Contact Center Access Specialist

4 weeks ago

Neptune City, New Jersey, United States Hackensack Meridian Health Full time

About the Role

Hackensack Meridian Health is seeking a highly skilled Contact Center Access Specialist to join our team. As a key member of our Patient Access Center, you will play a critical role in maintaining and updating provider templates across all specialties.

Key Responsibilities

  • Configure and maintain provider and resource templates to ensure accuracy and timeliness.
  • Review new requests to determine impact on standard workflows, Decision Trees, online scheduling, and system configuration.
  • Implement 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 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.

Requirements

  • 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.
  • 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.

Preferred Qualifications

  • 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.

About Hackensack Meridian Health

Hackensack Meridian Health is a leading healthcare organization dedicated to providing high-quality patient care and improving the health of our communities. We are committed to fostering a collaborative and supportive work environment that allows our employees to grow and thrive.

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