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Work Shift

Day (United States of America)

Job Summary:\rThis position reports to the Executive Director, Director, or Manager of the Comprehensive Access Integrated Scheduling department.\rThis is a hybrid role where the individual is required to be available to be in their designated practice(s) at least of the week, with the remaining in scheduling location(s) or remote at the discretion of the department leadership.\rThe Service Line Navigator (SLN) will act as a direct liaison between the Integrated Scheduling department and the practice/clinic and works closely with clinic Administrators, Service Line Managers, Physicians, and Chiefs.\rThe candidate must be able to work independently, without direct supervision and be able to make decisions based on department policies, protocols, and processes. The SLN specializes in referral management and has exceptional capacity for appointing patients by working internal or external provider referrals and managing requests for stat/urgent scheduling by service line leadership and/or physicians, residents, and clinicians. Gleans information from referrals from a variety of formats and entry points.\rActs as liaison between scheduling, referring providers, patients, and clinicians. Escalates patients' referral and health concerns in accordance with established guidelines, provides connections to resources for patient access to care, and navigates complex situations while making sound effective decisions.\rCore Responsibilities and Essential Functions:\rThe duties include but are not limited to:\r1.\tCapacity Review:\rUtilizing Provider templates as well as the Daily Appointment Report (DAR) the SLN will review to confirm that:\ra.\tAppointments are scheduled in appropriate slots\rb.\tOverbooks are correctly approved\rc.\tServices are in scope with the physicians practice specialty.\rd.\tUnder-utilized Schedule: Reach out to the Referral Coordinators and Schedulers to facilitate outbound\refforts to increase patient visits.\re. Over-utilized Schedule: Coordinate assessment with clinical leadership to determine if appointments\rshould be moved out or assigned to a resident or another provider to balance the schedule.\r2.\tVisit Template (VT) Review: Review the provider VTs with the nurse/clinic manager and make any needed\rtemplate changes with the support of the CAS Analyst. Submit Service Now (SNOW) Ticket to facilitate\rnecessary revisions.\r3.\tDecision Tree (DT) Review: Ensure DTs are in sync with the VTs to avoid unintended appointment slots or gaps\rin the schedule. Submit Service\rNow (SNOW) Ticket to facilitate necessary revisions.\r4.\tSubmits Service Now tickets as necessary.\r5. Works assigned Service Now tickets promptly.\r6. Facilitates Auto Dialer activities to send out automated message(s) for designated service line(s) and or contact\rpatients for the purpose of rescheduling.\r7.\tSTAT/ASAP/Urgent /Emergent Referrals: The SLN will be assigned STAT/ASAP/urgent/emergent referrals to\rwork.\r8.\tWorks directly with the nurse/clinic manager(s) to ensure STAT/urgent/emergent patients are scheduled in the\rappropriate time.\r9.\tParticipates in clinic, Comprehensive Access, and Integrated Scheduling department meetings.\r10.\tEscalates concerns from the practice leadership, clinicians, physicians and surgeons to the appropriate Access\rand or Ambulatory leadership for prompt resolution.\r11. Other duties as assigned.\rReports:\r1. Reviews the WQ Monitoring report and compiles Slicer Dicer report to assess referral volumes\r2. Appointment reconciliation: Continue reviewing the legacy system(s) such as IDX or Power Chart to make sure\rthat appointments from IDX and\rany necessary referrals have been appropriately moved to Epic\r3.\tReferral Queue Management: Responsible for reviewing all assigned Epic work queue(s) to ensure that referrals\rare worked in a timely manner\radhering to first contact within 48 hours of receipt with best practice being 24 hours.\r4.\tReschedule List: Work with the nurse/clinic manager will determine which patients need a reschedule.\r5. Works with the CAS Analysts and leaders to identify additional reporting needs to efficiently monitor referral\rworkflow.\rCommunication:\r1. Provides excellent customer service and displays utmost professionalism in dealing with all parties: Patient, Patient Advocates and Family, Providers, and Clinic Leadership.\r2. Maintains current and accurate knowledge base of scheduling practices, clinic protocols and terminology to ensure accurate appointments are scheduled by the scheduling department.\r3. Maintains a comprehensive knowledge of registration and scheduling systems, functionality, and processes to ensure patient referrals and appointments are managed in a timely and efficient manner.\r4. Communicates verbally and in writing in a professional manner at all times.\rPerforms other duties as assigned\rComplies with all Wellstar Health System policies, standards of work, and code of conduct.\rRequired Minimum Education:GED General or High School Diploma General-PreferredAccredited Program Medical Assisting or Associates Health Science or Associates Business Administration/Management or Accredited Program General\rRequired Minimum License(s) and Certification(s):\rAll certifications are required upon hire unless otherwise stated.\rAdditional License(s) and Certification(s):\rCertified Specialist Physician Practice Management (CSPPM) within 180 Days Required and\rCMA - Cert Medical Assistant Upon Hire Preferred or\rCCA - Cert Coding Associate Upon Hire Preferred or\rRequired Minimum Experience:\rMinimum 2 years healthcare experience in Practice or Access Operations including Scheduling or Front Office Required and\rMinimum 2 years scheduling within a medical practice, proficient in scheduling software and EMR systems Required and\rMinimum 5 years experience in complex scheduling or practice operations may substitute for an Associate Degree or Accredited certificate program such as that received through technical school program Preferred or\rRequired Minimum Skills:\rEffective Communications High\rAttention to detail High\rCritical thinking High\rTyping High

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