Facilitated Access Representative

JOB SUMMARY This position is responsible for coordinating patient access and hospitality services for Protocol,VIP,International and Executive Health Patients. Accountable for a broad range of patient access and business development responsibilities the coordinator ensures high efficiency and service excellence by maintaining seamless patient access and flow. In addition, implement business development efforts to enable the growth of a portfolio of “facilitated access” patients including all functions. PRIMARY JOB DUTIES AND RESPONSIBILITIES  Serves as primary liaison and coordinator for Protocol/VIP/International and Executive Health Patients.  Strives to continually improve facilitated patient access and ensure the highest quality of service and hospitality.  Facilitates coordination of the best medical care(including Inpatient,Outpatient,ED and home visit requests to Royals) and hospitality services provided through all functions of OFA Department for CCAD patients, their Job Description Template v0.1 September 24, 2019 Confidential Page 2 of 4 families and patient referral sources.  Liaise closely with all CCAD staff and communication between patient and CCAD physicians and medical staff.  Supports the managers and the director to identify and implement potential initiatives and strategies to enhance CCAD’s facilitated access capabilities and effectiveness  Ensures goals are met by objective data gathering techniques, including patient satisfaction, expense reports, productivity measures and internal department checks  Facilitates and ensure that total quality improvement principles are utilized to achieve goals of high quality service, customer satisfaction and department efficiency  Evaluates patient statistical data in terms of demographics, intstitutes accessed and other volume data and benchmarks to incorporate this information into effective growth initiatives  Acts as a cross functioning team member with the philosophy of teamwork and flexibility in the OFA Department that reinforces “Service Excellence”  Partner with key stakeholders including Patient Access, Physicians,Nurses,Clinical Operations, Patient Experience, Pricing and Patient Support Services to optimize and enhance the clinical care coordination, access, patient flow and concierge services offered to Protocol,VIP,International & Executive Health patients and their families to ensure highest patient satisfaction  Partner with Strategic Alliances Division to support the relationship development with CCAD’s key accounts and strategic referral partners locally, regionally and internationally for Protocol, VIP,International and Executive Health patient referrals  Support the initiation and implementation of new products and services to grow CCAD’S facilitated access portfolio  Supports the community by participating in CCAD sponsored events and programs  Maintains a safe facility that meets the requirements of all health and safety regulatory standards  Maintains ongoing dialogue and collaborative relationships with other caregivers in other departments to continually improve performance and processes  Ensures all key performance indicators are met  Cooperates with other team members to activate the staffing schedule that ensures backfill and coverage is optimal to meet operations needs during all hours of operations as directed by the Coordinator, Facilitated Access  Responsible to monitor and be present as needed during other shifts; i.e., day, evening, night and weekend shifts  Other duties as assigned. ORGANIZATION-WIDE COMPETENCY ASSESSMENT REQUIREMENTS All employees will embrace the CCAD mission, vision and values and be responsible for adhering to the core values of the institution, including: Patient’s First, Collaboration, Mutual Respect, Quality, Patient Safety, Integrity, Cultural Sensitivity and Compassion. All employees are also expected to meet the standards of performance outlined in the Organization-Wide Competencies listed below as applied to the position. Customer Service Orientation includes attitude, behavior, interpersonal skill and problem solving that enable an employee to respond to internal and external customer needs and expectations in a positive manner. Adaptability including teamwork, flexibility needed to fulfill job responsibilities, adapting to changes in work environment and accepting supervisory feedback. Efficiency and Effectiveness includes quantity and quality of desired work, as well as organization skills necessary to perform successfully. Essential Job Requirements includes adherence to all relevant policies, procedures and guidelines affecting the work environment, as well as maintenance of required competencies and communication skills. Managerial Responsibilities includes overall accountability for assigned work group relative to operational goals, personnel requirements and budgetary constraints. QUALIFICATION & EXPERIENCE REQUIREMENTS Education  Bachelor’s degree in Business Administration, Health Care Administration, or related field, is required  Master’s Degree is preferred Experience  Minimum of (2) years of experience in healthcare, hospitality or customer service required Certification and Licensure Professional Membership Job Specific Skills and Abilities  Strong organizational and problem-solving skills  Strong oral and written communication skills  Ability to demonstrate genuine concern for patients and patient satisfaction  Ability to speak and write in both English and Arabic is required  Ability to work rotating shifts as needed  Ability to speak other languages are preferred.  Health care or hospitality industry experience is preferred