Contact Center Access Strategist - 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 Strategist will serve as a technical Subject Matter Expert on template design strategy. You will be responsible for creating, maintaining, and optimizing provider and resource templates and scheduling configurations to maximize access for practices in the Patient Access Center (PAC). You will provide consultative support to operations on template implementation and configuration. You will partner with PAC, PE, DTS, and digital experience teams to analyze, test, document, and implement scheduling solutions. You will leverage dashboard data to make recommendations to improve access to care, provider productivity, and waste elimination. Finally, you will be responsible for prioritizing and balancing template specialist team workload and measuring team performance.

This position will offer a hybrid schedule.

A day in the life of a Contact Center Access Strategist 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.
• Provide feedback and intervene where guidelines are not being followed.
• Serve as Subject Matter Expert for template design supporting all strategic access initiatives.
• Responsible for generating and analyzing schedule utilization data. Prioritize and oversee implementation of improvement opportunities across all practices.
• Provide consultative support on business requirements for new deployments of Decision Trees and online scheduling initiatives.
• Develop new processes and functions to support implementation of Access initiatives and template maintenance.
• Review new release functionality and available configurations to analyze impact to operational environment.
• Identify operational impacts and test new Epic release functionality as it pertains to template management functions.
• Offer potential solutions to identified technical issues through applied knowledge in template management practice.
• Maximize provider utilization, by recommending template strategies and processes to meet forecasted demand, and to ensure appointment slots do not go unused.
• Coach and develop new staff on template standards and system design.
• Educate stakeholders on template management and optimization strategies. This includes PAC leadership, schedulers, practice managers, Cadence analysts, Decision Tree designers, report writers, and providers.
• Partner with Decision Tree designers, Cadence team, practice managers, and PAC management on maintaining Decision Tree road map.
• Prioritize and balance template specialist team workload and measure team performance.
• Prepare and maintain appropriate reports, presentations and files to represent the work of the department both internally and externally.
• Adheres to the standards identified in the Center's Organizational Competencies.
• Other duties and/or projects as assigned

Education, Knowledge, Skills and Abilities Required:

• High School Diploma/GED equivalent.
• Minimum of 3 years in healthcare operations related to scheduling, access, clinical systems, or physician practice.
• Minimum of 1 year of experience managing provider templates in Epic.
• Excellent organization, communication and interpersonal skills are required to interact effectively with all levels of staff, as well as external vendors and/or customers.
• Attention to detail, strong organizational skills, and ability to switch tasks frequently.
• Experience with Excel required, experience with Word, Visio, other Microsoft applications strongly preferred.
• 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.
• Ability to create a collaborative team-oriented environment.
• Ability to influence stakeholders without supervisory authority.
• Possess a high level of energy, self-drive, and perseverance.
• Maintains a working knowledge of applicable Federal, State and local laws and regulations, HMH Compliance Program,
• Standards of Conduct, as well as other policies in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
• Ability to identify, collect and analyze operations performance data and other related data to improve performance.

Education, Knowledge, Skills and Abilities Preferred:

• Minimum of 5 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 of experience leading improvement projects or overseeing a team.
• Proficient in Google Workspace (Gmail, Sheets, Docs, Slides, Drive, Data Studio)

Licenses and Certifications Preferred:

• Epic Cadence. 

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