Job Description

About NYC Health + Hospitals:

Empower Every New Yorker — Without Exception — to Live the Healthiest Life Possible

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, without exception, to live the healthiest life possible.

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.

Job Description:

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 & specialty departments by ensuring patients’ timely access to care.

General tasks and responsibilities will include:

Training:

• 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 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 (1st deferment is 2 weeks; then last outreach attempt is made, if no contact then referral deferred for 6 mo.)
• 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
• Compile monthly work queue performance reports
• Analyze and prepare work queue performance reports along with Coordinating Mgr. 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
• Additional duties, projects or responsibilities that may be assigned by the SAIT Manager or Director

Minimum Qualifications:

1. 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,

2. A satisfactory combination of education, training and experience.

Department Preferences

KNOWLEDGEABLE IN:

• Highly Detail-oriented with the ability to properly prioritize
• Strong written and verbal communication skills
• Self-motivated
• Creative problem solving
• Critical thinking

PREFERRED SKILLS:

• Clerical or administrative support background, preferably in a contact center environment
• Certified Bilingual Spanish
• Certified Bilingual Russian
• Certified Bilingual Polish

EDUCATIONAL LEVEL:

• Associates Degree Preferred from an accredited college or university or equivalent experience

YEARS OF EXPERIENCE:

• 2+ years of customer service, preferable in a contact center environment
• 2+ years of experience analyzing and solving customer problems

COMPUTER PROGRAMS/SOFTWARE OPERATED:

• Strong Proficiency in MS Office
• Customer Relationship Management (CRM) platform
• Electronic Health Records System (Epic)

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs

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