PROVIDER SCHEDULER

Core Competencies are foundational commitments and skills that all SIHB staff are expected to develop.  These competencies define common measures for performance that are applied to every role in the organization.

• Commitment to Indigenous and Organizational Values:  Everything we do at SIHB is centered on Traditional Indian Medicine.  It is our responsibility to maintain cultural integrity in all that we do.
• Accountability:  All employees of SIHB effectively manage their own work and the work of their teams.  We take ownership of our actions and decisions.  We all strive to deliver the highest quality work and care, while respecting our teammates and relatives.
• Collaboration:  SIHB is a team-oriented organization. As team members, we share the responsibility of working toward a common purpose. We collaborate with our colleagues across the organization to deliver the highest quality of care and results in alignment with our mission, vision, values and Theory of Change.
• Communication:  We practice effective and clear communication with staff, relatives, teams and community.  We demonstrate empathy among each other and with those we serve, and transparency in our decision making.
• Customer Service Orientation:  All employees of SIHB recognize the needs of the diverse community we serve. We put the needs of our relatives first by delivering the highest quality, professional, responsive, and innovative care. Our relatives come first and deserve the best.

Position Summary:  The Provider Scheduler, working under the functional guidance of the Director of Clinic Operations carries out daily schedule templating, Epic scheduling decision tree and manages the master provider schedules in collaboration with the clinical team. 

Organizational Structure/Reporting Relationships:  This position reports directly to the Director of Clinic Operations and is a member of the Operations team. This position has no direct reports.

Organizational Responsibilities

• Hold Indigenous values and practices with respect and integrity.
• Hold yourself accountable to the highest standard by being resourceful, innovative, creative and solutions oriented.
• Actively participate in organizational activities with the understanding that success is achieved through teamwork.
• Recognize that communication is central to the organization’s success and actively champion your words and actions to maintain respect for others, encourage constructive feedback, be open to share laughter and acknowledge differences in skills and opinions, all while keeping others’ best intentions in mind.
• At SIHB, we refer to our customers as Relatives. Our Relatives come first and deserve the best.  Serve the needs of our Relatives first by delivering the highest quality, professional, responsive and innovative care. 

Job Responsibilities

• Provides support for a template, decision tree, and room assignment management:
• Fulfills schedule change requests quickly and accurately, consistently seeking opportunities to utilize best practice strategies and techniques:
• Identifies and completes necessary modifications to master and daily templates, and decision tree build to meet client requests.
• Collaborates with clinical staff to ensure appropriate daily staffing levels required to meet the needs of our relatives.
• Consistently meets or exceeds Service Level standards when resolving requests.
• Independently carries out project work and meets all project deadlines.
• Participates in the development and implementation of the design of daily schedules, templates and Epic decision trees that enhance patient access and scheduling workflows.
• Documents and revises technical and operational standards, functionality, workflow, and other system requirements.
• Analyzes available reports and data to proactively identify areas for improvement on measures of access and capacity and makes recommendations to the department leadership.
• Performs that role of a business analyst working with enterprise technical teams to determine the appropriateness of change requests in the system including Visit Types, Referrals, and other changes to the system as requested.
• Completes all required training as needed to maintain the appropriate template builder access in Epic and to meet requirements of the work as dictated by department leadership.
• Participates in other responsibilities, projects, committees and meetings as assigned.

Background Qualifications

Required:  

• High school diploma or equivalent and 2 years experience in healthcare scheduling or other high volume scheduling environment.
• Familiarity working with diverse communities including American Indian/Alaska Native (AI/AN) population and a desire to serve our population.
• Must have 2-5 years related health care experience, including experience with health care clinical and/or revenue cycle systems.
• Epic Certification desired, but not necessary
•  Experience in a FQHC setting preferred.
• Experience managing provider schedules a plus.
• Willingness to complete Epic training and certification.
• Understands and applies knowledge of medical practice operations, scheduling and the specifics of Epic and Cadence functionality.
• Ability to manage multiple tasks simultaneously, set priorities, and understand the enterprise environment and competing priorities in conjunction with developing/meeting project goals.
• Can work independently as well as collaboratively with team members, building strong working relationships.
• Ability to cooperatively and effectively work with people from all organizational levels and build consensus through negotiation and diplomacy.
• Effectively communicates with colleagues at all levels of the organization, including clinic staff, leadership, and providers.
• Commitment to high-quality customer service.
• 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.
• Independently motivated and a self-starter.
• 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.
• Excellent written and verbal communication and presentation skills. Able to communicate technical information in lay terms.
• Experience with Epic, computer software including MS Excel, MS PowerPoint, MS Outlook, MS Word required. Experience with MS Visio, SharePoint, and other healthcare information systems a plus.

Working Environment:

• Highly collaborative and dynamic work environment with cubicle-type workspace.
• May be required to travel off-site to other Partners facilities to attend meetings and trainings.
• SIHB staff work four (4) ten (10) hour shifts per week. Standard hours are 7 am to 6 pm, 4 days a week, with occasional extra hours for events or to meet deadlines.
• As projects and priorities dictate, non-standard work hours might be needed.