Director of Patient Services - Hybrid at IVI America

Los Angeles, California, United States -

Full Time

Start Date

Immediate

Expiry Date

08 Jun, 26

Salary

140000.0

Posted On

10 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workflow Governance, Change Management, Cross-Functional Coordination, Standardization, Onboarding, Quality Assurance, Reconciliation, EMR, Strategic Judgment, Talent Development, Coaching, Continuous Improvement, Emotional Intelligence, Time-Management, Critical-Thinking, Analytical Skills

Industry

Hospitals and Health Care

Description

IVIRMA North America network of state-of-the-art fertility practices in the United States, is currently seeking a Director of Patient Services to support our growing practices throughout North America. This is a full-time hybrid position that requires travel to our different locations. Job Purpose: The National Director of Patient Services (PS) oversees standardized front desk and patient services workflows across all network locations, ensuring consistency, quality, and operational excellence. This leader owns workflow governance, onboarding, communication, change management, and cross-functional coordination across the organization Essential Functions and Accountabilities: National Workflow Leadership & Standardization * Define, maintain, and improve national Patient Services and front desk workflows. * Establish protocols for scheduling, check-in/out, insurance processes, reconciliation, and all PS touchpoints. * Ensure workflows support regulatory compliance and patient experience goals. Network-Wide New Hire Onboarding & Training * Design and lead national onboarding cohorts for PS/front desk hires. * Maintain standardized training curriculum and competency validation. * Partner with HR and education teams to ensure seamless integration into site-level training. Reconciliation Workflow Ownership & Quality Assurance * Serve as national owner of reconciliation and post processes. * Collaborate with CBO to resolve workflow issues and prevent errors. * Implement audit mechanisms and corrective action plans. Quality Assurance & Configuration Oversight * Work with engineering/EMR teams on system updates and validation. * Monitor system build impacts and escalate misalignments. * Monitor performance of consultants (ie. Accenture) to ensure system configuration aligns with approved workflows. Communication, Governance & Change Management * Own all workflow communication, updates, and governance. * Create clear and timely communication frameworks for clinics * Lead organizational change management for PS workflows. Site-Level Support & Escalation Management * Provide workflow support to clinic managers and frontline teams. * Lead root-cause analysis and remediation for workflow issues. * Promote accountability and continuous improvement. Cross-Functional Collaboration & Leadership * Partner with Regional Directors, operations, CBO, Accenture and/or other contractors, and clinical leaders. * Represent Patient Services in strategic initiatives. * Support policy formation, planning, and system-level decision making. * Performance Management & Workforce Development * Define KPIs, audit tools, and scorecards for PS teams. * Support staffing models, resource allocation, and retention strategies. * Foster a culture of coaching and high performance. FINANCIAL RESPONSIBILITY: * Partner on annual PS budget planning and resource allocation. * Monitor reconciliation quality and workflow-driven financial outcomes. ACADEMIC TRAINING: * Bachelor’s required; Master’s preferred. * 5–7 years of progressive leadership in healthcare operations or patient access. * Experience in multi-site healthcare operations and workflow leadership. * Strong communication, organizational, and analytical skills. KEY LEADERSHIP COMPETENCIES: * Strategic judgment and operational decision-making * Effective communication (written, verbal, cross-functional) * Talent development and coaching * Systems thinking and collaboration * Continuous improvement mindset * High emotional intelligence TECHNICAL SKILLS: * Computer proficiency required * Knowledge of Microsoft Office, Excel, PowerPoint and LMS systems required * Electronic Medical Records (EMR) experience * Exceptional verbal and written communication skills * Meticulous organizational skills and attention to detail * Solid work ethic and ability to work both independently and as part of a team * Superior time-management and critical-thinking skills ADDITIONAL SPECIFICATIONS: * Ability to travel to sites periodically. * Ability to manage competing priorities and deadlines. * Occasional off-hours support during major launches or escalations. IVI-RMA offers a comprehensive benefits package to all employees who work a minimum of 30 hours per week. * Medical, Dental, Vision Insurance Options * Retirement 401K Plan * Paid Time Off & Paid Holidays * Company Paid: Life Insurance & Long-Term Disability & AD&D * Flexible Spending Accounts * Employee Assistance Program * Tuition Reimbursement About IVIRMA Global: IVIRMA is the largest group in the world devoted exclusively to human Assisted Reproduction Technology. Along with the great privilege of providing fertility care to our patients, IVIRMA embraces the great responsibility of advancing the field of human reproduction. IVIRMA Innovation, as one of the pillars of IVIRMA Global, is a renowned leader in fertility research and science. Check out our websites at: https://rmanetwork.com/ [https://rmanetwork.com/] & https://www.ivirma.com/ [https://www.ivirma.com/] EEO “IVIRMA is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: IVIRMA is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at IVIRMA are based on business needs, job requirements and individual qualifications, without regard to race, color, religion and/or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. IVIRMA will not tolerate discrimination or harassment based on any of these characteristics. IVIRMA encourages applicants of all ages.”

Responsibilities

The National Director of Patient Services oversees the standardization of front desk and patient services workflows across all network locations, ensuring consistency, quality, and operational excellence. This leader is responsible for workflow governance, onboarding, communication, change management, and cross-functional coordination throughout the organization.