Coordinator, Specialty Access Improvement Team (SAIT)

Marketing Statement NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Duties & Responsibilities SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES: The Specialty Access Improvement Team (SAIT) Coordinator utilizes some independent judgement and initiative, assists in the reviewing, organizing, scheduling and assignment of referrals. The Specialty Access Improvement Team (SAIT) Coordinator is responsible for providing critical assistance to outpatient primary care and specialty departments by ensuring patients’ timely access to care.

Training General tasks and responsibilities will include:

• Assist in the New Hire training of use of new equipment and SAIT Team Workflow; Shadows new hires during two-week real-time production period.

Onboard Specialty Practices

• Meet with clinics identified for SAIT services.
• Visit on-site to meet the specialty practice team face to face and engage in on-site training
• Discuss clinical nuances of the Specialty practice
• Review current queue status of Specialty service
• Identify protocols for overbooking; communication and escalation of problems
• Establish and review Service Level Agreement with practice partners i.e. Associate Director; Chief of Service; Clinical reviewer; Clerical Lead
• Explain SAIT services; Answer any questions for the team
• Assist in planning for staffing assignments based on average daily volume of the specialty queue
• Identify and confirm start date for SAIT services of identified specialty services
• Schedule regular meetings with the practice partner contact
• Serve as liaison between practice partners i.e. Associate Director; Chief of Service; Clinical Reviewer; Clerical Lead

Work Queue Management

• Identify start of the day volume of each assigned queue
• Identify and organize each referral from oldest to new
• Identify referrals that need assistance of practice partners i.e. no access; need overbook; need provider review
• Contact practice via email/Inbasket regarding any outstanding referrals needing intervention
• Identify possible appointments for patients per reviewer instructions
• Contact patients, in their preferred language, to schedule appointment
• Send outreach e-mails to patients not contacted after 3rd attempt has been made
• Make second and third attempt to contact patients; email practice contacts and primary care PCP to advise of deferment
• Defer referrals in Epic where contact could not be made to the patients
• Handle INBOUND Call Traffic for Specialty Appts. i.e. from 844 and return calls from patients
• Manage SAIT in basket Queue i.e. messaging from specialty practices
• Monitor daily queue volume
• Troubleshoot and analyze issues with the queue; making recommendations for improvement; implementing improvements
• Regular reporting of the work queue health to management
• Monitor and manage assigned MyChart work queue

Reporting

• Log full day interactions into Metric Workbook
• Routinely compile work queue performance reports for review and approval
• Analyze and prepare work queue performance reports along with SAIT Manager to assist in revising procedures and/or devising new forms or methods to improve efficiency of work flow

Perform Other Functions As Necessary

• Meet with practice for training
• Assist in budgetary planning via analyzation of volume and overall departmental performance
• May represent the SAIT Manager in communications regarding overall departmental inquiries
• Travel to one of the following sites may be required: Bellevue, Cumberland or Metropolitan
• Position may require staff to work one of multiple shifts that could start as early as 7 am and as late as 10 am

Minimum Qualifications

• A Baccalaureate Degree from an accredited college or university in Business Administration, Community Health, Psychology or related discipline with one year of full-time experience in a supervisory or administrative capacity in business management systems, general administration, health care and medical/patient systems administration; or,
• A satisfactory combination of education, training and experience.

Department Preferences

• Computer Desktop, Printer/Copier/Fax Machine, Cisco equipment
• Microsoft Word and Excel
• Electronic Health Records System (Epic)
• Cisco Finesse
• Infinity Script
• Insurance portal websites
• Customer Relationship Management (CRM) platform
• Omnichannel platforms (MyChart), chat
• Highly Detail-oriented with the ability to properly prioritize
• Strong written and verbal communication skills
• Self-motivated with the ability to work independently
• Creative problem solving
• Personal computer software, hospital service workflows, call center operations, customer service and with strong communication skills
• Critical thinking
• Administrative or customer service support background, preferably in a high-volume contact center environment or medical environment
• Bilingual preferred

How To Apply If you wish to apply for this position, please apply online by clicking the "Apply for Job" button.