Patient Access Liaison

1 month ago

Hamtramck, United States Henry Ford Health System Full time

This non-exempt position will be in person working day hours at the New Center One building in Detroit, with the potential to work one day a week from home once trained.

GENERAL SUMMARY:

This role will function as the owner of the product line master schedule template, solely own schedule changes, collaborate with other scheduling areas (Contact Center and RPO) and be responsive to patient scheduling needs. Under general supervision, assumes responsibility for proactively understanding,
managing, and reporting on the outpatient availability of all scheduled clinic resource time within a given clinical specialty, across all sites of practice. This will include acting as a centralized resource to facilitate patient access and scheduling for referring physicians, patients, and others.

The responsibilities include acting as a centralized resource for the specialty across all sites of practice to ensure standardized and consistent scheduling practices, protocols, and procedures for all scheduled clinic resources. Responsibility also includes owning all departmental provider templates and
ensuring consistent master schedules for all scheduled clinic resources throughout the entire service line.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Builds, amends and maintains the master clinic schedule.
  • Creates and provides access reports to and obtains action approval from director and division head or chair.
  • Tracks utilization, lead-time, and all other access related issues.
  • Presents data regularly to department (division) leadership.
    • Acts as a central resource for the entire specialty across all sites of outpatient practice to:
    • Ensure coordinated and standardized scheduling practices, policies, and procedures.
    • Manage, monitor, and track the physician FTE breakdown (i.e. inpatient vs. outpatient time, research, medical education, and others).
    • Facilitate referring physician and patient access when usual routes are not satisfactory to meet expectations or demand.
    • Monitor clinician staffing and report to meet demand at all sites. Clinical and administrative leadership should be alerted if there will be inadequate supply of clinician clinic time to meet existing or expected patient demand. Proactive resource allocation may be required to meet demand.
    • Manage and monitor physician and midlevel provider requests for clinic schedule closure or cancellation in accordance with established standards.
    • Ensure all providers open and maintain a minimum clinic-scheduling horizon of "current plus three months."
    • Ensure consistent physician and midlevel provider master schedule construction and maintenance. This may include:
      • Maintaining standardized scheduling appointment type codes.
      • Standardized use of reserve and hold times based on an understanding of impact on patient access.
      • Standardized interval lengths and appointment lengths.
    • Review patient access metrics, dashboards, or other reports and share issues and learning with departmental leadership.
    • Prepares a variety of access reports for use by clinical and administrative leadership.
    • Maintaining physician Scheduling protocols in collaboration with scheduling protocols with the contact center.
    • Demonstrate competency to schedule patient clinic appointments.
    • Monitor and Measure current and past demand to best anticipate future need and meet patient expectation.
  • Performs other duties as assigned.
EDUCATION/EXPERIENCE REQUIRED:
  • High School or G.E.D. equivalent.
  • Associates degree/ two years or more of college is preferred.
  • A minimum of three (3) years of experience in a business office/healthcare environment including experience with scheduling appointments and schedule
    maintenance.
  • Analytical ability required preparing physicians' schedules is preferred.
  • Familiarity with computer applications in a PC and patient scheduling environment is required as well as the strong Microsoft office skills.

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