Vice President, Client Access

Job summary: As the Vice President of Client Access, you will play a vital role in the agency with a focus on ensuring equitable and timely access to care through Continuous Quality Improvement (CQI) methods and collaboration with clinical and administrative teams. Key responsibilities include advocating for improved access workflows, leading the Access Committee, and working with HR and Marketing to enhance recruitment, retention, and community engagement. The position also involves managing the Access department, streamlining Medicaid enrollment, overseeing insurance verification, and enhancing Electronic Health Record (EHR) functionality. Additionally, it includes providing strategic direction to the call center and ensuring efficient front desk operations, emphasizing excellence in customer service and efficient processes. This position is NOT remote.

POSITION SPECIFIC DUTIES & RESPONSIBILITIES:

Access to Care Prioritization:

• Advocate for access to care as a central priority, ensuring timely and equitable access for all clients.

• Assess and integrate access processes as a comprehensive Continuous Quality Improvement (CQI) project collaborating with the COO and CFO, who will serve as executive sponsors for the project.

• Collaborate with clinical and administrative teams to optimize access workflows and reduce barriers to care.

• Oversee the access project's progression from inception through implementation to completion, ensuring sustained improvements.

Drive and Maintain Access Enhancements:

• Maintain and continuously refine access workflows and processes by incorporating Continuous Quality Improvement (CQI) methodologies.

• Ensure ongoing optimization and adaptation to meet organizational goals and client needs.

• Collaborate with Quality Assurance teams to ensure access processes meet the highest standards of quality and compliance.

• Implement quality control measures and regular evaluations to maintain excellence in service delivery.

Chair of the Access Committee:

• Lead the Access Committee, serving as the primary governance body for access-related initiatives.

• Foster collaboration and strategic planning within the committee to enhance overall access to services.

Collaborate with HR and the Marketing and Communications Departments:

• Work closely with Human Resources to assist with driving recruitment initiatives. a

• Collaborate with HR to develop and implement strategies to attract and retain qualified personnel.

• Partner with Marketing and Communications (MarCom) to create and execute outreach campaigns designed to improve access to services.

• Enhance community awareness and engagement through targeted communication efforts.

• Team Management and Integration:

• Oversee and manage the Access department including the Medicaid Enrollment manager, Call Center manager and Support staff manager.

• Provide leadership and support to ensure cohesive and efficient operations across the department.

• Establish clear reporting lines, directly reporting to the COO or other designated executive.

Client Medicaid Enrollment:

• Lead efforts to streamline and improve the Medicaid enrollment process for clients, focusing on efficiency and accuracy.

• Work closely with clients and internal stakeholders to address enrollment challenges and ensure a positive experience.

Insurance Verification:

• Oversee insurance verification processes to verify coverage and benefits for clients, proactively resolving issues to facilitate seamless care delivery.

• Develop and implement strategies to minimize denials and optimize reimbursement for services.

Electronic Health Record (EHR) Management and Technology:

• Supervise the loading of insurance information into the EHR system, ensuring data integrity and compliance with privacy regulations.

• Collaborate with IT and clinical teams to enhance EHR functionality related to access and documentation.

• Leverage cutting-edge technology to streamline access to care, including the and telehealth platforms.

• Collaborate with IT to identify and implement innovative digital solutions to improve efficiency, reduce wait times, and enhance the overall client experience.

Call Center Oversight:

• Provide strategic direction and leadership to the call center team, emphasizing excellence in customer service and responsiveness to client needs.

• Collaborate with clinical and administrative teams to optimize scheduling access workflows and reduce barriers to care.

• Monitor call center performance metrics, implement quality assurance measures, and identify opportunities for improvement.

Front Desk Operations:

• Manage front desk operations to ensure efficient client check-in, scheduling, and coordination of services.

• Implement best practices and standards for front desk staff, focusing on client-centered care and service excellence.

• Oversee the recruitment and retention of highly qualified front desk customer service-oriented support staff.

• Work with front desk managers to:

• Develop effective hiring strategies to attract top talent, conduct interviews and identify candidates who align with FCS service standards.

• Work with front desk managers and facilitate a comprehensive onboarding process to ensure new hires are equipped to deliver exceptional customer service.

• Implement retention initiatives, such as training programs, career development opportunities, and recognition programs.

QUALIFICATIONS:

Education:

• Master's Degree in related field is required

EXPERIENCE:

• 8+ years of experience in similar quality improvement roles, with at least 3-5 years in a leadership role.

SAFETY SENSITIVE JOB CLASSIFICATION:

This job is classified as a "safety-sensitive" position as defined by the Oklahoma Medical Marijuana and Patient Protection Act. Due to the "safety-sensitive" classification, an employee in this position would be subject to drug and alcohol testing, including random testing. Marijuana is one of the substances included in the drug panel screening. Possession of a medical marijuana license will not excuse you from the testing process or the consequences of testing positive for marijuana per the Family & Children's Services Drug Free Workplace Policy, including possible revocation of a job offer or dismissal from employment.