture.
* Adopt and support Optum360’s C
* I-CARE culture through ensuring active daily management, problem resolution through A3 thinking, conducting daily huddles, and maintaining department success boards.
* Actively identify, lead, and conduct Patient Access Department performance Improvement initiatives involving, revenue cycle metrics, workflow improvements, clinical initiatives involving Patient Access.
* Lead facility Point-of
* Service (POS) collections initiative to consistently achieve monthly collections goals.
* Schedule and conduct team meetings to communicate departmental performance vs.
* goals, standards, and policies and procedures.
* Hold individuals accountable for performance, and recognizes and rewards great performance.
* Works with Supervisors to assign staff responsibilities, and evaluates performance.
* Counsels employees on problem areas of registration and performance.
* Works with staff to develop personal development plans, identify areas for improvement, and improve performance.
* Provides guidance, expertise, and/or assistance to internal and/or external partners to ensure programs and strategies implemented, optimized, and maintained effectively.
* The Patient Access Director will direct Patient Access Department to include performance Improvement initiatives, metrics development and tracking, staff hiring, training, counseling, scheduling, and cash collection.
* Patient Access Director will schedule and conduct regular individual and team meetings where they communicate departmental performance, goals, standards, and policies and procedures Develop and maintain dashboards and metrics critical to business information needs and to support decision making and success tracking.
* Develop and maintain Visio workflows, standard operating procedures (SOPs), and policies as needed.
* Provide standard performance reports, project logs and issues logs to update relevant internal and/or external stakeholders on the status of work projects and issues.
* Develop corrective action plans to address and/or resolve relevant internal and/or external stakeholders’ concerns or issues regarding operational issues Train and educate staff on relevant policies and procedures and track attendance on training for required policies, procedures, and regulations Accurately and legibly balances and accounts for all monies used in the daily operations of the department.
* Ensures that an accurate cash sheet and cash drawer is maintained on each shift.
* Oversees all cash collection processes for admitting areas Participate in administrative staff meetings and attends other meetings as assigned

What Does A Patient Relations Director Do At Hospital for Special Surgery

* Ensure clinical and cultural competence of staff
* Promote employee engagement and collegiality
* Deliver outstanding customer service and safe patient outcomes
* Optimize departmental operations and resources; be fiscally astute
* Establish/enhance processes & procedures to optimize patient care within an outpatient setting
* Assess and improve patient through-put from intake through discharge
* Utilize analytics to benchmark process improvement and quality outcomes
* An understanding of Magnet Nursing principles and the ability to operationalize them
* Maintain cultural and diversity appreciation when dealing with patients, visitors, co-workers and other customers

What Does A Patient Relations Director Do At HCA, Hospital Corporation of America

* NOT LIMITED TO:
* Oversee facility operations of Patient Access functions (e.g. pre-registration, benefit verification, pre-authorization, admission/registration, service pre-payment, etc.) to ensure daily operations are maintained according to standard
* Serve as the primary liaison between the PAS and the Facility
* Maintain and promote good customer relations with facility management, physicians and physician office staff
* Review Patient Access performance to ensure timeliness, accuracy, compliance and standards fulfillment as defined in PAS Service Level Agreements
* Inform Regional Patient Access Director of any significant issues in the Patient Access area (e.g., Pre-registration delays, pre-authorization backlogs, etc.)
* Stay abreast of regulatory requirements and company compliance policies, ensuring timely staff education
* Inform staff of relevant changes and developments in payer requirements
* Ensure quality review measurements are in place
* Facilitate implementation and monitoring of standard master files, processes, reporting and education programs
* Oversee management of Patient Access personnel, providing recommendations for hiring, promotion, salary adjustment and personnel action where appropriate
* Develop specific objectives, budgets, and performance standards for each area of responsibility
* Identify and implement process improvements to lower costs and improve services to facility customers
* Perform staff reviews and prepare performance documents for direct reports
* Recommends sufficient number of qualified/competent staff.
* Determines staff qualifications and competence.
* Develops and maintains accurate initial and annual competency checklists, and initiates completion of initial and annual competency attestation forms.
* Actively seeks ways to control costs without compromising patient safety, quality of care of the services delivered.
* Attends in-service presentations, and complete mandatory education week including, but not limited to, infection control, patient safety, quality improvements, MSDS and OSHA Standards.
* Demonstrates knowledge of occurrence reporting system and utilizes system to report potential patient safety issues.
* Practice and adhere to the “Code of Conduct” philosophy and “Mission and Value Statement”
* Other duties as assigned
* ParallonBCOM
* KNOWLEDGE

What Does A Patient Relations Director Do At Seattle Genetics, Inc.

* Conceives, develops and implements a comprehensive patient advocacy strategy aligned with corporate and business goals and objectives
* Develops a proactive approach to managing and enhancing company’s relationships with patient communities; builds strong, mutually productive relationships and provides compliant guidance to existing and/or evolving patient associations
* Identifies, develops, and advances collaborative programs and initiatives with patient advocacy groups that forward mutual goals and establish Seattle Genetics as a preferred partner
* Routinely evaluates relevance to company of individual partners and programs; makes adjustments where indicated
* Represents Seattle Genetics in on- and off-site meetings with patient advocate thought leaders; develops and delivers external presentations to professional organizations and patient advocacy associations
* Routinely seeks opportunities to raise Seattle Genetics’ profile in relevant advocacy communities and build the company’s reputation for innovation and best-in-class partnerships
* Identifies the need for, develops, and makes presentations to internal Seattle Genetics audiences that provide strategic advocacy insights and address patient concerns and unmet needs, advocate perspectives, and examples of Seattle Genetics engagement in advocacy communities
* Strategically manages and budgets sponsorships and charitable donations to patient organizations
* Stays current with relevant information and resources regarding industry and health care legislation; provides updates regularly to patient/disease communities
* Regularly monitors industry activity in patient advocacy communities in which Seattle Genetics is engaged or interested to enhance competitive advantage
* Anticipates and identifies patient advocacy emerging trends, and implications for/impact on Seattle Genetics
* Develops and applies evaluative metrics to programs and activities to monitor success and course correct where needed
* Creates systems and procedures by which to track and internally communicate advocacy relations activities and successes across the company

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How To Become A Patient Relations Director

Most medical and health services managers have at least a bachelor’s degree before entering the field. However, master’s degrees are common and sometimes preferred by employers. Educational requirements vary by facility.

Education

Medical and health services managers typically need at least a bachelor’s degree to enter the occupation. However, master’s degrees are common and sometimes preferred by employers. Graduate programs often last between 2 and 3 years and may include up to 1 year of supervised administrative experience in a hospital or healthcare consulting setting.

Prospective medical and health services managers typically have a degree in health administration, health management, nursing, public health administration, or business administration. Degrees that focus on both management and healthcare combine business-related courses with courses in medical terminology, hospital organization, and health information systems. For example, a degree in health administration or health information management often includes courses in health services management, accounting and budgeting, human resources administration, strategic planning, law and ethics, health economics, and health information systems.

Work Experience in a Related Occupation

Many employers require prospective medical and health services managers to have some work experience in either an administrative or a clinical role in a hospital or other healthcare facility. For example, nursing home administrators usually have years of experience working as a registered nurse.

Others may begin their careers as medical records and health information technicians, administrative assistants, or financial clerks within a healthcare office.

Important Qualities

Analytical skills. Medical and health services managers must understand and follow current regulations and adapt to new laws.

Communication skills. These managers must effectively communicate policies and procedures with other health professionals and ensure their staff’s compliance with new laws and regulations.

Detail oriented. Medical and health services managers must pay attention to detail. They might be required to organize and maintain scheduling and billing information for very large facilities, such as hospitals.

Interpersonal skills. Medical and health services managers discuss staffing problems and patient information with other professionals, such as physicians and health insurance representatives.

Leadership skills. These managers are often responsible for finding creative solutions to staffing or other administrative problems. They must hire, train, motivate, and lead staff.

Technical skills. Medical and health services managers must stay up to date with advances in healthcare technology and data analytics. For example, they may need to use coding and classification software and electronic health record (EHR) systems as their facility adopts these technologies.

Licenses, Certifications, and Registrations

All states require licensure for nursing home administrators; requirements vary by state. In most states, these administrators must have a bachelor’s degree, complete a state-approved training program, and pass a national licensing exam. Some states also require applicants to pass a state-specific exam; others may require applicants to have previous work experience in a healthcare facility. Some states also require licensure for administrators in assisted-living facilities. For information on specific state-by-state licensure requirements, visit the National Association of Long Term Care Administrator Boards.

A license is typically not required in other areas of medical and health services management. However, some positions may require applicants to have a registered nurse or social worker license.

Although certification is not required, some managers choose to become certified. Certification is available in many areas of practice. For example, the Professional Association of Health Care Office Management offers certification in medical management, the American Health Information Management Association offers health information management certification, and the American College of Health Care Administrators offers the Certified Nursing Home Administrator and Certified Assisted Living Administrator distinctions.

Advancement

Medical and health services managers advance by moving into higher paying positions with more responsibility. Some health information managers, for example, can advance to become responsible for the entire hospital’s information systems. Other managers may advance to top executive positions within the organization.

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Patient Relations Director jobs

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Patient Relations Director Career Paths

Patient Relations Director

Director

Chief Operating Officer

11 Yearsyrs

Director

Operations Director

9 Yearsyrs

Executive Director

President Of Operations

11 Yearsyrs

Administrator

Regional Director Of Operations

11 Yearsyrs

Executive Director

Regional Vice President

11 Yearsyrs

Vice President

Vice President And Manager

10 Yearsyrs

Average Length of Employment

Patient Relations Director 4.0 years
Department Director 4.0 years
Director Of Quality Management 3.8 years
Patient Care Manager 3.5 years
Hospital Director 3.3 years
Inpatient Services Director 3.2 years
Patient Services Manager 3.0 years
Supervisor, Patient Access 2.9 years
Revenue Director 2.8 years
Patient Relations Manager 2.7 years
Interim Director 1.3 years

Top Careers Before Patient Relations Director

Top Careers After Patient Relations Director

Patient Relations Director Demographics

Gender

Female
77.0%
Male
20.3%
Unknown
2.7%

Ethnicity

White
79.8%
Hispanic or Latino
11.6%
Asian
6.1%
Unknown
1.8%
Black or African American
0.7%

Languages Spoken

Spanish
59.1%
French
13.6%
Portuguese
4.5%
German
4.5%
Greek
4.5%
Carrier
4.5%
Arabic
4.5%
Italian
4.5%

Patient Relations Director

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Patient Relations Director Education

Schools

University of Phoenix
25.8%
Walden University
6.7%
University of Kentucky
4.5%
Bluegrass Community and Technical College
4.5%
Villanova University
4.5%
Webster University
4.5%
State University of New York College of Technology at Canton
4.5%
New York University
4.5%
Michigan State University
4.5%
Ashford University
4.5%
George Mason University
4.5%
Pennsylvania State University
3.4%
Central Michigan University
3.4%
Strayer University
3.4%
Columbia University
3.4%
Eastern Kentucky University
3.4%
Catholic University of America
3.4%
Rowan University
2.2%
George Washington University
2.2%
Western Carolina University
2.2%

Majors

Degrees

Masters
36.0%
Bachelors
31.2%
Other
13.6%
Associate
9.8%
Doctorate
4.0%
Certificate
2.9%
Diploma
2.1%
License
0.5%

Patient Relations Director

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Top Skills for A Patient Relations Director

Top Patient Relations Director Skills

Financial Clearance
Procedures
Patient Access Functions

You can check out examples of real life uses of top skills on resumes here:

Develop departmental policies and procedures.
Developed metrics to track productivity of patient access functions; monitor and evaluate performance daily and monthly.
Provided representation and expertise to member hospitals on a variety of statutory, regulatory and accreditation requirements concerning patient care.
Educate and train multiple levels of staff regarding new initiatives, implementation of new product software as well as regulatory compliance.
Managed Staffing for 24/7 Emergency Room and Outpatient daily services.