Systems Capacity Analyst jobs in Boston, MA

Analyst, Ambulatory Capacity Management

The Opportunity

The Ambulatory Capacity Management (ACM) department, as part of Ambulatory Operations & Services, consults with the Ambulatory practices within the Mass General Brigham enterprise, to manage and optimize provider schedules with the goal of helping Ambulatory practices achieve their scheduling access goals. The ACM department’s primary responsibilities include maintaining provider templates, consulting with practices to maintain Epic access and scheduling build and analyze demand and capacity data to create actionable recommendations for improvement.

The Access Analyst, reporting to the ACM Manager and in collaboration with the Senior Access Analyst uses industry standard best practice and engages with clinical departments across MGB to accelerate scheduling workflow, access, and capacity related improvements in the ambulatory setting. Responsible for ensuring alignment with Ambulatory Care Transformation standards and meeting the scheduling and capacity goals and targets set by executive leaders.

Primary Responsibilities

• Leads efforts for ongoing calibration of provider schedule templates and Epic decision trees that enhance patient access and scheduling workflows.

• Oversees updates to master schedule templates (transacted by template coordinators) to align with ambulatory best practice and standards and manages escalation to Ambulatory Capacity Management and Ambulatory Operations leadership as appropriate.

• 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.

• Responsible for ensuring critical ambulatory scheduling and capacity documentation is up to date and accurate; including but not limited to: 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.

• 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.

• Consistently meets or exceeds Service level Agreements (SLA) when evaluating and resolving requests.

Additional Responsibilities

• Covers all aspects of the Template Coordinator role as needed to ensure proper coverage and meeting agreed upon SLAs with clinical departments (coverage may be needed due to staffing fluctuations for PTO, vacancies, etc.) Duties include:

• Collaborates and coordinates with practice operations leaders to process and manage requests for schedule changes.
• Use Mass General Brigham guiding principles to evaluate incoming template change requests and manage the change request through to completion.
• Identify and complete necessary modifications to scheduling templates.
• Facilitate dialogue around additional enhancement opportunities that may improve workflows, access, or leverage automation.
• Consistently meet or exceed Service level Agreements (SLA) when evaluating and resolving requests.
• Document and revise master files to track changes and ensure that they are always up to date.
• Monitor and communicate deviations in master template, approved exceptions to master schedules, and SLA concerns.
• Partners with key stakeholders to create positive working relationships, including, but not limited to teams representing Ambulatory operations, information systems and technology, practice leaders, and other stakeholders across the enterprise.
• Network and influence to understand key strategies, initiatives, barriers, and optimize operations to align and/or collaborate with stakeholders to identify mutually beneficial solutions
• Proactively communicate upcoming changes, positive outcomes, and/or as issues or questions arise

About Us

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women’s Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care, and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We’re focused on a people-first culture for our system’s patients and our professional family. That’s why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees’ personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development—and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

Qualifications and Experience

• Bachelor’s degree or equivalent related experience required.

• Master’s degree in healthcare management, public health or related field preferred.

• Must have 1-3 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.

• Epic Certification preferred.

Skills, Abilities and Competencies

• Ability to effectively use Epic Cadence and Ambulatory applications, 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.

• As projects and priorities dictate, non-standard work hours might be needed.

  • Ability to effectively use Epic Cadence and Ambulatory applications, and Microsoft Office suite, in particular Excel, Visio, One Note, SharePoint, Outlook, PowerPoint, Word.

Working Conditions

• Hybrid role with at least 80% of time spent working remotely.

• May be required to travel to any location within the Mass General Brigham enterprise, though most on-site meetings will take place in the Boston metro area.

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 the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.