Director of AccessLocation: Swift Square OneJob type: PermanentOverview 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 ClinicRadiotherapy*Out- patients- Clinics, Testing, Consultants SecretariesMain ReceptionSwitchDiagnostic Scheduling: Radiology, cardiology, PFT, uroflowAdmissionsMedical RecordsNTPF*Radiotherapy
has EMR however process’ should be aligned across network and not in isolation
of Director of AccessDuties/Responsibilities Operational ManagementContinuous ImprovementService PlanningPerformance and Financial ManagementStrategic PlanningHR Management and Organisational DevelopmentQuality Assurance and Risk Management The Director of Access will have responsibility for the
followingOperational ManagementResponsible 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 PlanningTo 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 developmentsTo be an Innovative and creative thinker to
eliminate waste and make the service more efficientTo endorse and drive a digital transformation ethos
across what has been historically paper dominated manual servicePreparedness for Electronic Health RecordTo 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 ManagementMonitor, 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 makingHR Management/Organisational
DevelopmentManage all administration staff, complying with hospital HR
policiesMaximise 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 opportunityAdvocate for staff- no new process impacting admin implemented
unless through appropriate formal change control process.Quality Assurance and Risk ManagementContribute 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 assessmentTo 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 reportingMeet objectives of UPMC Ireland to capture patient feedback to facilitate an improved patient experienceManagement of patient communication to ensure timely and accurate communication to patientsQualifications & Experience:Requirements, Qualification &
SkillsDirector 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 processesStrong Leadership skillsStrong communication skills with the ability to build and maintain relationships.Relevant business qualification (Degree or equivalent)Excellent working knowledge of Microsoft OfficeExperience of healthcare systems desirableLeadership and mentoring skillsStrategic planning and decision making abilitiesInnovative and creative thinkingData Analysis SkillsEqual
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.