This is a full-time professional position that is responsible for managing a customer and client centric Access Center and continuously improving Transition LifeCare’s referral inquiry to admission process. The Director of Access ensures a user friendly front end experience and is responsible for all aspects of referral source, patient care and client satisfaction as it relates to access to TL services. This position ensures prompt and urgent access to services through well trained Intake and AdmissionsTeams, Caregiver Support staff, Nurse Liaisons, and Facility Admission Liaisons. This position is responsible for coordinating admissions with all clinical service lines to ensure full compliance with all regulatory requirements and accepted standards of practice. The Director of Access drives strategic growth across all service lines and serves on the Leadership Council. The schedule for this position is Monday-Friday 8:30am-5:00pm.
Responsibilities what you do
Ensure that every interaction with persons or referral sources seeking care is handled in a positive, proactive and timely manner.
Instill a sense of urgency in Access Team to meet the needs of referral sources and families in a positive, customer friendly manner.
Function as the “air-traffic controller” for all referral inquiries that enter the organization, prioritizing patient needs while assuring same day admission when appropriate.
Develop collaborative relationships and work closely with service line leaders and clinical experts to establish a plan/intervention(s) to address the barriers to admission, facilitate admissions across service lines, and increase the conversion rate for all service lines.
Develop policies and procedures with a consistent approach to handling a call, including scripting using proven phraseology to better engage the caller and the gathering of pertinent information required for follow-up and the successful conversion of referrals to admission.
Oversee the interactions of the Hospital Liaisons, Access Team, Caregiver Support staff and Intake Coordinators with facility and hospital staff.
Promote an energetic, positive team culture of patient and family-centered care with high patient and family and referral source satisfaction outcomes.
Accountable for the effective and efficient organizational design, process goals and operation of all Patient Access Teams, including ensuring that referral processes, orders, treatments, and plans of care are being carried out in a timely manner supportive and meet desired outcomes.
Ensure that documentation of referrals and patient care is complete, timely, and accurate in accordance with TL processes, policies, procedures and regulatory requirements.
Oversee Access Center training and ensure that all Access Team Members are well trained experts in all TL service lines including benefits and eligibility requirements and can articulate clearly a strong working knowledge of all TL services available.
Actively support and promote a professional practice model that encourages staff participation in the development of clinical standards that is collaborative and utilizes current trends and data in professional practice (clinical and administrative).
Participate in the development of the clinical areas' strategic and operational plans, as they relate to Patient Access.
Collaborate with the Chief Clinical Officer and Service Line Directors to determine fiscal requirements of assigned unit(s) and prepare budgetary recommendations. Monitor the level of resources utilized in service delivery and determine the appropriateness of resource consumption in the service and the return on investment.
Maximize use of technology, measure key performance metrics and implement processes to enhance clinical operations, coordinate care across service lines and enhance practices for ongoing quality improvement.
Maintain required records, reports and statistics for administrative purposes, ensure compliance with established TL policies, procedures, objectives, including quality improvement, PI, safety, environmental and infection control. Communicate requirements to staff and hold staff accountable to established requirements.
Manage various personnel actions including, but not limited to training, coaching, hiring, orientation, performance appraisals, promotions and scheduling of Team Leaders, Nurse Liaisons, Admission Nurses, Facility admission Liaisons, and Access Coordinators.
Performs other duties as assigned to promote the efficiency and effectiveness of the agency.
Expectations how you do it
TL Core Values are exemplified in all interactions with internal and external customers.
Adheres to TL policies, procedures and guidelines.
Adheres to CMS and state guidelines and nursing standards of practice.
Adheres to NHPCO Ethical Practices and the American Nurses Association’s Code of Ethics.
Requirements what you need
Bachelor degree in Business or Healthcare field, Master’s degree preferred. Registered Nurse with current unrestricted NC License favored..
Minimum 5 years recent relevant experience; with a minimum of three years’ experience in a successful supervisory position.
Ability to motivate and guide staff in delivering customer service excellence, independently seek out resources and work collaboratively.
Ability to communicate clearly with patients, families, referral sources, physicians, facility staff, leadership and others.
Knowledgeable about reimbursement sources, DHSR and CMS regulations, licensing laws, and accreditation standards.
Competent computer skills.
Must have reliable transportation.
May be required to lift and/or carry items up to 50 pounds.
Must have sensory abilities to complete physical assessment, communicate with patient/family care providers and physician and to complete the reporting and follow-up documentation responsibilities of the job.
Internal Number: 2
About Transitions LifeCare
Helping families navigate the changes made necessary by a serious or terminal illness – with dignity and an unquenchable celebration of life – is what Transitions LifeCare is all about.
Our philosophy is that every individual deserves the quality of life he or she wants when facing a serious illness or near life’s end. Our mission is empowering individuals, families and communities to embrace meaning throughout a chronic serious illness and at the end of life.
Originally founded as Hospice of Wake County in 1979, Transitions LifeCare provides a comprehensive circle of expert care and support. What’s more, Transitions LifeCare offers education as well as emotional and spiritual support for the patient’s entire family. Our services are tailored to meet the exact needs, wishes and goals of each patient and family member.
Mission: To care for individuals and families with compassion, support, and expertise as they navigate the end of life or life-changing illness.
Vision: The right care at the right time, providing the best possible experience for patients and families in our community facing the end of life or life-changing illness.