Job Abstract

Job Overview:

The Change Integration Analyst is responsible for the design, implementation, and ongoing maintenance of system integrated scheduling pathways for both physician and hospital-based appointments. Serves as the subject matter expert in scheduling workflow representing the business to continuously optimize centralized access services through the use of technologies such as: Epic advanced decision tree logic, Epic CRM application and clinical message routing, physician and resource schedule templates, scheduling instructions and protocols, and other scheduler reference tools. Partners with key clinical stakeholders to identify and proactively mitigate scheduling issues or barriers to access, designs and implements solutions. Facilitates all patient access Epic related changes with IT to provide structured timelines and oversight for go-live or change management support for scheduling contact centers. Acts as the liaison between the business units, IT, and front-end users, scheduling and facilitating all business requirement sessions as well as creating operational workflows that encompass all areas of the assigned project. Analyst will also be tasked with creating and facilitating items such as training material creation, user training or validation, as well as general access contact center support for any change of process.

Qualifications:

Required:

• Minimum one year in a customer service
• Minimum one year experience in healthcare with emphasis in appointment scheduling
• Bachelor’s Degree in Business Administration, Computer Science or related field. Experience may be considered in lieu of degree

Preferred:

• Minimum one year direct work experience in a project management capacity preferred
• Extensive knowledge of Epic EMR scheduling modules including decision trees and CRM preferred
• Knowledge of medical terminology preferred

Essential Functions:

• Delivers service excellence utilizing people, processes and technology as it relates to project management while supporting and coordinating efforts related to the full project life cycle of Patient Access.
• Plans, coordinates, and executes the discovery, design, documentation of patient access Epic workflows in systematic schemas for IS build translation in alignment with the strategic goals of the enterprise.
• Participates in the definition of project scope, goals and deliverables that support business goals in collaboration with senior management, project directors, business owners and stakeholders.
• Gathers business requirements from RWJBH stakeholders to develop a patient centric scheduling approach through the use of Epic and other ancillary systems. This includes initial implementation and ongoing change management and support of all scheduling workflows and system configuration.
• Participates in capacity management through analysis of scheduling and template workflows to ensure alignment with organizational throughput goals.
• Works with the training team to develop specific training, lesson plans and communication for end-users for both implementations and any ongoing changes to processes.
• Participates in go-live deployment of patient access programs and troubleshoots functional issues that may arise and/or escalate as necessary.
• Logs, tracks, analyzes and coordinates all system changes, implementations, as well as resolves issues related to scheduling modification or enhancements.
• Communicates project expectations to team members and stakeholders in a timely and clear fashion. Continues to manage project expectations with team members and other stakeholders.
• Develops and delivers timely and accurate progress reports, proposals, requirements documentation, and presentations to project stakeholders and management.
• Conducts post project reviews and documents recommendations reports in order to identify successful project elements and opportunities for improvement.
• Performs other duties as needed.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.