Ambulatory Access Coordinator II/Provider Scheduling SSC - South Shore Health

Job Description Summary

As an Ambulatory Access Coordinator II – Template Management, you will be responsible for the accurate, timely creation and maintenance of clinical provider schedules within the Epic system. You will work directly with providers and department managers in developing and modifying scheduling templates to optimize provider time in clinics and assist in improving timely access to care for SSMC patients.

Job Description

ESSENTIAL FUNCTIONS

1.    Assist with the development and maintenance of all SSMC Provider schedules within Epic System, Microsoft Word, Excel and Outlook when applicable.
2.    Serves as the subject matter expert on template build strategies to maximize provider utilization rates and decrease patient wait times, working directly with clinic managers, providers, and medical directors on new template builds and adjustments.
3.    Work closely with supervisor/ manager of scheduling to assure efficient scheduling practices by call center scheduling team, communicate changes to templates, and serve as subject matter expert for Epic Decision Trees.
4.    Ensures Provider schedules are complete, accurate and posted in accordance with organizational guidelines and best practices, including provider on-call schedules.  Escalate scheduling issues as appropriate. 
5.    Monitors and manages incoming template change requests via outlook and phone and assures they are handled in a timely manner.
6.    Reschedule appointments and notify patients of schedule changes via phone call or letter according to timeframe of cancelled sessions or upon request.
7.    Responsible for updating schedules to coordinate meetings, vacations, CME, training, etc.
8.    Log and track provider time off, both scheduled and unscheduled, ensuring a current status at all times. 
9.    Serve as back up the Department Manager with a working knowledge of Patient Prompt reminder system, Telecom and MD paging, and Mychart Scheduling.
10.    Identifies best practices and works with team to implement opportunities for standardization.
11.    Monitor provider coverage by department and location as change requests are processed.
•    Report potential coverage issues to Operations Managers and Department Chief (when necessary).
12.    Have knowledge of and adhere to the SSH Mission, Vision and Values Statement, adhere to all departmental and SSMC policies and procedures, and represent SSMC as needed when relating to scheduling issues both internally and externally.
13.    Demonstrates a good understanding of patient access related projects and their impact on the overall SSMC operations.
14.    Embraces technological solutions to work processes and practices.
•    Accepts changing environment as technology advances, willing to learn new techniques and equipment.
•    Receptive to changes in department work processes and practices.
•    Seeks appropriate guidance for new techniques.
•    Offers suggestions for change to improve department.
•    Participates in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.
•    Embraces technological advances that allow us to communicate information effectively and efficiently based on role.
15. Staff will work to enhance the patient experience in every interaction.
•    Demonstrates professional courtesy in all interactions with patients and coworkers.
•    Answers all questions in a polite, professional manner or finds someone who can answer the question.
•    Able to handle difficult patients or situations in a calm, professional manner.
•    Able to report issues/concerns using the chain of command.
 

JOB REQUIREMENTS

Minimum Education

High school diploma or equivalent

Minimum Work Experience

One (1) year of experience in healthcare setting required

Epic Experience preferred

Required additional Knowledge, and Abilities

Excellent customer service skills

Excellent verbal and written communication skills

Excellent computer skills with knowledge of various software applications including Microsoft office (Word, Excel, Outlook)

Excellent interpersonal skills

Ability to meet demanding deadlines and balance multiple tasks

Ability to work both independently and as part of a team to complete daily assignments by the end of the shift and long term assignments by established deadline.

Detail oriented with excellent organizational and prioritization skills