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Assistant Director (Developmental) Patient Experience and Operations Excellence in Austin at Parallon

Date Posted: 5/4/2019

Job Snapshot

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Job Description

Assistant Director, PTAC Operations Improvement
Job Summary – The Assistant Director, PTAC Operations Improvement is responsible for working with all of the facilities in specific markets within an SSC regarding implementation of Business Performance Group (BPG) strategies, staffing efficiencies and any other assigned projects.  This position will also work with the Concierges and other key Patient Access staff to ensure they have the knowledge and skills to meet Parallon standards for customer service, patient check-in and registration. 
Supervisor – Front Office COO
Supervises various individuals as assigned

Duties (included but not limited to):

•         Work with all of the facilities in the market (e.g. Denver)
o   Office in one “home” facility and spend 80% of their time rotating between facilities
•         Work collaboratively and closely with Parallon BPG Corporate on strategies related to Patient Experience and Staffing efficiency
•         Observe, coach and train all Concierges and other key Patient Access staff in the market to ensure the Parallon standards for customer service, patient check-in and registration are followed
•         Serve as a key resource in the deployment and implementation of new Parallon strategies, processes or technologies in the area of Patient Access, specifically related to Staffing Efficiency and Patient Experience
•         Review Patient Satisfaction results with Patient Access Director, RPADs, Front Office COO and Parallon BPG and make recommendations for improvement in performance/results
•         Work with the SSC and BPG Corporate Staffing Directors, RPADs and PADs to implement staffing efficiencies in the facilities
•         Ensure Front Office COO and Parallon BPG are informed of deficiencies in the areas of staffing efficiency and barriers to achieving staffing plans and targets as directed by BPG and/or the SSC
•         Work with Patient Access Director on review and appropriate entry of data into the Parallon Staffing Tool and make recommendations to improve staffing efficiency
•         Review staffing target reports with the PAD, RPAD and Front Office COO on a weekly and/or monthly basis
•         Inform the Patient Access Director, RPAD and Front Office COO of any significant issues identified in the Patient Access area (i.e. patient experience, staffing efficiencies, employee concerns, etc.)
•         Provide a high quality resource of knowledge, skills and work experience to the SSC and associated facilities.
•         Conducts self in a professional, ethical and compassionate manner with all individuals and co-workers
•         Determines trends in operational performance and identifies process improvement opportunities
•         Demonstrates high level of proficiency and knowledge in front office functions and responsibilities
•         Assume a lead role for innovation, knowledge sharing and leading practices identification within the SSC and among peer group
•         Practice and adhere to the “Code of Conduct” philosophy and “Mission and Value Statement”
•         Other duties as assigned
•      Technical Expertise – Some understanding of healthcare including knowledge of healthcare terms and accounts receivable processes
•      Strategic Analysis - Analytical Review skills and ability to make decisions based on analysis
•      Leadership - guides individuals and groups toward desired outcomes, setting high performance standards and delivering leading quality services
•      Tactical execution - oversees the development, deployment and direction of complex programs and processes
•      Financial management - applies tools and processes to successfully manage to budget
•      Project Management - assesses work activities and allocates resources appropriately
•      Organization - proactively prioritizes needs and effectively manages resources
•      Communication - communicates clearly and concisely, verbally and in writing.  This includes utilizing proper punctuation, correct spelling and the ability to transcribe accurately. The ability to communicate with staff, Parallon Management, Division and Group Executives
•      Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
•      Interpersonal skills - able to work effectively with other employees, patients and external parties
•      PC skills - demonstrates proficiency in Microsoft Office applications and others as required
•      Policies & Procedures - demonstrates knowledge and understanding of organizational policies, procedures and systems
•       Basic skills - demonstrates ability to organize, perform and track multiple tasks accurately in short timeframes, have ability to work quickly and accurately in a fast-paced environment while managing multiple demands, ability to work both independently and collaboratively as a team player,  adaptability, analytical and problem solving ability and attention to detail and able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately.

Job Requirements


Bachelor’s Degree in Business or Health Care required.  If a desired applicant does not have a Bachelor's Degree the requirement can be waived IF they are currently in a Bachelor Degree program.



Experience healthcare, hospital administration or related area, to include internships. Relevant education may substitute experience requirement with SSC Executive approval. 
Parallon/HCA is an equal opportunity workforce and no one shall discriminate against any individual with regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, genetic information or veteran status with respect to any offer, or term or condition, of employment. We make reasonable accommodations to the known physical and mental limitations of qualified individuals with disabilities.


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