Typical pay range: $24.81 - $37.21 hourly, varies on experience.
Ambulatory Access - Remote/Hybrid - Bend, Oregon

ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE: Operational Support Specialist

REPORTS TO POSITION: Ambulatory Access Director or Delegate

DEPARTMENT: Patient Access Services

DATE LAST REVIEWED: October 2024

OUR VISION: Creating Americas healthiest community, together

OUR MISSION: In the spirit of love and compassion, better health, better care, better value

OUR VALUES: Accountability, Caring and Teamwork

DEPARTMENTAL SUMMARY: Patient Access Services is a support services division of St Charles Health System. Patient Access serves as a liaison to inpatient and hospital-based outpatient departments. Ambulatory Access serves as a liaison to ambulatory outpatient departments by providing scheduling, registration, prior authorization, medical record, population health outreach, and project management support. We encourage collaboration between clinical and non-clinical staff to ensure we are providing our community with comprehensive and compassionate health care.

POSITION OVERVIEW: The Operational Support Specialist is responsible for effective creation, organization, updating, implementation, monitoring and reporting of provider, resource, and department scheduling templates. They will establish and implement best practice, template standard work, and maintain department templates with a high degree of accuracy and timeliness in collaboration and alignment with service line leadership goals. The specialist will work to create and implement revenue cycle operational policies, procedures and processes to ensure the highest quality services are provided to all customers.

The specialist will create and maintain strong collaborative relationships with department leaders regarding planning, training, and caregiver support to ensure best practice standard work is followed, and a seamless patient experience is provided. They must demonstrate outstanding customer service skills, relationship building ability, communication skills and strong leadership of assigned areas of oversight, to ensure St Charles Health System goals of efficiency, quality, and caregiver and patient satisfaction are met. This position does not manage other caregivers.

ESSENTIAL FUNCTIONS AND DUTIES:

Responsible for ensuring the Epic Cadence and Prelude build is tested and implemented to support daily operations. This includes but is not limited to; department and resource template accuracy, associated department scheduling components are built and tested, and the templates align with organizational and department goals and needs.

Serve as subject matter expert for patient access functions, templates, and reporting. Work collaboratively with all stakeholders to ensure department templates remain in alignment with access, utilization and productivity goals. Assist team members in reaching department and professional goals by being helpful, dependable and flexible acting as a primary support resource and mentor.

Demonstrate an ability to collaborate, innovate, communicate and implement change across departments, in alignment with established best practice.

Accountable for a high degree of accuracy for all St Charles Health System ambulatory outpatient template resources, with timely follow through on template updates, changes and requests. Demonstrate the ability to manage resources, time and materials by meeting productivity standards.

Provide customer service in a manner that promotes goodwill, is timely, efficient and accurate.

Serve in a resource role in resolving access related issues across all service lines, especially as it relates to the optimization of Epic scheduling templates and operational processes used to support patient access to care, visit utilization, provider template build and productivity targets.

Assist as an operational expert for scheduling and registration functions and roles, related improvement projects and implementations. Serve as liaison between operations, project management, IT, and operational and executive leadership teams.

Interface as needed with the health systems information systems and IT teams, Epic and data analysts to develop reports and dashboards used to monitor, trend and report out department goals and metrics. Responsible for daily, weekly and monthly monitoring and reporting out of access and daily operational related data.

Maintain full knowledge of scheduling and registration operations and act as expert on issues with system software.

Demonstrate commitment to professional growth and competence. Keep abreast of current healthcare and business developments, practices and technology.

Collaborate with teams to review processes and identify/implement opportunities for improvements, applying Lean principles, concepts and tools. Support improvement work with energy and enthusiasm, functioning as a champion of change.

Support the vision, mission and values of the organization in all respects.

Provide and maintain a safe environment for caregivers, patients and guests.

Conduct all activities with the highest standards of professionalism and confidentiality. Comply with all applicable laws, regulations, policies and procedures, supporting the organizations corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

May perform additional duties of similar complexity within the organization, as required or assigned.

EDUCATION

Required: High School Diploma or GED

Preferred: Bachelors Degree

LICENSURE/CERTIFICATION/REGISTRATION

Required: N/A

Preferred: Epic Cadence Certification (within 1 year of hire date)

EXPERIENCE

Required: Five (5) years of experience in healthcare setting.

Preferred: Three (3) years experience in a supervisory or team lead role.

PERSONAL PROTECTIVE EQUIPMENT

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

ADDITIONAL POSITION INFORMATION:

Must have excellent communication and organizational skills with ability to interact with a diverse population and professionally represent St. Charles Health System with internal and external sources.

Must adapt quickly to frequent process changes and improvements.

Is reliable, engaged, and provides feedback as to improve processes and policies.

Attends all department, team, and company meetings as required.

Requires exceptional critical thinking and analytical skills with the ability to work under minimal supervision.

Requires strong communication, customer service interpersonal skills and telephone etiquette.

Ability to prioritize workflow according to pre-set instructions.

Strong teamwork and collaborative skills.

Excellent organizational skills, written and oral communication and customer service skills, particularly in dealing with stressful personal interactions.

Ability to multi-task and work independently.

Attention to detail.

Performs basic math (add, subtract, multiply and divide) calculations.

Performs intermediate to advanced math (analysis, statistics, significant data or number manipulation).

Basic to intermediate ability and experience in computer applications, specifically electronic medical records system and MS Office.

May cover mutliple locations and specialities outside of home department.

Must have the ability to adapt to meet operational support needs at any SCHS location.

Schedule Weekly Hours:

40

Caregiver Type:

Regular

Shift:

Variable (United States of America)

Is Exempt Position?

No

Job Family:

SPECIALIST

Scheduled Days of the Week:

Monday-Friday

Shift Start & End Time:

Varies - Mainly 7:30 -4:30

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