OverviewOur 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 Manager, Access & Referrals position will bring value to the Operational Learning Team by providing workflow optimization and quality assurance for the Physician Enterprise. This position will assist the team by updating and maintaining workflows for physician practices both live and not yet live in Epic. The Manager, Access & Referrals is responsible for validating /creating and updating workflow documentation for current and new Epic functionality, maintaining and continually updating the library of recommended workflows, partnering with the operational training team to ensure alignment of training and workflow offerings, and providing quality assurance for the operations/administrative team, patience access center and referral coordinators. This position works closely with IT Application Analysts to deliver outstanding results on behalf of the Operational Learning Team. This position will also manage the referral coordinators, their workflow, and optimize provider referrals management of the Physician Services Division. The position will be based primarily in the northern region, but will provide services to all HMHMG regions.ResponsibilitiesA day in the life of a Manager, Access & Referrals at Hackensack Meridian Health includes:
Provide tactical leadership in the development, implementation and maintenance of operational workflows. Leads efforts to develop new flows in EPIC, provides expertise in adjusting flows as needed, organizes the training plan for new or revised flows.
Validate and update Epic workflows used in our practices.
Maintain and update library of recommended workflows.
Review workflows for inaccuracies and coordinate with Training/Operations/ Application Analyst to adjust as needed.
Provide tactical leadership in the development, implementation and maintenance of operational workflows. Leads efforts to develop new flows in EPIC, provides expertise in adjusting the flows as needed, organizes the training plan for new or revised flows.
Prepare team notifications for workflows being uploaded to learning management systems, or any new processes.
Provide feedback related to actual situations observed, work with staff one on one and in group settings, monitor staff for improvements, and determine if other areas of focus become needed.
Monitor practice compliance with key operational activities to assure that practices are following procedures; re-trains practices as needed on key operational procedures.
Present workflow updates to providers and team members involved.
Create /update workflows for specialty projects within the Epic applications of Epiccare Ambulatory, Cadence/Prelude, and Resolute Professional Billing.
Assist Epic Application analyst with the creation of workflows that are missing in the workflow library.
Work with the Operational Training Team to design and create an orderly workflow and FAQ documentation.
Provide focused education to providers and team members involved in key operational activities. Develops and maintains a re-training schedule to maintain high levels of compliance and understanding of key operational flows.
Report on practice assessments and collaborate with Physician Services Division administration to continuously ensure compliance, enhance patient, physician and team member satisfaction.
Embody HMHN culture of improvement by using tools and methodologies such as the Model for Improvement and Plan-Do-Study-Act (PDSA) Cycles.
Work on a variety of projects within Epic applications (Epiccare Ambulatory, Cadence/Prelude and Resolute Professional Billing) as determined by Operational Training Dept leadership.
Assist practice managers with updating their Practice Guide and Insurance exceptions list for the PAC
Work with practice managers to update the provider scheduling templates with correct session limits and blocks for PAC to schedule appts and for patients to utilize Online Scheduling.
Identify and Implement decision tree enhancements for the PAC; collaborating with stakeholders.
Attend go live meetings. Troubleshoot any issues or concerns PAC may have with a practice.
Staff, train, coach and develop direct reports. Provides ongoing feedback and completes annual performance evaluation
Manage regional referral coordinator pods day to day operations, including workflow productivity and reporting out on referrals managed and closed in Epic.
Create referral reports that measure the success of referrals worked by referral coordinators for the physician enterprise. Reports are to highlight productivity, barriers, opportunities, and service gaps.
Meets with practices serviced by the referral coordinators to optimize efficiency, knowledge transfer, and intel gathering as it relates to network integrity.
Meets with referral coordinator regional pods regularly to provide Epic workflow updates, assess referral coordinator productivity and referral progress. Gather feedback from referral coordinators to then collaborate with operations managers to enhance network integrity.
Training and quality control for making appointments by referral coordinators
Other duties and/or projects as assigned.
Adheres to HMH Organizational competencies and standards of behavior.
QualificationsEducation, Knowledge, Skills and Abilities Required:
Four (4) year degree in healthcare administration, business administration, public administration, program or project management, IT, health informatics, or a related field.
Minimum of three (3) years of experience analyzing/testing/developing EHR workflows.
Minimum of one (1) year of experience in clinical setting or similar or relevant role.
Highly skilled at managing tasks and details.
Ability to work on multiple programs and projects at any given time.
Ability to break down complex processes into discrete process steps.
Excellent interpersonal, intercultural, and customer service skills.
Excellent communicator with the ability to successfully communicate with a wide range of roles and personalities.
Familiarity with improvement methodologies and tools such as the Model for Improvement and/or Lean.
Experience with facilitation and change management.
Technical aptitude to fully understand and obtain the knowledge required to effectively collaborate with Application Analyst and Training teams.
Flexible in schedule based on the needs of the business (including evening/weekends).
Ability to work independently and efficiently from an in-person or home office environment.
Understanding of patient access center and referrals management.
Ability to travel based on business requirements for in person instruction/support.
Excellent written and verbal communication skills.
Proficient computer skills that may include but are not limited to Microsoft Office and/or Google Suite platforms.
Education, Knowledge, Skills and Abilities Preferred:
Minimum of one (1) year of experience using process improvement tools e.g., VISIO or comparable program.
Licenses and Certifications Required:
EPIC Credentialed.
If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!Department Referral Initiative 231Site HMH Physician Services, Inc.Job Location US-NJ-NeptunePosition Type Full Time with BenefitsStandard Hours Per Week 40Shift DayShift Hours 9 a.m. - 5 p.m.Weekend Work No Weekends RequiredOn Call Work No On-Call RequiredHoliday Work No Holidays Required
