Req#: R32977
Category(s): Administrative Support, Staff Assistant
Full Time / Part Time: Full-Time
Shift: First
SUMMARY DESCRIPTION
Under the direction of the Program Manager or Director of the Service Line, the Scheduler-2 is responsible for detailed and complex schedules of a regional service line. This includes working with patients, providers, Contact Center, ancillary departments, and insurance companies to coordinate appointments, case schedules, and pre/post-procedure care. The position assists with building and maintaining the department schedule/block schedule as needed. Oversees the build of the provider staffing schedule utilizing current scheduling applications.
This role works collaboratively as a member of a multidisciplinary, interdepartmental clinical team and partners with the Contact Center, Surgical Services, Risk Management, Patient Financial Services, Information Technology, Denials, and Capacity Management teams to ensure coordination of services for patients, providers, Practice Managers/Supervisors/Nurse Managers.
Responsibilities include ensuring adequate assignments of physicians in all sites of care including practice locations, operating rooms, procedural suites, and consulting services to ensure maximum efficiency. This position must be able to work collaboratively with physician leaders, directors, and managers to ensure physician coverage needs are met in each clinical area.
Excellent interpersonal skills and communication skills that support interacting with multiple healthcare team members are required. It requires the ability to multitask and manage complex processes. Assumes additional responsibilities as necessary to support surgical services scheduling procedures.
The incumbent in this position will partner and consult with the BMP leadership and Providers to build and maintain master schedules that support the expected practice hours and schedules. The incumbent will work collaboratively with practice managers to ensure schedule optimization and adherence to all provider's expected hours in the clinic and offer coaching as necessary or requested. Consistent schedule audits will be performed and results will be communicated to practice and Access management. Responsible for oversight and organization of approved provider advanced time off requests, CME, or vacation time.
The incumbent will provide schedule-building education and support to BMP practices.
Responsibilities include building, monitoring, coaching, and reporting BMP practice schedule utilization to leadership.
JOB REQUIREMENTS
- Creates complex multidisciplinary physician schedules, and adjusts schedules to meet the daily changes in clinical needs of the hospital, diagnostic labs, or practice schedule. Ensures that adequate physician coverage across all services is consistent and appropriately met.
- Manages, monitors, and troubleshoots the daily input to the schedule. Runs reports from all computer systems to assist in monitoring the schedules. Monitors and maintains the workflow as required so that the appropriate people, places, and equipment are where they should be. Anticipates and troubleshoots potential problems to take corrective actions. Prepares activity reports on volume, performs daily quality data review, and makes appropriate corrective actions, using all appropriate computer systems. Assists in the reconciliation of the schedule and management of the scheduling systems to include, but not limited to, block schedule rules and other utilities.
- Works closely with patients to coordinate their surgical care; facilitates all patient care needs including the scheduling of medical clearance, interpreter services, special equipment, pre, and post-operative appointments. Utilizes computer programs such as CIS to facilitate and document patient correspondence for all cases. Will be available for patient questions regarding the coordination and scheduling of their care. Identifies patient/family needs in regards to scheduling. Assesses the potential impact on the patient/patient’s family and provider when making decisions. When the best course of action is not available, propose alternatives within guidelines.
- Develops and coordinates a systematic approach to identify coverage needs far in advance, develops and communicates action plans with medical and administrative leaders, and sustains appropriate physician coverage in all service line departments.
- Coordinates service line or divisional coverage to maximize efficiency, physician skill set, and utilization of operating rooms and procedural suites.
- Collaborates with the staff in the department, Patient Contact Center, Department of Anesthesia, Surgical services, through daily interaction and through formal meetings. Promotes relationships based on mutual respect and support. Communicates effectively with staff/colleagues/physicians and other members of the health care team.
- Articulates and presents objective assessments of physician coverage need to Program Manager or Service Line Director to avoid adversely impacting service line operations.
- Provides ongoing education and process improvement to providers and staff as it relates to schedule management.
- Regularly meets and communicates with providers to assess the scheduling optimization process and collaborate to make the process and schedules better for patients as well as providers.
- Disseminates schedules and changes to appropriate hospital departments, practices, and imaging sites across the regional service area. This includes appropriate notification of key personnel for implementation into various databases.
- Performs duties in an independent manner with minimal direct supervision. Offers suggestions or positive changes in policies, procedures, and forms. Recognizes and performs duties that are not directly assigned (keeping work areas neat, orderly, and well stocked etc.).
- Takes ownership and accountability for accomplishing work assignments. Serves as a teacher/leader/role model in fostering a collaborative environment.
- Tactfully handles difficult situations with patients, visitors, and co-workers. Works well and cooperatively with supervisors and those in leadership roles. Demonstrates good rapport and cooperative working relationships with peers, the various practices, physicians, nurses, and other BMC departments including outside medical and/or related personnel.
- Builds and maintains BMP provider master schedules; has oversight of approved time away from the office.
- Monitors daily schedules to ensure schedule optimization and performs audits ensuring schedules are built to expect.
- Ability to/Knowledge of:
- Changes and requirements of Medical Staff privileges and procedure capabilities at various locations for surgeons.
- Equipment requirements for procedures and scheduling capabilities.
- Relationships/scheduling of residents/students with attending surgeons.
- Ancillary scheduling resources.
Qualifications
Unless otherwise required by certification, licensure, or registration, an equivalent combination of education and experience that provides proficiency in the areas of responsibility listed in this description may be substituted for the minimally required education and/or experience listed in the Qualifications section below.
MINIMALLY REQUIRED EDUCATION
High School / GED
PREFERRED EDUCATION
Associates Degree
MINIMALLY REQUIRED EXPERIENCE
Five or more years of experience in an administrative role is required.
PREFERRED EXPERIENCE
Five or more years managing complex multi-disciplinary schedules, and strongly prefer experience in physician and medical procedure scheduling.
SKILLS/COMPETENCIES
Demonstrated competence in communication; schedulers will be communicating in person, by phone, and in writing to patients, their families, coworkers, physicians, and critical departments daily. Schedulers need to master communication skills such as listening, questioning, managing misunderstandings, credibility, and being culturally sensitive as appropriate.
Schedulers need to make judgment calls daily; they need to be aware of the impact of decisions on patients, their families, physicians, and other departments. Schedulers must be able to find alternatives to minimize the impact of decisions.
Schedulers need to demonstrate competencies in organization skills to efficiently manage time, workload, resources, priorities documentation, planning, and follow-up.
Requires strong computer skills; schedulers work with the Windows environment and with electronic medical records, automated practice management software, patient access systems, databases, and networks. Experience with Microsoft Office Suite, Centricity Business (Out-Patient Registration), CIS (Cerner), SMS (In-patient Registration), QGenda, and eWorkplace is preferred.
You Belong At Baystate
At Baystate Health, we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.
DIVERSE TEAMS. DIVERSE PATIENTS. DIVERSE LOCATIONS.
Education:
Associates of Science, GED or HiSET (Required)
Certifications:
Equal Employment Opportunity Employer
Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.
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