Access And Service Scheduling Coordinator (Physician Scheduling)

Who We Are:

The Mid-Atlantic Permanente Medical Group, (MAPMG) is one of the nation's premier multispecialty medical groups and is the largest integrated medical group in Maryland, Virginia and the District of Columbia. Founded in 1980, the medical group has more than 1,700 Permanente physicians spanning more than 50 subspecialties. Together, we serve approximately 800,000 Kaiser Permanente members in Maryland, Virginia, and the District of Columbia at 34 area medical centers, plus several community hospitals and skilled nursing facilities.

Job Summary:

MAPMG is seeking an Access and Service Scheduling Coordinator to create, build and maintain accurate clinician and department calendars and schedule templates utilizing analytical reports. Under the supervision of the Chief of Staff and as a member of the Office of the President and Strategy Innovations department, the Access and Service Scheduling Coordinator ensures there is an adequate number of appointments activated to meet demand and assures compliance with scheduling policies and procedures, through first line problem solving for access issues. They will also deliver high quality service to clinicians and partners in Administration. This would also include interface with payroll data and FTE Management within our current and future scheduling application. This role acts in collaboration with local teams as a consultant with rule build and access management.

This position will be based out of Rockville, Maryland. This position offers a hybrid model of going into the office at least once per week. It will also require the ability to travel to our medical centers as necessary. Applicants must be local or willing to relocate to the Washington D.C., Maryland, or Virginia area.

Responsibilities:

• Construct schedules to meet established criteria and standards for member access, which includes the distribution of resources across the week, the arrangement of appointments throughout the day and the determination of the percentage of appointment types in each clinician’s schedule
• Analyze and utilize standardized statistical models to build clinician schedules that meet access needs
• Adheres to minimum staffing levels, and policies and procedures to ensure standards are met for resource utilization
• Ensures integrity and completeness of data and healthcare scheduling workflow. Manages data practices, database, and information systems as well as guidelines, libraries, registries and/or services
• Train end-users in effective use and management of QGenda. Responsibilities include administering training sessions, maintaining online training resources, and troubleshooting problems
• Responsible for system validation and ongoing support of future integrations with QGenda
• Track and report on clinician schedule changes that impact appointment supply
• Follow policy and procedures and employ knowledge of staffing needs and staff availability to manipulate and maintain schedules
• Accurately reports all direct & indirect physician hours via the QGenda, schedule application
• Coordinate ambulatory schedules with other clinical responsibilities. Answer questions and reconcile differences regarding clinic schedules, call duties, medical department policies and ETO. Research and provide answers and/or refer to appropriate responsible party
• Monitor requests for time off, schedule changes and extra clinics from Providers
• Support the robust satisfaction survey program by maintaining distribution lists, library of active and inactive surveys, and creating graphics to communicate survey results
• Maintain a variety of records for decision-making and/or historical purposes. Identify trends by tracking and analyzing data
• Respond to inquiries from management and individual clinicians. Exercise critical thinking skills and judgment in problem-solving
• Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licensure requirements, and Kaiser Permanente's policies and procedures
• Access to protected health information (PHI) will be limited to the minimum necessary required to effectively perform your job

• Perform other duties as assigned

Qualifications:

• Associates degree or equivalent combination of education and experience. BA/BS degree or equivalent combination of education and experience preferred
• Minimum of two (2) years experience with scheduling application; working knowledge of QGenda preferred
• Must be able to demonstrate high service levels
• Proven project management experience
• Comfort gathering and organizing data – demonstrated analytical ability
• Able to communicate with all levels of organization personnel in an articulate manner
• Able to work independently and in a team environment
• Complete a Customer Service Assessment
• Proficient with the use of Excel, PowerPoint and Word
• Customer service aptitude demonstrated through Customer Service Assessment
• Work experience in health care preferred

Competitive Benefits:

We are proud to offer a comprehensive benefits package that is designed to support our employees and their families’ health and wellbeing. We offer competitive compensation and benefits designed to help our employees stay healthy and thrive in and beyond the workplace.

• Competitive compensation package
• 100% employer-funded medical and dental insurance premiums for employees and families
• Great work/life balance
• Generous paid time off, including vacation, holidays, and sick leave
• Maternity and parental leave
• Pension plan, and 401(k) retirement plan with employer contributions
• Life insurance, and short-term disability and long-term disability coverage
• Education reimbursement
• Wellness programs and resources to help you maintain a healthy lifestyle
• Employee Assistance Program

Equity, Inclusion, and Diversity:

At MAPMG, equity, inclusion, and diversity are at the core of our organizational culture. MAPMG is proud to be an equal opportunity employer and is committed to providing equal opportunity for all employees and applicants. We continuously work to identify and mitigate healthcare inequities, and that starts with providing an inclusive, supportive environment for our employees. We encourage applicants of any race, color, religion, sex, sexual orientation, gender identity, or national origin who value diversity and will commit to practicing culturally competent healthcare to apply.

External hires must pass a background check and drug screening.

We are proud to be an equal opportunity/affirmative action employer.

We value our diversity and E/O/E M/F/D/V.