Hours: 40 hours per week; Monday through Friday from 8:30 AM to 5:00 PM EST.

Location: Fully remote.

Job Profile Summary:

This role focuses on performing activities associated with evaluating, developing, recommending, implementing, and carrying out the policies and procedures related to the delivery of high quality patient care. In addition, this role focuses on performing the following Customer Service duties: Guides the patient through the healthcare system and works to overcome obstacles that are in the way of the patient receiving the care and treatment they require.  A professional individual contributor role that may direct the work of other lower level professionals or manage processes and programs.   The majority of time is spent overseeing the design, implementation or delivery of processes, programs and policies using specialized knowledge and skills typically acquired through advanced education. An experienced level role that applies practical knowledge of job area typically obtained through advanced education and work experience.   Works independently with general supervision, problems faced are difficult but typically not complex, and may influence others within the job area through explanation of facts, policies and practices.

Job Overview

Under general supervision of the Manager of Capacity Management, this position supports patient access through processing of Cadence (EPIC) support tickets regarding new template build, template changes, and other related activities. The position processes clinical department requests within appropriate time frames and reviews for compliance with the Tufts Medicine Cadence Clinician Template Guidelines.  The position displays initiative in resolving missing information/non-compliant template requests, via telephone calls and/or meetings with department personnel. This position also participates in testing of new enhancements and upgrades, as well as major template changes.

Job Description

Minimum Qualifications

1. Bachelor’s degree and Four (4) years healthcare business analyst/ IT experience or;

2. Graduate degree and 3 years healthcare business analyst/ IT experience

Preferred Qualifications:

1. Epic Cogito Analytics/ Reporting highly preferable 

2. SQL Experience

3. Epic Cadence Certification

Job Description

1. Serves as a subject matter expert and ambassador when meeting with department administrative and clinical leadership to discuss and implement scheduling workflow and capacity/template design changes.

2. Manages a portfolio of clinical ambulatory departments and is responsible for ensuring departments meet their access and capacity goals via template design.

3. Reviews each template request for conformity with Tufts Medicine Cadence Clinician Template Guidelines, follows up with clinical department personnel (Administrator, provider, staff) for resolution and consistently meets or exceeds service expectations.

4. Takes initiative to meet with clinical department personnel to obtain missing information needed to process the ticket within an appropriate time frame.

5. Uses system knowledge and critical thinking skills in building new templates /modifying existing templates.

6. Understands implications of changes (visit types, durations, session limits, session time changes, etc.) and discusses any concerns with Manager, as appropriate.

7. Reports any pattern or abuse of the Epic templates, template guidelines and/or change processes to Management, providing details of suspected abuse.

8. Documents all template changes/requirements in Smartsheets for historical reference.

9. Communicates new templates/changes to requester, Department Administrator, Tufts Medicine Access Center, etc.

10. Collaborates with the Tufts Medicine Access Center team to resolve issues, improve workflows and patient access.

11. Understands functionality of assigned application(s), the workflows have been defined, and the reasoning behind them.

12. Working knowledge of Cadence security as it pertains to template build and ability to troubleshoot scheduling issues.

13. Serves as a subject matter expert and ambassador when meeting with department administrative and clinical leadership to discuss and implement scheduling workflow and capacity/template design changes.

14. Assists with training new employees in primary applications as needed.

15. Assists with template optimization, including basic review of templates, visit types, etc. to identify anything that appears to be setup incorrectly.

16. Attends and participates in internal and interdepartmental meetings, as requested.

17. Assists with testing for system upgrades, enhancements, etc.

Skills and Abilities

1. Understands and applies knowledge of medical practice operations, scheduling, and the specifics of Epic and Cadence functionality.

2. Ability to manage multiple tasks simultaneously, set priorities and understand the enterprise environment and competing priorities in conjunction with developing/meeting project goals.

3. Works independently as well as collaboratively with team members, building strong working relationships.

4. Ability to work with people cooperatively and effectively from all organizational levels and build consensus through negotiation and diplomacy.

5. Effectively communicates with colleagues at all levels of the organization, including Tufts Medicine Access Center team members, Information Systems, clinic staff, administrators, and physicians.

6. Commitment to high quality customer service.

7. Proven organization and analytical skills. Demonstrated ability to identify problems and follow through until resolution. Exhibit sound and accurate decision making and serve as an expert resource for problem solving.

8. Independently motivated and a self-starter.

9. Remain flexible and adaptable within a fast-paced environment and with rapidly changing requirements, working well in ambiguity; able to quickly learn new processes and procedures.

10. Excellent written and verbal communication and presentation skills. Able to communicate technical information in lay terms.

11. Experience with Epic, MS Excel, MS PowerPoint, MS Outlook, MS Word required.

12. Experience with MS Visio, SharePoint, and Smartsheets a plus.

Tufts Medicine is a leading integrated health system bringing together the best of academic and community healthcare to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Hospital, Lawrence Memorial Hospital of Medford, Care at Home - an expansive home care network, and large integrated physician network. We are an equal opportunity employer and value diversity and inclusion at Tufts Medicine. Tufts Medicine does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation by emailing us at careers@tuftsmedicine.org.