Access Liaison Manager, OHMG Access Center - Downtown Orlando at Orlando Health

Department: Orlando Health Medical Group Access Center 
Status: Full Time
Title: Access Liaison Manager 

Orlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States. With more than 200 practices and 1,200 physicians, Orlando Health Medical Group has a strong representation in over 55 specialties, including cardiology, vascular medicine, orthopedics, oncology, digestive health, neurology, neurosurgery, bariatric surgery, general surgery, bone marrow transplant and critical care medicine, as well as more than 30 pediatric subspecialties, women’s health, primary care and the largest hospitalist program in Florida.

Orlando Health Medical Group is part of the Orlando Health system of care, which includes 24 award-winning hospitals and ERs, 9 specialty institutes, 14 urgent care centers, 100+ primary care practices and more than 60 outpatient facilities that span Florida’s east to west coasts and beyond. Collectively, we honor our 100-year legacy by providing care for more than 142,000 inpatient and 3.9 million outpatient visits each year.

Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible, so that you can be present for your passions. “Orlando Health Is Your Best Place to Work” is not just something we say, it’s our promise to you.

Job Summary:

The Access Liaison Manageris responsible for Access product delivery across the physician enterprise by creating synergies between easeof-use goals, service line specific access goals, access data analytics, scheduling workflows, provider capacity resource management, and high-level project oversite. The manager collaborates with Providers, the Clinic Operations Team, the Access Operations Team, the Capacity Management Team, and the Data Analytics Team to ensure access remains accurate and seamless for OHMG patients. This role ensures that all scheduling template workflows align with OHMG and Provider Access goals. It serves as a catalyst in identifying and understanding opportunities within specific access workflows by utilizing provider and patient feedback along with access data analytics. This role engages all clinic and access stakeholders to initiate innovative solutions that are developed and maintained using sound business and technology management practices, supporting business transformation by enabling new capabilities.

Essential Functions

• Visits at least 16 practices every week to ensure strong relationships are built and maintained with physicians and medical practices to promote our services.
• Acts as an Access Center leader and change agent, working with providers, clinic leadership, and Access teams to align with strategic access imperatives and access workflow enhancement roadmaps.
• Aligns governance processes and work efforts with key stakeholders to ensure effective prioritization of initiatives.
• Keeps all assigned service lines and providers up to date with scheduling workflows, provider templates, and access analytics.
• Collaborates with all team members to promote compliance with Ease-of-Use initiatives and Access Center procedures, and to ensure consistent application of policy.
• Encourages staff empowerment, maintains an open door, and fosters cross-team and department collaboration.
• Builds and maintains relationships with all Access Center teams to ensure that Access center services and service line access goals are understood and exceeded.
• Monitors and provides oversight and hands-on guidance as needed to resolve access workflow issues.
• Ensures visibility of issue resolution and mitigation plans and status to all stakeholders.
• Provides analysis and evaluation of systems, processes, and workflow to ensure achievement of positive patient outcomes.
• Communicates decisions, priorities and relevant project information to teams and stakeholders regarding new requests, projects and initiatives.
• Advises on the implementation or support of products aligned with strategic and tactical programs.
• Partners with the capacity team, clinic management, and subject matter experts to translate needs to functional requirements.
• Assists stakeholders by guiding key initiatives through the defined phases of managerial assessment and approval.
• Supports the complex analysis and evaluation of current access processes and workflows to ensure service line needs are met in an effective and efficient manner.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.

• Strong leadership skills.
• Exceptional interpersonal skills, including teamwork, facilitation, and negotiation.
• Excellent analytical and technical skills.
• Excellent written and verbal communication skills.
• Excellent planning and organizational skills.
• Knowledge of all components of access workflows.
• Organizationally savvy, with a good understanding of the enterprise's political climate and the ability to navigate, influence, and persuade effectively.
• Ability to communicate, influence, and persuade peers.
• Ability to understand the long-term "big picture" and short-term perspectives of situations.
• Proven ability to work well with others.

Education/Training.

A bachelor’s degree is required. An associates degree and two (2) years of experience in access, clinic operations, or as a cadence analyst (in addition to the requirements listed in the Experience section) may substitute for the bachelor’s degree. 

Licensure/Certification

Epic Cadence or Prelude Certification is required. Candidates who are not certified at the time of hire must obtain certification within three (3) months of their start date in this role.

Experience

• A minimum of three (3) years of progressive experience in access operations, clinic operations, or a related business field is required.
• A minimum of one (1) year of experience in a supervisory or leadership role is required.