Infrastructure Analyst, Ambulatory Capacity Management

The Opportunity

The MGB Ambulatory Capacity Management (ACM) department supports strategic operations of Mass General Brigham and its hospital and physician groups to manage and optimize provider schedules with the goal of helping ambulatory departments achieve access and scheduling goals. The ACM department's primary responsibilities include managing and optimizing provider templates, consulting with practices to design and build effective Epic decision tree and other scheduling build, and to analyze demand and capacity data to create actionable recommendations for improvement.

The Infrastructure Analyst role uses industry standard best practice and engages with ACM department teams and clinical departments across MGB. This role is focuses on ACM activities related to training, workforce development, tools, quality assurance, Epic configuration, and standard documentation.

Primary Responsibilities

• Leads efforts for ongoing calibration of infrastructure and training tools, materials, and workflows.
• Oversees updates to standard documentation and ensures distribution to entire ACM team to align with ambulatory best practice and standards.
• Manages enhancement and issue logs and identifies scope of work required to assist with prioritization and planning for multi-phase project and training planning. Designs training documentation and ongoing development of ACM team members in the following topics: master template management, Decision Tree design, Referral and Follow-up Orders and related functionality.
• Collaborates with ambulatory practice leaders across MGB and members of Digital Application teams (most notably MGB Training, Service Now, Epic Security) on the implementation, modification and enhancement of functionalities that support ACM and ambulatory practice operations across MGB.
• Responsible for ensuring critical ambulatory scheduling and capacity documentation is up to date and accurate; including but not limited to: training materials, tool/functionality tip sheets, workflow diagrams, master provider schedule templates, scheduling decision tree algorithms, referral and follow-up order designs, enterprise-wide provider scheduling groups, and other related scheduling department master files.
• Collaborates with Ambulatory peers across Mass General Brigham on all ambulatory scheduling related efforts to ensure alignment with best practice of ambulatory scheduling and capacity management operations.
• Contributes to providing new employee and ongoing development training for ACM employees and clinical department staff and managers.
• Consistently meets or exceeds Service level Agreements (SLA) when evaluating and resolving requests.

Additional Responsibilities

• Covers all aspects of the Access Analyst role as required to meet needs of the department.
• Responsible for ensuring requested scheduling workflow enhancements or master scheduling templates adhere to established design change control processes.
• Manages enhancement and issue logs and identifies scope of work required to assist with prioritization and planning for multi-phase release scheduling. Builds testing scripts, and oversees testing plans for new master templates, Decision Trees, Orders, and related functionality. Monitors for stabilization post release and reports any issues to Sr Access Analysts and Manager for resolution and escalation as appropriate.
• Collaborates with ambulatory practice leaders across MGB and members of Digital Application teams (most notably Cadence, Ambulatory and Patient Gateway) on the implementation, modification and enhancement of visit types, blocks, centers, and other scheduling functionalities that support ambulatory practice operations across MGB.
• Reviews dashboards and runs and analyzes on template, held/unavailable time, and decision tree reports on a regular basis to identify divergence from guiding principles and agreed upon scheduling practices; and makes recommendations to Senior Access Analyst and department leaders as trends and opportunities are identified.
• Identifies and recommends additional enhancement opportunities that may improve workflow efficiency, patient access, schedule utilization, or leverage automation
• Guides and advises other team members on troubleshooting and resolution of issues.

Qualifications

• Bachelor's degree or equivalent related experience required. Master's degree in healthcare management, public health, or related field preferred.
• Epic Certification preferred but not required.
• Must have 2-5 years related experience, a preference for experience with healthcare clinical and/or front-line practice operations experience; experience in a large medical academic setting preferred. Experience managing provider clinical schedules is a plus.

Skills, Abilities & Competencies

• Ability to effectively use Epic Cadence application and some components of the Ambulatory application, and Microsoft Office suite, in particular Excel, Visio, One Note, SharePoint, Outlook, PowerPoint, Word.
• Understands and applies knowledge of medical practice operations, scheduling, and the specifics of Epic and Cadence functionality.
• Ability to manage multiple tasks simultaneously, set priorities and understand the enterprise environment and competing priorities in conjunction with developing/meeting project goals.
• Work independently as well as collaboratively with team members, building strong working relationships. Ability to cooperatively and effectively work with people from all organizational levels and build consensus through negotiation and diplomacy.
• Effectively communicates with colleagues at all levels of the organization, including team members, clinic staff, administrators, and physicians.
• Commitment to high quality customer service.
• Proven organization and analytical skills. Demonstrated ability to identify problems and follow through until resolution. Exhibit sound and accurate decision making and serve as an expert resource for problem solving.
• Independently motivated and a self-starter.
• Remain flexible and adaptable within a fast-paced environment and with rapidly changing requirements, working well in ambiguity; able to quickly learn new processes and procedures.
• Excellent written and verbal communication and presentation skills. Able to communicate technical information in lay terms

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.