SUD Director of Patient Experience

Job Description

Responsible for supervising all phases of the intake and case management process ensuring the best coordination of care. Directly supervises staff members in Intake and Patient Experience Departments, ensuring all staff maintain a high level of competency and performance within each department.

The statements below reflect the general details considered necessary to describe the principal functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the position.

Responsibilities

Ensures all details involved with the intake process and case management is appropriately documented in the patient record.

Including but not limited to verification of identification card (ID’s), insurance card and / or prescription card, and the scanning of documents into KIPU.

Ensures all consents needed for compliance are completed in a timely fashion.

Provide administrative and communication support for our onsite referral relations team and outreach representative to ensure compliance with company expectations.

Complete regular internal KIPU audits and provide results to Clinical Outreach Reps and Facility Referral Relations team to ensure referring providers and family are communicated with upon Admission, Midpoint, Discharge, and any Emergent Situations during a patient's treatment episode.

Manages Excel spreadsheet by documenting audit results of patients’ KIPU charts and communicate any concerns regarding documentation.

Follows up to ensure issues found in audit and communicated were addressed.

Works with our outreach team to identify opportunities to refer to our referral partners when patient not a fit for our program.

Knowledge and ability to work with designated software platforms (KIPU, Salesforce, etc.)

Assist with identifying appropriate resources for patient’s aftercare plan when needed.

Documenting referral options provided in appropriate provider accounts in Salesforce .

Ability to problem solve from a solution-based place.

Monitors KIPU or other internal CRM and EMR systems, including but not limited to patient admission documentation / photograph is being performed in a consistent and accurate manner.

Responsible for developing and maintaining seamless communication and partnership with the clinical, medical, and nursing departments during and following the intake process.

Acts as a liaison between Intake, Patient Experience (Case Management), Clinical, and Family Program in providing a cohesive patient experience.

Ensures Patient Experience Managers coordinate with the Family Program Director, clinical, medical, outreach and nursing regarding overall patient care and aftercare planning.

Supervises the Patient Experience Managers in coordinating the identification, investigation, and completion of all documentation regarding the patient’s treatment experience and discharge.

Responsible for staff hires, orientations, disciplinary actions, performance reviews and terminations.

Oversees the collection of co-pays and deductibles.

Educates and provides oversight to staff regarding the release of patient information, and confidentiality. Ensures staff are providing an overview of the program and facility, answering questions related to their treatment experience.

Responds to inquiries from individuals, families and referring providers in a timely and professional manner and brief appropriate administrative, clinical and / or medical staff on these matters.

Ensures all consents are completed as required in a timely manner and are appropriate, including legal, employer, Employee Assistance Programs (EAP).

Ensures patient Family Medical Leave Act paperwork and documentation are completed timely and appropriately.

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees;

planning, assigning, and directing work, appraising performance, rewarding, and disciplining employees, addressing complaints, and resolving problems.

Keeps the Chief Executive Officer and Chief Clinical Officer appropriately informed of any issues, concerns, or challenges in a timely manner.

Positively promotes the program and facility to prospective clients, families, and employees.

Regular and predictable attendance is an essential function of the job.

Performs other duties as assigned.

This is a full-time position.

For a virtual tour of the facility, please visit our website at (url removed).