Director, Access and Patient Engagement

Job Classification: Director, Access and Patient Engagement

Reports To: Chief Operating Officer

Summary: The Director of Access and Patient Engagement, directs Heartland Health Centers efforts in developing and implementing a patient Access and Engagement plan for the organization, directs the Outreach and Enrollment, Call Center, Care Coordination, Referral and Preventive Care functions of the organization. The purpose of this position is directing those functions involved with engaging patients in their continuity of care with Heartland Health Centers as their primary care home. This Director is also responsible for leading the efforts to increase the number of patients receiving ongoing care at HHC and improve access to care for new patients. The Director of Access and Engagement collaborates with the Directors of Community Health Centers and School-based and Dental Health to ensure patients recognize HHC as their primary care home and receive the services they need in a timely manner. The Director of Access and Patient Engagement also collects, analyzes and disseminates data related to new and continuing patients served, persons contacted and enrolled through Outreach and Enrollment, call-center volume and service and care coordination volume and effectiveness.

Essential Duties and Responsibilities:

  • Responsible for developing, monitoring and continually improving the efforts to improve patient access to care and engagement with HHC as their primary care home
  • Directs all operations that support patient access, including Outreach & Enrollment, Call Center and Care Coordination
  • Leads development of patient access, care coordination, referral tracking and other policies and practices that impact patient engagement with Heartland Health Centers.
  • Is the designated lead for tracking and increasing unique patients served and developing effective methods of ongoing communication with patients through effective use of technology and media.
  • Is knowledgeable of various managed care insurance contracts and able to address implications for patient access to services.
  • In collaboration with external partners and the leveraging of technology, develops and leads processes that optimizes coordination, continuity and transition of care .

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: Masters in Nursing, Management or Public Health and 10 years of related experience in healthcare is required . Five or more years of experience in quality management at the Manager or Director level and experience in process improvement is highly desirable. Excellent written and verbal communication is essential. Prior experience with preparation for accreditation reviews is helpful.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to talk and hear.
  • The employee is frequently required to use hands to key, handle, or feel and reach with hands and arms.
  • The employee is regularly required to sit, stand and walk.
  • The employee must occasionally lift and/or move up to 10 pounds.
  • Specific vision abilities required by this job include close vision and ability to adjust focus.

Heartland Health Centers makes all hiring and employment decisions without regard to race, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, physical or mental disability, sexual orientation, sexual identity, immigrant status, political affiliation or belief, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the Organization’s AIDS Policy Statement of September, 1987. Individuals with disabilities requiring accommodation should contact the Employee Services Office at (312) 660-1431.


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