Director - Referral and Scheduling (1.0FTE, Days)

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Category: Revenue Cycle
Job Type: Full-Time
Shift: Days
Location:  Menlo Park CA 94025
Req: 13732
FTE: 1

Revenue Cycle

1.0 FTE, 8 Hour Day Shift

At Stanford Children’s Health, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregivers with continuing education and state-of-the-art facilities, like the newly remodeled Lucile Packard Children's Hospital Stanford. And it's why we need caring, committed people on our team - like you. Join us on our mission to heal humanity, one child and family at a time.

Job Summary

This paragraph summarizes the general nature, level and purpose of the job.

Director of Scheduling and Referral Processing will have operational oversight of Call Center and Referral Center at the Patient Access Services Center (PASC). The Director will also have dotted line authority over schedulers that reside outside PASC. The Director will lead the strategy of standardizing and centralizing referral processing and scheduling for all specialties at Stanford Children’s Health (SCH). The Director will lead the rollout and maintenance of the guided questionnaire scheduling algorithms.

Essential Functions

The essential functions listed are typical examples of work performed by positions in this job classification.  They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities.  Employees may also perform other duties as assigned.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

Must perform all duties and responsibilities in accordance with the Service Standards of the Hospital(s).

•    Develops and implements policies and procedures related to all aspects of the Call Center and Referral Center at PASC. Achieves service standard goals for ambulatory practices and patient access. 

•    Meets call center financial objectives by estimating requirements, prepare and manage annual budget, manage consultant/vendor expenditures. Responsible for achieving organization’s turnaround time targets set by the Access Steering Committee.

•    Develops and implements the overall strategy for maintaining and managing Call and Referral Center key performance indicators.

•    Manages the department to ensure achievement of functional and budget/financial goals. Selects, develops, motivates and evaluates the performance of assigned supervisors and/or individual contributors.

•    Provides oversight, management and monitoring of all ambulatory practice referral workflows and patient scheduling workflows. Partner with practices outside of PASC to improve and standardize workflows. 

•    Leads the rollout and maintenance of Guided Questionnaires (GQs) in conjunction with RelateCare Consultants, IS, Business Systems teams, and physician and staff champions.

•    Leads the continuation of centralization efforts for referral and scheduling at SCH. Partners closely with Physician Chiefs and Practice Managers to ensure that best practices in receiving and scheduling patients to right provider at right time at right location

•    Leads the strategy and implementation of leading edge call center technologies and tools that improve patient access, call center productivity, and quality such as automated interactive text messaging, predictive dialing in call center, post-call surveys, and automated call distribution (ACD).  

•    Performs staff management functions by interviewing, selecting and providing training for new staff; by approving or disapproving recommendations from subordinate staff on personnel actions; by evaluating subordinates' performance; by hearing and resolving employee grievances; and by determining the need for and initiating disciplinary action in order to ensure adequate and competent staffing for the agency, program, division or institution.

Minimum Qualifications

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: Bachelor’s Degree from an accredited school or university in a work-related field

Experience:  Seven (7) years of progressively responsible and related experience.

License/Certification: None


Knowledge, Skills, and Abilities

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.

•    Knowledge of call center phone systems and technology 

•    Knowledge of EPIC Prelude and Cadence

•    Advanced knowledge of Medical Terminology

•    Knowledge and understanding of commercial and government payor requirements (e.g., Medicare, Medi-Cal, California Children’s Services, Managed Care)

•    Knowledge of relevant policies, procedures, regulatory requirements and payor rules

•    Knowledge of Revenue Cycle functions including schedgistration, financial clearance, authorization, financial counseling, billing and collections

•    Knowledge of reimbursement and regulatory issues, patient account systems, OSHPD, Joint Commission & HIPAA mandates, major external referring providers / physician practices

•    Knowledge of principles and practices of organization, administration, personnel management, including selection, supervision, discipline, training and staff development.

•    Knowledge of principles and practices of budgetary preparation and control.

•    Ability to prioritize effectively and efficiently.

•    Ability to communicate effectively both orally and in writing.

•    Ability to work independently, apply critical thinking to make decisions.

•    Strong attention to detail, organizational skills, and the ability to process accurate information within defined time frames.

•    Skill in EPIC workflows & work queue management


Physical Requirements and Working Conditions
The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.


Equal Opportunity Employer

Lucile Packard Children’s Hospital Stanford strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, LPCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements, and where applicable, in compliance with the San Francisco Fair Chance Ordinance.