Operations Specialist

Position Summary

The Scheduling & Training Coordinator is responsible for supporting clinical workflow excellence across the practice by overseeing physician scheduling, providing training and support for the NextGen EHR/EPM systems, and managing select operational functions at the McKelvey site. This role ensures accuracy, consistency, and efficiency in daily clinical operations while elevating staff competency and enhancing the overall patient care experience.

Key Responsibilities

1. Physician Scheduling & Template Management

•    Manage all daily physician schedules, including adjustments, template builds, template changes, cancellations, and call schedules.

•    Communicating the above to applicable team members. Initiating patient communication using the Luma tool. 

•    Maintain a high degree of accuracy and attention to detail, ensuring schedule integrity and preventing errors affecting patient care.

•    Serve as primary contact for providers regarding scheduling needs, questions, and updates.

•    Collaborate with the Practice Administrator and clinical leadership to ensure schedules meet access, productivity, and operational requirements.

2. EHR/EPM Training & Support (NextGen)

•    Serve as the primary trainer for NextGen EHR and EPM for clinical and front-office teams.

•    Develop standardized training materials, quick guides, workflows, and competency tools.

•    Lead new-hire onboarding for EHR/EPM and provide ongoing training for skills improvement and workflow consistency.

•    Evaluate workflow issues and collaborate with leadership to identify training or process improvement needs.

•    Participate in system upgrades, optimization projects, workflow redesign, and user acceptance testing.

3. Operational Support for the McKelvey Office

•    Assume responsibility for operational areas at the McKelvey site, including:

• Daily huddles and communication routines
• Employee engagement activities
• Support for internal communication pathways between the McKelvey team and leadership
• Collaboration with the Practice Administrator and Clinical Manager to identify workflow gaps and operational needs

•    Act as an on-site presence for staff support, coaching, and coordination.

•    Provides Backup Clinical and Front Office Coverage:

Serve as a backup Medical Assistant and Front Desk team member during staff call-offs, unexpected absences, or periods of high volume. Perform all associated duties within scope of training, including rooming patients, assisting providers, supporting check-in/check-out workflows, and ensuring continuity of patient care and customer service.

4. Clinical Workflow Excellence & Quality Support

•    Partner with clinical and business leads to reinforce standardized workflows and best practices across all locations.

•    Monitor adherence to clinical and business processes and identify opportunities for training, coaching, or workflow redesign.

•    Collaborate with management on quality improvement initiatives and data-driven performance enhancements.

Qualifications

Required

•    Minimum 3 years of experience in a medical practice setting.

•    Strong working knowledge of NextGen EHR and EPM (super-user level or equivalent experience).

•    Demonstrated ability to teach, coach, and onboard staff.

•    High degree of organization, accuracy, reliability, and follow-through.

•    Excellent communication skills, professionalism, and problem-solving ability.

•    Experience managing schedules, templates, or similar high-detail operational responsibilities.

Preferred

•    Former Medical Assistant or clinical support background.

•    Experience in workflow optimization, onboarding, or team leadership.

•    Prior experience as a trainer, clinical lead, or super user.

Skills & Competencies

•    Strong attention to detail, especially in high-volume scheduling and data entry tasks.

•    Ability to maintain professionalism and composure in a fast-paced environment.

•    Skilled in leading small groups, training sessions, and 1:1 coaching.

•    Proactive, flexible, and able to work independently with minimal oversight.

•    Strong customer service approach in interactions with staff and providers.

Work Environment

•    Primarily on-site at the McKelvey location with occasional travel to other practice sites for training or operational support.

•    Interacts with leadership, physicians, front-office staff, diagnostic staff, and administrative leadership.

Physical Requirements

•    Ability to sit, stand, walk, and move between clinical and administrative areas.

•    Ability to lift up to 20 lbs occasionally (training materials, laptops, supplies).

Role Purpose in the Organization

This position fills critical operational gaps by ensuring:

•    Accurate and dependable physician schedules

•    High-quality onboarding and ongoing training for EHR/EPM users

•    Improved workflow consistency across all departments

•    Strong communication and engagement at the McKelvey office

It supports a stable foundation for patient care, staff success, and organizational efficiency.

Equal Employment Opportunity Statement

We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Salary and Benefits

Full-time, non-exempt position. Competitive compensation and benefits package to include 401K; a full suite of medical, dental, and ancillary benefits; paid time off, and much more.

The statements contained herein are intended to describe the general nature and level of work performed by the Operations Specialist, but are not a complete list of the responsibilities, duties, or skills required.  Other duties may be assigned as business needs dictate.  Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.