Director of Access

Director of Access Location: Swift Square One Job type: Permanent Overview of role: Providing high-quality healthcare in Ireland since 2006, UPMC's operations now encompass UPMC Sports Surgery Clinic in Dublin, UPMC Whitfield Hospital in Waterford, UPMC Kildare Hospital in Clane, UPMC Aut Even Hospital in Kilkenny, the UPMC Carlow Outreach Centre, UPMC Hillman Cancer Centre radiotherapy locations at UPMC Whitfield and in Cork, and UPMC Sports Medicine and Institute for Health with multiple location hubs around Ireland as below: Limerick SETU Waterford Cork Tipperary Mayo Primary Duties and Responsibilities: The Director of Access will be part of the UPMC management team in Ireland, reporting directly to the Chief Operations Officer. The Director of Access will lead and manage the multi-faceted patient administration functions necessary to support best in class patient experience across the various access areas. The role will require a cross functional and lateral approach to all patient administration services and functions. UPMC want to ensure the patient has a bespoke UPMC experience regardless the location, service or facility they access for treatment and care. Continuous improvement, adaptability and streamlining of process' and administration functions will be critical to success of this role to enrich the patient experience and optimise efficiencies as the UPMC network consolidates and grows. The successful candidate will be expected to operate with agility, diplomacy and diligence to ensure the success of value creation and performance optimisation within UPMC in the furtherance of our mission of bringing life changing medicine to all the patients and communities for whom we have the privilege to serve. Areas of Responsibility Responsible for the operational management of the Group Administration function across UPMC Ireland, including UPMC Sports Surgery Clinic, UPMC Kildare, UPMC Whitfield, UPMC Aut Even, UPMC Hillman Cancer Centres', UPMC Sports Medicine & Institute for Health. Specific functions include but not limited to: In-Patient / Day Case Scheduling: Theatre, Minor Ops, LA, Minor Procedures, Gastroenterology, Medical Admissions, Oncology day ward, Cardiology admissions, cardiology testing, Pre-Assessment Clinic Radiotherapy* Out- patients- Clinics, Testing, Consultants Secretaries Main Reception Switch Diagnostic Scheduling: Radiology, cardiology, PFT, uroflow Admissions Medical Records NTPF *Radiotherapy has EMR however process' should be aligned across network and not in isolation of Director of Access Duties/Responsibilities Operational Management Continuous Improvement Service Planning Performance and Financial Management Strategic Planning HR Management and Organisational Development Quality Assurance and Risk Management The Director of Access will have responsibility for the following Operational Management Responsible for the operational management of the Patient Administration areas across UPMC Ireland, ensuring the efficient and effective day to day running of services, matching resources with flexibility to respond to workload. Working to create an integrated administration function across our Healthcare Services, promoting good teamwork and excellent patient experience. Develop and deliver effective operational plans linking network and local site strategies with executive operational plans resulting in organisational targets/KPIs being met. Manage the operational implementation of new service initiatives, including liaising with stakeholders, developing operational policies and procedures as required. Provide frontline general management advice and support to the Patient Administration Teams which includes human resource and workforce planning support, budgetary analysis, performance analysis and problem-solving advice. Develop operational policies, procedures and guidelines as required. Co-ordinate an annual review of requirements, ensuring that relevant submissions are made, liaising with the Finance Department. Collaborate with the administration managers to provide an improved patient experience and improved patient communication processes driven by data and feedback. In consultation the wider multi-disciplinary team, Group Network Sen leadership and Hospital GM's, will assess and implement process improvement measures for the administration function. Maintain relationships with all referrers into the business including Consultants, GP's and public work. Work with the Management team to motivate the referrals and scheduling management teams to ensure referrals are managed in a timely way to ensure ease of access for all patients, public & private and to ensure the team's services are delivered in a manner responsive to changing demands. Work collaboratively with managers and GM's to manage referral pathways into our services to allow visibility of pipeline referrals. Work collaboratively with hospital DON's/ADON's to ensure smooth and effective delivery of inpatient scheduling, allowing business leaders to proactively address service needs for each hospital. Ensure that agreed pathways are in place to support patient admission, discharge and claims management to foster close co-operation and integration of services. Service Planning To be responsible for the co-ordination, review and planning of services yearly to meet UPMC strategic goals and objectives and to support the development of plans to achieve required changes in service provision. To be responsible for the development of business cases and/or other proposals for improvements or modernisation of services. To be responsible for the identification of cost improvements, service developments To be an Innovative and creative thinker to eliminate waste and make the service more efficient To endorse and drive a digital transformation ethos across what has been historically paper dominated manual service Preparedness for Electronic Health Record To implement proven business management technologies within the service to strengthen performance and enhance function reputation. To lead projects which improve the quality of services provided to patients evidenced by improved performance against national and international benchmarks. Performance Management Monitor, control and report on activity, expenditure, working closely with the CFO and COO. Develop a series of Key Performance Indicators yearly for the service which support the achievement of UPMC strategic goals and hospital/business unit objectives. Work with functional and professional heads to develop mechanisms to ensure that activity is measured accurately. Monitor and track performance targets and develop internal and external comparative performance monitoring information to support and inform decision-making. Ensure that the quality of data regarding all activity is of the highest quality and that individual managers and staff understand their roles and responsibilities with respect to data accuracy/integrity. Support and assist the Clinical Directors' in monitoring activity and non- compliance with processes of Consultants. Collaborate with the finance and claims function to support the development of policies, procedures and scripts to support the administration function when dealing with patients excess, shortfalls or co-pays. Establish mechanisms which provide the Clinical Director with timely management information regarding the above. Support the development of a service level agreements for consultants as required. Collaborate with Dir of Business Intelligence to assist with data/ BI driven decision making HR Management/Organisational Development Manage all administration staff, complying with hospital HR policies Maximise the contribution of staff by developing systems for performance appraisal, personal development, individual and organisational development and continued skill mix review with HR. Ensure that the responsibilities and objectives for direct reports are clearly defined and understood - job descriptions and person specifications up to date and reviewed two yearly or as required. In conjunction with the COO and HR Director regularly review staff complement and skill mix across the service to ensure that staffing is appropriate for current and projected demands. Develop local strategies for the recruitment and retention of staff. Participate in recruitment and ensure that effective local induction is completed. Be responsible for managing sickness and absence in accordance with UPMC Policies. Be responsible for facilitating all staff to continue their education and personal development. Ensure mandatory, corporate and personal development objectives are realised and capabilities and contribution of all staff is recognised. Ensure the involvement of all staff through open and direct communication to sustain a high level of commitment and flexibility. Promote equal opportunity and adherence to best practice employment and approaches to managing and implementing change. Promote a culture of personal responsibility where team members are supported to deliver and held accountable for performance. Assist with Design of Patient Access team org structure that supports the function and drives accountability but can also support growth/scalability and career opportunity Advocate for staff- no new process impacting admin implemented unless through appropriate formal change control process. Quality Assurance and Risk Management Contribute to the development and lead on the implementation of best practice service modernisation and improvement plans and strategies. Adapt a strong culture of continuous improvement and mutual co-operation in the achievement to the highest possible standards of patient care and maximum efficiency. Collaboration with the Dir of Clinical Governance and Dir Insurance + Corporate Risk to ensure robust governance systems are in place and all relevant accreditation standards are met. Ensure the administration functions have an effective process for risk assessment To co-ordinate the administration functions participation in local risk management initiatives to monitor clinical and non-clinical issues within the service. To co-ordinate the processing of adverse incidents ensuring that they are investigated promptly, respecting confidentiality and instigating preventative action. Work with team leaders to develop a culture of "Get it right - first time." Contribute to improved patient outcomes through aligned processes and reporting Meet objectives of UPMC Ireland to capture patient feedback to facilitate an improved patient experience Management of patient communication to ensure timely and accurate communication to patients Qualifications & Experience: Requirements, Qualification & Skills Director of Access should have healthcare experience who is hands on and comfortable dealing with multiple systems and reports. The candidate should be confident dealing with all levels of management and be proactive in seeking and implementing process improvements. The role is to provide a standardised approach across UPMC Ireland rather than centralised to ensure consistency throughout UPMC. Minimum of 8 years' experience in a similar role or healthcare setting with knowledge of hospitals administration processes Strong Leadership skills Strong communication skills with the ability to build and maintain relationships. Relevant business qualification (Degree or equivalent) Excellent working knowledge of Microsoft Office Experience of healthcare systems desirable Leadership and mentoring skills Strategic planning and decision making abilities Innovative and creative thinking Data Analysis Skills Equal Opportunity Statement and Benefits UPMC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. At UPMC we provide a total rewards program that is not only market competitive, but fair and provides growth opportunities for all our colleagues. Compensation - Competitive pay for the work employees do - base pay, performance related pay and premium pay where applicable. Benefits - Fully paid maternity and paternity leave for new parents. Competitive Pension Plan, company funded Death in Service Benefit x 3 times. Critical Illness cover for all employees up to the age of 66. Performance and Recognition - Rewards for performance that supports the goals and mission of UPMC through our annual ACES programme. Work-Life Balance - Enhanced annual leave up to a maximum of 27 days. Flexible working opportunities to support you to work around external family commitments. Development and Career Opportunities - Opportunities for each employee to reach their career goals through continued learning and/or advancement. About UPMC A $26 billion healthcare provider and insurer, Pittsburgh, Pennsylvania-based UPMC is inventing new models of patient-centred, cost-effective, accountable care. Working in close collaboration with the University of Pittsburgh Schools of the Health Sciences, UPMC shares its clinical, managerial and technological skills worldwide through its innovation and commercialisation arm, UPMC Enterprises, and through UPMC International. Providing high-quality healthcare in the South East since 2006, UPMC's operations in Ireland now include UPMC Whitfield Hospital in Waterford, UPMC Sports Surgery Clinic in Dublin, UPMC Kildare Hospital in Clane and UPMC Aut Even Hospital in Kilkenny. Outpatient care is available at the UPMC Carlow Outreach Centre, UPMC Hillman Cancer Centre radiotherapy locations at UPMC Whitfield and in Cork, the UPMC Sports Medicine Clinic at SETU Arena, Waterford, TUS Moylish Campus, Limerick, TUS Thurles Campus, Tipperary, and the UPMC Concussion Network. The UPMC Institute for Health is located in Mayo and the Global Technology Operation Centre is based in Kilkenny. UPMC is the Official Healthcare Partner of the GAA and GPA. 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