Director of Patient Services

Director of Patient Services

Location: Midlothian, VA (hybrid: onsite Tuesday-Thursday, remote Monday and Friday)

Schedule: Full-time, Exempt

Pay range: $90,000-$110,000 per year

About Accessia Health

Accessia Health is a national nonprofit helping people with rare and chronic health conditions get the care they need. For more than 30 years, we've provided over $1 billion in assistance with insurance premiums, copays and other medical costs, along with case management, health education and free disability legal aid. Our vision: all people have equitable access to healthcare.

We are headquartered in Midlothian, Virginia.

About the Role

The Director of Patient Services leads our Patient Services team and our patient-assistance programs. You will set service standards, own program reporting and funding analysis, and keep strong operational controls in place. You will lead and develop the Patient Services Manager. You will also partner with Finance, Compliance, Development, IT and HR so patients get accurate, timely and caring service.

What You'll Do

• Set department goals, service standards and KPIs. Track results and lead corrective action when targets are missed.

• Assess staffing, contractor use, systems and resources. Recommend budgets and staffing changes, and monitor approved spending.

• Supervise, coach and evaluate the Patient Services Manager. Through the Manager, oversee Patient Services Representatives, the Insurance Case Management Specialist, the Mail Clerk and contractor work.

• Turn program and contract requirements into procedures, reporting controls and staff guidance, working with Compliance.

• Analyze enrollment, utilization, funding availability and service trends to support forecasting and program planning.

• Resolve program-level exceptions and escalated contract issues. Own formal grantor communications with Development and Compliance.

• Own final validation, approval and on-time delivery of official donor, contractual, state and program reports.

• Keep data accurate, programs on track and internal controls working. Partner with Compliance on audits, risk reviews and fixes.

• Give leadership monthly updates on program status, service results, risks, funding trends and corrective actions.

• Partner with HR on hiring, workforce planning, performance management and succession planning.

• Set patient education priorities with Marketing and leadership. Represent Patient Services at approved program meetings and conferences.

What You Bring

Required

• Bachelor's degree in business administration, healthcare management or a related field

• At least 5 years of progressive experience in healthcare operations, patient assistance or related service delivery, including at least 3 years leading staff or teams

• Experience in program administration, report validation, data analysis, process improvement and cross-functional work

• Ability to turn complex requirements into clear procedures, use sound judgment within delegated authority and manage competing deadlines

• Strong writing skills and proficiency in Excel, Microsoft Office and operational reporting systems

Preferred

• Master's degree in a related field

• Experience managing supervisors or managers

• Nonprofit patient-assistance or healthcare reimbursement experience

• Knowledge of commercial insurance and Medicare

• Donor or contractual reporting experience

Work Environment and Physical Requirements

This role works onsite in our Midlothian office Tuesday through Thursday and remotely on Monday and Friday. It involves long periods of sitting, frequent computer use and regular phone and electronic communication. You may occasionally need to stand, walk, reach, bend or lift up to 10 pounds. Reliable attendance is essential. Reasonable accommodations are available.

Pay and benefits

The pay range for this position is $90,000-$110,000 per year. Starting pay within the range depends on job-related factors such as relevant experience, skills and qualifications. Accessia Health does not ask applicants about their salary history.

Benefits

include health, dental, and vision insurance; 401K, paid time off; paid holidays.

Equal Opportunity Employer

Accessia Health is an equal opportunity employer. We make employment decisions based on qualifications, merit and business need. We do not discriminate based on race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions (including lactation), age, marital status, sexual orientation, gender identity, disability, genetic information, military or veteran status, or any other status protected by federal, state or local law.

Employment with Accessia Health is at will.

Accessia Health is committed to maintaining a safe and secure work environment for all employees and ensuring the integrity of our hiring process. As part of this commitment, we may conduct background checks and drug screenings on candidates and employees in accordance with applicable laws.

By continuing with the application process or accepting a job offer, you acknowledge that you have read, understood, and agree to the terms outlined in this background and drug screening disclaimer.