Contact Center Access Specialist - Hackensack Meridian Health

Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Contact Center Access Specialist will be responsible for maintaining and updating provider templates across all specialties within the Patient Access Center (PAC). You will ensure templates are built and maintained in accordance with guidelines set by the PAC and Physician Enterprise team. Additionally, you will work with PAC management, clinicians, practice managers, and DTS to ensure impact of changes are understood and implemented successfully.

This position will offer a hybrid schedule.

A day in the life of a Contact Center Access Specialist at Hackensack Meridian Health includes:

• Configure and maintain provider and resource templates.
• Ensure that the templates and scheduling configuration are accurate and completed in a timely manner.
• Ensure template structures are in alignment with guidelines and are released in compliance with documented standards.
• Review new requests to determine impact on standard workflows, Decision Trees, online scheduling, and system configuration.
• Responsible for implementation of all requests for building and maintaining assigned provider and resource schedules across multiple locations and specialties.
• Assist Decision Tree designers, Cadence analysts, practice managers, with creating and updating Decision Trees to improve scheduling accuracy and efficiency.
• Track and report on clinic cancellations, changes, blocked schedules and the impact on patient access.
• Analyze schedule utilization and recommend improvement opportunities to practice and PAC leadership.
• Maximize provider utilization, by recommending template changes to meet forecasted demand, and to ensure appointment slots do not go unused.
• Audit templates and educate practices where there is impact to standard workflows, Decision Trees, patient access, and system configuration.
• Collaborate with PAC leadership, schedulers, practice managers, Cadence analysts, Decision Tree designers, report writers, and providers to optimize schedules to improve access to care.
• Adheres to the standards identified in the Medical Center's Organizational Competencies.
• Performs other duties as assigned.

Education, Knowledge, Skills and Abilities Required:

• High School Diploma/GED equivalent.
• Minimum of 1 year in healthcare operations related to scheduling, access, clinical systems, or physician practice.
• Experience working with Epic or other practice management systems. Provider template experience.
• Excellent verbal, written, and listening English communication skills.
• Attention to detail, strong organizational skills, and ability to switch tasks frequently.
• Strong complex problem-solving skills and ability to make decisions independently.
• Ability to manage and prioritize multiple priorities in a dynamic fast paced environment.
• Proactive and enthusiastic individual with a knack for building and nurturing professional relationships.
• Able to support and participate in a collaborative team-oriented environment.
• Possess a high level of energy, self-drive, and perseverance.

Education, Knowledge, Skills and Abilities Preferred:

• Combination of at least 3 years of experience in a clinical environment and/or an AA/AS degree in Business Management, Healthcare Administration or Computer Science.
• Minimum of 1 year or more direct experience as a template builder.
• Proficient in Google Workspace (Gmail, Sheets, Docs, Slides, Drive, Data Studio)
• Epic Cadence certification 

Licenses and Certifications Preferred:

• Epic Cadence.

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!