Ambulatory Services provides consulting and practice support to the Ambulatory practices of Brigham and Women's Hospital and Brigham and Women's Physician Organization. Ambulatory Services is charged with supporting ambulatory practices in improving operational, business and administrative outcomes, including but not limited to: service excellence, new patient access, productivity/financial metrics, regulatory compliance; quality, safety, compliance and patient experience. Reporting to the Manager of Ambulatory Business Analysis, the Capacity Management Architect serves as a key member of the Ambulatory Services team which includes Senior Practice Consultants, Senior Project Managers, Project Managers, and Project Coordinators. In addition, s/he will require close collaboration with staff within the clinical departments, analytic teams, and Partners e-Care (PeC).
The Capacity Management Architect will work closely with Operations Business Analysts (OBA) to partner with ambulatory practices to help achieve the goal of improved patient access across Brigham Health. In addition to assisting in gathering and compiling information and reports from multiple systems and departments, identifying access barriers related to templates and Epic decision trees, and optimizing the use of other Epic functionality, specifically related to scheduling/access. Furthermore, s/he will perform a wide range of duties pertaining to building provider's scheduling templates and will be called upon to perform in-depth analysis of template management workflows and auditing to support the governance of template features in the Ambulatory setting.
Principal Duties and Responsibilities:
Collaborate in the design, creation, and building of scheduling templates. This includes evaluating different scheduling functionality to enhance template design to improve throughput and/or access.
Responsible for the initial build and maintenance of physician schedule templates within Epic. Overtime, this may expand to other Epic build functionality.
Collaborates and coordinates with OBAs and practice leaders to process and manage request for schedule changes.
Use Brigham Health guiding principles to evaluate incoming template request and coordinate the change request through completion.
Identify and complete necessary modifications to scheduling templates.
Facilitating dialogue around additional enhancement opportunities that may improve workflows, access, or leverage automation.
Consistently meet or exceed Service level Agreements (SLA) when evaluating and resolving requests.
Document and revise master files to track changes and ensure that they are always up-to-date.
Collaborates with OBAs and PeC to inform and guide the design, build, and editing of scheduling decision trees.
Use Brigham health guiding principles to evaluate decision tree request and coordinate the change through completion.
Evaluate request, update process flow guides to reflect requested changes, and submit accurate tickets to PeC for build.
Facilitate dialog between OBAs, PeC, and practice leaders to ensure request are fulfilled accurately.
Partners with OBAs to conduct testing and ensure request are ready to be moved to production.
Partner with PeC to meet or exceed SLA related to decision tree changes.
Document and revise master files to track changes and ensure that they are always up-to-date.
Collaborates with OBAs and PeC on the creation or modification of visit types, blocks, centers, and other scheduling functionalities.
Updates scheduling templates as appropriate to align with any design changes.
Opens and closes provider templates, distributing 'bump list", and both manages and monitors progress/updates.
As needed, tests provider templates and Decision Trees and monitors for accuracy.
Reviews dashboards, analyzes data, runs template and decision tree reports on a regular basis to identify divergence from guiding principles and agreed upon scheduling practices.
Monitor and communicate deviations in decision tree algorithms, scheduling protocols, SLA concerns.
Communicates to OBA when templates are built, tested, and request has been completed.
Alternatively, communicates any risks to the SLA to OBA and leadership in a timely manner.
Partners with OBAs and leaders to develop and train staff as and existing Epic functionalities change.
Completes all required trainings needed to maintain the appropriate security access in Epic and to meet requirements of work.
Performs other support of Ambulatory Services and the 180+ Ambulatory practices to ensure an efficient, high quality & safe experience for patients, providers, and staff
Qualifications
Bachelor's degree required.
Epic Certification preferred. Knowledge of Epic/Cadence, required.
Minimum of 3 years' experience in healthcare clinic operations with familiarity with EHR scheduling workflows, required.
Minimum of 3 years' experience analyzing workflows processes using process improvement tools or direct experience managing IT systems.
Familiarity with IT systems, electronic health records, and other computer applications.
Experience working with administrative healthcare and clinical data, required.
Strong/Advanced computer skills required.
Experience facilitating and coordinating meetings with various diverse functional groups and stakeholders in person and virtual.
Technical aptitude to fully understand and obtain the knowledge required to effectively collaborate with OBAs and PeC counterparts.
Skills/Abilities/Competencies Required:
Ability to work independently as well as collaboratively at all levels of complex organization.
Ability to manage multiple projects simultaneously to meet department objectives and deadlines consistently, set priorities, and work independently.
Demonstrated ability to interact with all members of the organization in ways that enhance understanding, respect, cooperation, and problem solving.
Excellent interpersonal skills required along with experience in working with multi-disciplinary groups.
Excellent attention to detail.
Strong analytic and decision-making abilities.
Exceptional communication skills- written, verbal, and listening.
Ability to generate and encourage creative ideas, innovative thinking, and imaginative solutions to issues or problems.
Proven track record of maintaining the highest standards of performance, quality, credibility, and integrity.
EEO Statement
BWH is an Affirmative Action Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a 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.
