**Job Type:** Regular **Time Type:** Full time **Work Shift:** Day (United States of America) **FLSA Status:** Exempt **When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.** Coordinates and manages day-to-day operations of an intake coordination center with commitment to providing the highest quality of service to patients, providers and others. Services include a scheduling call center, provider capacity monitoring, care coordination, and insurance processing. Collaborates with Practice Directors and Managers to ensure patients have access to care through schedule management and maintenance. Achieves and maintains the highest quality of service and systems for scheduling, documentation collection, referral management, and processing insurance requirements. Responsibilities include staff management, systems design, development and implementation, development and analyses of access, and productivity metrics. **Job Description:** Works collaboratively with Administrative Directors, Medical Leadership and Practice Management teams on development, assessment and maintenance of the call center, scheduling, and referral management systems. Provides feedback regarding improvements and changes for standard effective systems and services. Manages Patient Service Representatives, Care Coordinators, and Insurance Referral Staff. Assesses staffing needs and ensures that staff are providing the highest quality of customer service while effectively and efficiently meeting work standards. Reviews patient recorded calls for quality assurance and training purposes. Develops detailed training manuals to onboard new staff. Works collaboratively with Administrative Directors, Medical Leadership, Practice Management teams and the Ambulatory Systems team to develop schedule templates to maximize provider capacity and enables schedulers to successfully find optimal appointments for patients. Develops written, standardized protocols for intake and triage of patient care that maximizes administrative staff performance and minimizes the need for clinical review/ triage. Understands typical demand and optimal panel size to assess adjustment needs. Collects, analyzes, and reports appointment access data. Manages provider capacity, vacation and leave to ensure capacity is maximized. Develops metrics for proactive management of provider availability. Prepares special non-recurring reports by combining confidential data from several sources to better understand variance in metrics. Works in conjunction with the Practice Managers in the clinic on maintaining the flow of the department. This includes meeting goals, gathering, tracking and reporting information. Develops meeting structures and support to ensure regular communication, problem identification, and problem solving participation for department staff. Serves as a knowledgeable resource on hospital policies and procedures. Responds and advises on a variety of inquires applying knowledge of established operations. Collaborates with other Ambulatory departments on strategic planning and implementation of Ambulatory Intake and Coordination Centers. Develops, implements and maintains policies and procedures to achieve Medical Center and departmental goals and objectives. Collaborates with other Ambulatory departments on strategic planning and implementation of Ambulatory Care Coordination Centers. Interacts with patients/customers in a courteous, respectful and sensitive manner. Resolves issues and responds to inquiries by working with providers, managers, practice and administrative staff as appropriate. **As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment. Learn more (https://www.bilh.org/newsroom/bilh-to-require-covid-19-influenza-vaccines-for-all-clinicians-staff-by-oct-31) about this requirement.** **More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.** **Equal Opportunity** **Employer/Veterans/Disabled**