Patient Access Systems Assistant

Position Purpose

The Patient Access Systems Assistant is responsible for managing provider scheduling templates and ensuring timely, accurate patient access through Epic and related systems. This position is responsible for handling a range of template requests, varying in complexity. Each request will require a strong understanding of policies to ensure these changes maximize template efficiency and clinic utilization while matching patient demand and provider and clinic needs. Maintain the daily operational flow of patient appointments, provider availability, and real-time EPIC and other patient engagement platform changes due to callouts, time off, or volume shifts. The Patient Access Systems Assistant works directly within Epic, Solution Reach, and other patient engagement platforms to help deliver a seamless experience for patients and internal teams.

Position Requirements / Qualifications

Education

High School Diploma or GED required. Associate’s degree preferred.

Experience

• Minimum of Two (2) years’ experience using Epic Cadence and Prelude software, with direct hands-on experience scheduling patient appointments, working Inbaskets, and work-queues.
• Work experience with MyChart patient engagement, from enrolling patients to addressing patient requests through MyChart.
• One (1) year of experience in an ambulatory clinic and/or building templates in Epic. Preferred
• Proficient in Microsoft Office Suite and other scheduling tools and software (e.g., Solution Reach).
• Strong verbal and written communication skills; professional phone etiquette.
• Detail-oriented with the ability to manage multiple tasks in a dynamic environment.
• Team-oriented and able to collaborate across clinical and administrative departments.
• Experience communicating with patients regarding appointment changes and rescheduling.
• Knowledge of healthcare terminology and provider scheduling workflows.

Licensure/ Certification:

Maintain current CPR certification from the American Heart Association. EPIC certified preferred.

Skills/ Ability

• Strong analytical skills
• Strong attention to detail, time management, and organizational skills.
• Proficiency in Microsoft Office Suite, especially Excel.
• Comfortable working with technology systems
• Ability to work in a fast-paced, high-stress environment
• Strong written and oral communication skills

Position relationships

Responsible To:

Assistant Vice President of Patient Services

Position Number:

TBD

Interrelationships:

Maintains open communication with the Supervisor, the AVP of Patient Services, corporate staff, and center staff from various departments within the organization.

POSITION RESPONSIBILITIES

(THIS IS AN EXEMPT POSITION)

position

Patient Access Systems Assistant

• Create and update clinic and provider templates within the Epic Template Edit Module.
• Complete requests for assignments such as: Single/multiple day vacations, structural changes to provider(s) day (Master Changes), multiple month assignments for all providers within the department (published schedule process).
• Communicate and collaborate with Scheduling Operations Analysts, clinical and non-clinical leaders to support access.
• Ensure the integrity of clinic and provider templates through regular system audits.
• Participate in the development of documentation, guidelines, and/or policies and procedures that relate to clinic and provider templates.
• Serve as a content expert for template build through project team participation and access meetings as requested.
• Disseminate information regarding reschedules to ensure patients are moved appropriately.
• Analyze new workflows when technology is implemented and act as a subject matter expert for current workflows.
• Identify areas of improvement and optimization and collaborate with Scheduling Operations Analysts to initiate change.
• Assist in daily maintenance of provider schedules and template changes within Epic and other scheduling platforms.
• Process and communicate template or schedule changes due to provider PTO absences, or urgent operational needs.
• Support Epic scheduling templates by processing change requests, reviewing standardization, abiding by existing policies and procedures, and communicating updates to stakeholders.
• Log and track incoming provider schedule requests and maintain accurate documentation for audit and reporting.
• Provide technical and administrative support in managing scheduling workflows and communication systems.
• Monitor and triage Epic In-Basket messages related to appointment scheduling, referrals, and patient inquiries; respond directly or escalate appropriately.
• Monitor and triage Solutions Reach and website messages related to appointment scheduling, referrals, and patient inquiries; respond directly or escalate appropriately.
• Manage and respond to Solution Reach/Web scheduling requests , ensuring patient communication is timely and accurate.
• Perform direct patient scheduling via phone, Epic in-basket, and online platforms (e.g., Solution Reach or web requests).
• Collaborating with the Centralized Staffing Coordinator and department leads to support in the realignment of staffing and schedules based on patient volume, clinical coverage, and seasonal demand.
• Ensure proactive communication with patients affected by schedule changes, including rescheduling and follow-ups.
• Support the optimization of patient access processes and recommend improvements as appropriate.
• Cover the Centralized Staffing Coordinator during his/her absence.