Sr. Systems & Operations Administrator

The Stamford Hospital•Stamford, CT

39d

About The Position

In partnership with SHMG senior leadership and the access department, design and govern ePIC scheduling tools to promote patient access, operational efficiency, and service line productivity in accordance with policy and industry standards. Creates and maintains all scheduling tools such as templates, decisions trees, epic cadence functions, phone trees, referral pathways, online scheduling build, etc. in partnership with key stakeholders. Assess capacity, referral management/flow, and recommend solutions to resolve barriers. Oversee incoming and outgoing referral workflows of service line. Oversee NSA workflows to maintain compliance. Develop and recommend guiding principles, tactics and procedures that achieve maximum capacity to support optimal access to care for patients and referral sources in partnership with director of operations. Focus on growing new patient volumes for the primary service. Offers guidance on best practices and opportunities to build provider templates according to guidelines. Coordinates template reviews with each Operations Director, Medical Directors, Executive Director, COO, to ensure templates match demand, minimize barrier, and promote access. Partners with Director of Operations to ensure optimal scheduling templates. Develops ongoing audit of templates and scheduling practices to ensure consistency with scheduling and referral policies. Maintain schedule templates, decision trees, and epic cadence system functionality in accordance with policy. In partnership with SHMG practice management, marketing, and the IS department maintains online scheduling functionality in accordance with policy. Manages user permissions, requests for template changes and configurations with (EMR) Epic, to optimize providers schedules. Initiates project management tracking for templates/access improvement across the service line. Promotes accountability across sites proactively identifies capacity issues in collaboration with site leaders to develop action plans. Partners with Contact Center/Site leadership to optimize scheduling requests and referral management performance to ensure access goals and scheduling calls are aligned. Oversee management of primary care contact center operations and functions as directed by Director of Operations to include qualitative and quantitative measures in alignment with telephony industry standards. In partnership with operational leadership, oversees all primary care New Patient scheduling functions in a manner that delivers high quality scheduling and registration outcomes and an exceptional patient experience. Develops and manages within a framework of identified service standards, ensuring consistent high performance. Manage practice access data and dashboard. Generates and shares NICE InContact and ePIC reports with SHMG leadership related to performance and productivity. Supervises staff and oversees the management of all administrative activities of direct reports. Resolves any medical-administrative scheduling concerns in collaboration with the Medical Site Directors and Practice Management. Responsible for implementing the organization's mission and SHMG's strategic vision in a collaborative leadership style. Facilitates collaborative problem solving and communication with the physicians regarding scheduling template performance and physician productivity. Acts as a system administrator and recommends, develops, and implements improvements related to NICE InContact and ePIC cadence system functionality. Inform physicians and Directors about current trends, problems and recommended improvements. Oversight and adherence to clinic operating policies and procedures in collaboration with the Clinical Services Department as appropriate. Completes schedule template requests timely. Performs data analysis and assess current operational schedule utilization trends in EMR, identify bottlenecks, and propose solutions to improve efficiency and better patient outcomes. Create access optimization with customized user preferences, utilizing EMR, rules and order sets to improve schedule flow, collect schedule utilization data to monitor progress and percent of template utilized. Runs a report in EMR, to identify when and who made changes to templates in EMR. Primarily responsible for all optimization of integrated scheduling platforms (ex: Epic direct/Open access scheduling, My chart, Zocdoc, etc.) Maintains up to date knowledge on industry trends, emerging solutions to drive continuous improvement. Collaborates with IT & Telecommunications in the design, adoption, and optimization of access related tools and technology, with a focus on ePIC and NICE InContact. Oversee efforts for recruitment, development, and performance evaluation of employees in collaboration with Human Resources and the director. Oversees the business and financial affairs of the primary care contact center, scheduling, and referral management team in collaboration with the Revenue Cycle and Finance Departments. Champion for the implementation and maintenance of Patient Centered Medical Home and Planetree. Maintains compliance with all applicable laws and regulations. Ensures ongoing commitment to excellence customer service and supports the customer service plan. Ensures compliance with and knowledge of the company's Code of Conduct by all subordinates to ensure an ethical work environment. Practices and adheres to Stamford Health's "Code of Conduct" philosophy, SHMG's Standards for Service Excellence and organizational values of: Teamwork, Integrity, Compassion, Respect and Accountability. Completes required continuous training and education, including department specific requirements. Complies with departmental organizational policies and procedures and adheres to external agency requirements. Performs other duties as assigned. Foster continuous methods to develop innovative approaches to add valued convenience to the patient experience from moment of initial contact. Drive a patient centric focus to allow patient scheduling based on patient preference of location, availability and/or provider. Support Director and make recommendations to manage call performance, phone metrics, and staffing levels to meet patient needs. Oversees tracking/reporting on all phone & access related metrics. Provide leadership and direction including communication and collaboration with leaders and director to deliver goals of ambulatory access. Leads Primary Care Access Governance and system tools. Ensures that all websites are up to date and all online scheduling functionality is working as expected. Defines and manages role-based access controls to Ambulatory Management/template Editor in EMR to ensure that staff can only see/edit the information they need to perform their duties.

Requirements

Bachelor's degree required in business or healthcare; master's preferred.
5 plus years managing a medical practice, contact center, or as a patient access administrator with exceptional leadership and organizational/business management skills required.
Epic cadence certified or willingness to become certified.
Strong human resources and supervisory experience with 25+ employees.
Strong time management and project management skills.
Effective communication skills, both verbal and written English proficiency required
Excellent presentation and interpersonal skills.
Demonstrated success in program implementation, operations, and fiscal management.
Excellent knowledge of information technology and its application to the health care environment.

Nice To Haves

Operational Epic experience is strongly preferred.

Responsibilities

design and govern ePIC scheduling tools
Creates and maintains all scheduling tools
Assess capacity, referral management/flow, and recommend solutions to resolve barriers.
Oversee incoming and outgoing referral workflows of service line.
Oversee NSA workflows to maintain compliance.
Develop and recommend guiding principles, tactics and procedures that achieve maximum capacity to support optimal access to care for patients and referral sources in partnership with director of operations.
Focus on growing new patient volumes for the primary service.
Offers guidance on best practices and opportunities to build provider templates according to guidelines.
Coordinates template reviews with each Operations Director, Medical Directors, Executive Director, COO, to ensure templates match demand, minimize barrier, and promote access.
Partners with Director of Operations to ensure optimal scheduling templates.
Develops ongoing audit of templates and scheduling practices to ensure consistency with scheduling and referral policies.
Maintain schedule templates, decision trees, and epic cadence system functionality in accordance with policy.
In partnership with SHMG practice management, marketing, and the IS department maintains online scheduling functionality in accordance with policy.
Manages user permissions, requests for template changes and configurations with (EMR) Epic, to optimize providers schedules.
Initiates project management tracking for templates/access improvement across the service line.
Promotes accountability across sites proactively identifies capacity issues in collaboration with site leaders to develop action plans.
Partners with Contact Center/Site leadership to optimize scheduling requests and referral management performance to ensure access goals and scheduling calls are aligned.
Oversee management of primary care contact center operations and functions as directed by Director of Operations to include qualitative and quantitative measures in alignment with telephony industry standards.
In partnership with operational leadership, oversees all primary care New Patient scheduling functions in a manner that delivers high quality scheduling and registration outcomes and an exceptional patient experience. Develops and manages within a framework of identified service standards, ensuring consistent high performance. Manage practice access data and dashboard.
Generates and shares NICE InContact and ePIC reports with SHMG leadership related to performance and productivity.
Supervises staff and oversees the management of all administrative activities of direct reports.
Resolves any medical-administrative scheduling concerns in collaboration with the Medical Site Directors and Practice Management.
Responsible for implementing the organization's mission and SHMG's strategic vision in a collaborative leadership style.
Facilitates collaborative problem solving and communication with the physicians regarding scheduling template performance and physician productivity.
Acts as a system administrator and recommends, develops, and implements improvements related to NICE InContact and ePIC cadence system functionality.
Inform physicians and Directors about current trends, problems and recommended improvements.
Oversight and adherence to clinic operating policies and procedures in collaboration with the Clinical Services Department as appropriate.
Completes schedule template requests timely. Performs data analysis and assess current operational schedule utilization trends in EMR, identify bottlenecks, and propose solutions to improve efficiency and better patient outcomes.
Create access optimization with customized user preferences, utilizing EMR, rules and order sets to improve schedule flow, collect schedule utilization data to monitor progress and percent of template utilized.
Runs a report in EMR, to identify when and who made changes to templates in EMR.
Primarily responsible for all optimization of integrated scheduling platforms (ex: Epic direct/Open access scheduling, My chart, Zocdoc, etc.)
Maintains up to date knowledge on industry trends, emerging solutions to drive continuous improvement.
Collaborates with IT & Telecommunications in the design, adoption, and optimization of access related tools and technology, with a focus on ePIC and NICE InContact.
Oversee efforts for recruitment, development, and performance evaluation of employees in collaboration with Human Resources and the director.
Oversees the business and financial affairs of the primary care contact center, scheduling, and referral management team in collaboration with the Revenue Cycle and Finance Departments.
Champion for the implementation and maintenance of Patient Centered Medical Home and Planetree.
Maintains compliance with all applicable laws and regulations.
Ensures ongoing commitment to excellence customer service and supports the customer service plan.
Ensures compliance with and knowledge of the company's Code of Conduct by all subordinates to ensure an ethical work environment.
Practices and adheres to Stamford Health's "Code of Conduct" philosophy, SHMG's Standards for Service Excellence and organizational values of: Teamwork, Integrity, Compassion, Respect and Accountability.
Completes required continuous training and education, including department specific requirements.
Complies with departmental organizational policies and procedures and adheres to external agency requirements.
Performs other duties as assigned.
Foster continuous methods to develop innovative approaches to add valued convenience to the patient experience from moment of initial contact.
Drive a patient centric focus to allow patient scheduling based on patient preference of location, availability and/or provider.
Support Director and make recommendations to manage call performance, phone metrics, and staffing levels to meet patient needs.
Oversees tracking/reporting on all phone & access related metrics.
Provide leadership and direction including communication and collaboration with leaders and director to deliver goals of ambulatory access.
Leads Primary Care Access Governance and system tools.
Ensures that all websites are up to date and all online scheduling functionality is working as expected.
Defines and manages role-based access controls to Ambulatory Management/template Editor in EMR to ensure that staff can only see/edit the information they need to perform their duties.