Operational Support Specialist

Operational Support Specialist

St. Charles Health System

Location : Bend, OR

Time Type : Full Time

Job Overview :

The Operational Support Specialist is responsible for effective creation, organization, updating, implementation, monitoring, and reporting of provider, resource, and department scheduling templates. They will establish and implement best practice, template standard work, and maintain department templates with a high degree of accuracy and timeliness in collaboration and alignment with service line leadership goals. The specialist will work to create and implement revenue cycle operational policies, procedures, and processes to ensure the highest quality services are provided to all customers.

The specialist will create and maintain strong collaborative relationships with department leaders regarding planning, training, and caregiver support to ensure best practice standard work is followed, and a seamless patient experience is provided. They must demonstrate outstanding customer service skills, relationship building ability, communication skills, and strong leadership of assigned areas of oversight, to ensure St Charles Health System goals of efficiency, quality, and caregiver and patient satisfaction are met. This position does not manage other caregivers.

Essential Functions and Duties :

Responsible for ensuring the Epic Cadence and Prelude build is tested and implemented to support daily operations. This includes but is not limited to; department and resource template accuracy, associated department scheduling components are built and tested, and the templates align with organizational and department goals and needs.

Serve as subject matter expert for patient access functions, templates, and reporting. Work collaboratively with all stakeholders to ensure department templates remain in alignment with access, utilization, and productivity goals. Assist team members in reaching department and professional goals by being helpful, dependable, and flexible acting as a primary support resource and mentor.

Demonstrate an ability to collaborate, innovate, communicate, and implement change across departments, in alignment with established best practice.

Accountable for a high degree of accuracy for all St Charles Health System ambulatory outpatient template resources, with timely follow-through on template updates, changes, and requests. Demonstrate the ability to manage resources, time, and materials by meeting productivity standards.

Provide customer service in a manner that promotes goodwill, is timely, efficient, and accurate.

Serve in a resource role in resolving access-related issues across all service lines, especially as it relates to the optimization of Epic scheduling templates and operational processes used to support patient access to care, visit utilization, provider template build, and productivity targets.

Assist as an operational expert for scheduling and registration functions and roles, related improvement projects, and implementations. Serve as liaison between operations, project management, IT, and operational and executive leadership teams.

Interface as needed with the health systems information systems and IT teams, Epic, and data analysts to develop reports and dashboards used to monitor, trend, and report out department goals and metrics. Responsible for daily, weekly, and monthly monitoring and reporting out of access and daily operational related data.

Maintain full knowledge of scheduling and registration operations and act as an expert on issues with system software.

Demonstrate commitment to professional growth and competence. Keep abreast of current healthcare and business developments, practices, and technology.

Collaborate with teams to review processes and identify / implement opportunities for improvements, applying Lean principles, concepts, and tools. Support improvement work with energy and enthusiasm, functioning as a champion of change.

Support the vision, mission, and values of the organization in all respects.

Provide and maintain a safe environment for caregivers, patients, and guests.

Conduct all activities with the highest standards of professionalism and confidentiality. Comply with all applicable laws, regulations, policies, and procedures, supporting the organizations corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violations of applicable rules, and cooperating fully with all organizational investigations and proceedings.

May perform additional duties of similar complexity within the organization, as required or assigned.

Education :

Required : High School Diploma or GED

Preferred : Bachelors Degree

Licensure / Certification / Registration :

Required : N / A

Preferred : Epic Cadence Certification (within 1 year of hire date)

Experience :

Required : Five (5) years of experience in healthcare setting.

Preferred : Three (3) years experience in a supervisory or team lead role.

Personal Protective Equipment :

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

Additional Position Information :

Must have excellent communication and organizational skills with the ability to interact with a diverse population and professionally represent St. Charles Health System with internal and external sources.

Must adapt quickly to frequent process changes and improvements.

Is reliable, engaged, and provides feedback as to improve processes and policies.

Attends all department, team, and company meetings as required.

Requires exceptional critical thinking and analytical skills with the ability to work under minimal supervision.

Requires strong communication, customer service interpersonal skills, and telephone etiquette.

Ability to prioritize workflow according to pre-set instructions.

Strong teamwork and collaborative skills.

Excellent organizational skills, written and oral communication, and customer service skills, particularly in dealing with stressful personal interactions.

Ability to multi-task and work independently.

Attention to detail.

Performs basic math (add, subtract, multiply, and divide) calculations.

Performs intermediate to advanced math (analysis, statistics, significant data or number manipulation).

Basic to intermediate ability and experience in computer applications, specifically electronic medical records system and MS Office.

May cover multiple locations and specialties outside of home department.

Must have the ability to adapt to meet operational support needs at any SCHS location.

Physical Requirements :

Continually (75% or more) : Use of clear and audible speaking voice and the ability to hear normal speech level.

Frequently (50%) : Sitting, standing, walking, lifting 1-10 pounds, keyboard operation.

Occasionally (25%) : Bending, climbing stairs, reaching overhead, carrying / pushing or pulling 1-10 pounds, grasping / squeezing.

Rarely (10%) : Stooping / kneeling / crouching, lifting, carrying, pushing or pulling 11-15 pounds, operation of a motor vehicle.

Never (0%) : Climbing ladder / step-stool, lifting / carrying / pushing or pulling 25-50 pounds, ability to hear whispered speech level.

Exposure to Elemental Factors :

Never (0%) : Heat, cold, wet / slippery area, noise, dust, vibration, chemical solution, uneven surface.

Blood-Borne Pathogen (BBP) Exposure Category :

No Risk for Exposure to BBP