Access Optimization Consultant (Hybrid - Detroit, MI)

This hybrid position will be day hours and require a minimum of 3 days a week in person work at the corporate office in Detroit at One Ford Place.

GENERAL SUMMARY:

Under limited supervision from the Director, Operational Efficiency, or other senior leaders within System Ambulatory Operations, the Access Optimization Consultant is responsible for the facilitation of multiple access improvement efforts, including core system scheduling algorithm design. Functions as a subject matter expert for scheduling build, algorithm design tactics, and associated performance management data. Leads and collaborates with stakeholder teams to develop or update system scheduling design policies. Recommends and employs system standards in daily work to promote the accuracy and efficiency of patient access channels. Functions as a subject matter expert in the scheduling and patient access space for all of system ambulatory. Leads implementations and prepares recommendations and reports for management. Continuously learns and applies new access improvement methodologies and acquires technical knowledge of EMR functionality along with other tools which will support initiatives throughout system ambulatory operations. Assists in integrating scheduling build into all patient portals, with an emphasis on creating foundational build upon which digital scheduling will rely. Understands how to root cause process/efficiency issues, then recommends and employs improvement strategies.

This team member captures user requirements to develop or modify collaboration products that address complex business problems. Applies a variety of improvement methodologies (including design thinking, agile, lean six sigma, etc.) and group management techniques to support individuals and teams through project deployment. Works collaboratively with leadership to improve patient experience, increase efficiencies, decrease costs, reduce variability, reduce errors/defects, and involve all appropriate personnel. Works with complimentary teams such as Virtual care, MyChart, Web services, Marketing, Transformation Consulting, Analytics, clinical leadership etc. to ensure processes are consistent and patient friendly. May supervise tasks of contract analysts or students.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Conducts requirements definition sessions to gain a general perspective on the business objective(s) or business problem that is to be addressed by the system.
• Develops a project scope document and project plan including the gathering of information, estimates of resources required, estimated timeline for completion, background, project objectives, description of proposed approach, deliverables, and a client communication plan.
• Conducts effective and thorough research, data gathering, and develops analysis plan in collaboration with system ambulatory analytics or core analytics partners.
• Leads improvement initiatives using system standard scheduling design policies, Lean, Six Sigma and other problem-solving methods.
• Employs a combination of problem-solving approaches (analytical, research, creative, facilitative), frameworks, and methodologies to target problems.
• Organizes, validates and analyzes data to generate appropriate analytics for problem solving approaches.
• Analyzes requirements, design and develop prototype and work with the users/business analyst to fine tune the application and make recommendations.
• Participates in peer/code/design reviews to verify that quality standards and functional/technical requirements are met.
• Creates test scenarios and develops test plans to be used in testing the business applications in order to verify that client requirements are incorporated into the system design.
• Assists in analyzing testing results throughout the project. Enhances existing systems; participates in structured walkthroughs and technical reviews.
• Supports production systems by helping resolve problems, providing timely follow-up on problem report, optimizing performance, and streamlining processes.
• Provides a wide array of analytic and technical support to multiple ongoing projects.
• Leads multiple projects through entire life cycle including large dept projects; works with group practice directors, department chairs, and other leaders from system ambulatory to manage customer expectations. Socializes ideas to gain buy-in.
• With minimal assistance on assigned projects, drives implementation of critical business metrics & ongoing end-to-end process reviews including identify key processes and their indicators; establish baseline metrics; report through financial and business review process; and develop and maximize improvement plans.
• Provides expertise using basic change management tools and methods to ensure successful and sustainable implementation of improvements.
• With support from a more senior team members, coaches & mentors team members and process owners to utilize a defined PDCA process improvement methodology, incorporating process improvement methods that ensure the use and appropriate interpretation of data for decision making.
• Collaborates effectively with multiple levels in the organization and with external parties (e.g., vendors) as needed.
• Provide expertise and tools to managers, leaders, etc. to develop and sustain process improvements.