Job Summary:

The Director of HUB Services is responsible for providing operational leadership over HUB Program Managers' workstreams, including all reimbursement, clinical, and patient support service of each program. They will work cross-functionally to influence HUB goals and objectives and fulfillment of management's operational goals/metrics and key performance indicators. They will prepare value-added HUB program enhancement and oversees HUB Quality/Process Improvement and Training. Additional responsibilities include drafting HUB processes/policy/procedures, hiring, training, coaching and developing team members for HUB; growing HUB client trust through collaboration and meaningful transparency.

The Director of HUB Services will promote business initiatives and deliver key performance metrics. This position is responsible for annual strategic planning for all HUB operations, quarterly business reviews, and full understanding of HUB contractual obligations. They will be the owner of the HUB program's financial budgets and forecasts with plans to meet/exceed all financial targets. The primary performance measures of the Director of HUB Services are the delivery of results versus goals, key operational metrics/indicators, and client satisfaction. The below is intended to describe the general content of and requirements for the performance of this job and is not to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.

The below is intended to describe the general content of and requirements for the performance of this job and is not to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.

Primary Duties and Responsibilities

1. Maintain a high quality, service-oriented HUB reimbursement and patient support team through recruitment, training, succession planning and development of personnel.
2. Oversee supervision of HUB personnel, which includes work allocation, training, and problem resolution. Regularly assess HUB staff training, and competency.
3. Develop, implement, and monitor HUB procedures to ensure effectiveness.
4. Direct, coordinate, and evaluate the HUB reimbursement and call center functions and carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
5. Responsible for recruiting, interviewing, hiring, and training employees; planning, assigning, and directing work across Program Managers; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
6. Develop overall HUB performance standards for HUB operations personnel in accordance with job descriptions.
7. Ensure the orientation of staff occurs and is documented.
8. Ensure the ongoing educational needs of the staff are considered and the training is documented.
9. Participate in and lead various aspects of development of the manufacturer HUB services program, including working with payers, health care providers and manufacturers.
10. Participate in developing and managing the HUB services budget.
11. Participate in the writing, updating and revision of HUB policies and procedures.
12. Oversee compliance with local and federal regulations, accrediting body standards, corporate policies and standards of performance.
13. Fluency on confidentiality with respect to Company proprietary information as well as information concerning patient/client care; complying with all federal and state laws as apply to confidentiality of protected health information (PHI) and electronic protected health information (EPHI); and following HIPAA guidelines regarding readily identifiable protected health information.
14. Ensure that appropriate HUB staff are trained in adverse event reporting and encourage them to make such reports without fear of retribution.
15. Supervise periodic HUB audits for substance and accuracy.
16. Monitor efficiency of HUB work schedules and workflow processes.
17. Ensure HUB reports, documents, statistical surveys, and other required data are timely completed and provide same to management, along with analysis and recommendations.
18. Participate in Company business development initiatives as requested by management.
19. Ensure the timely and accurate submission of invoices for services and products provided.
20. Develop strategy, lead annual planning and budgets, and establish appropriate processes and workflows for HUB intake, clearance, and prescription triage activities.
21. Ensure adequate phone coverage during published business hours for HUB Services phone lines.
22. Provide guidance and direction to managers and staff, covering all aspects of call quality levels and HUB functions and ensures adherence to policies and procedures.
23. Continuously assesses HUB processes for areas of improvement for efficiency and accuracy.
24. Regular and reliable attendance is expected.
25. Other work-related duties as assigned by supervisor/manager.

Minimum Knowledge, Abilities, and Skills Required

1. 10+ years of relevant experience in a HUB or health care billing or reimbursement related organization with strong customer service skills and a minimum of five years' experience supervising healthcare billing/reimbursement or HUB staff.
2. Excellent computer skills; proficient in Microsoft Office Suite (primarily Word, PowerPoint and Excel.)
3. Able to utilize the HUB software correctly and effectively.
4. Prior experience preparing budgets and key performance indicators preferred.
5. Reliable timeliness, attendance, and quality of work.
6. Strong communication skills and listening skills, able to role model effective empathy with patients and providers.
7. Willingness to work in fast paced environment and can multi-task.
8. Able to work independently as well as in teams.
9. Must articulate thoughts well and communicate them clearly, both orally and in writing.
10. Must pass the Company's drug test and background screening prior to start of employment.
11. No prior disqualifications or suspensions from participation in any state or federal healthcare program.

This description is intended to be only a general outline of major activities. It is expected that the employee performs these and any other activities which may be assigned, or which may occur in the normal course of work. This description is not a contract or guarantee of employment.