BUSINESS OPERATIONS ANALYST

The Business Operations Analyst is an operational subject matter expert providing technical and operational support for ambulatory patient access functions and systems with sole responsibility for Cadence Centralized Scheduling and MyChart Scheduling. The Business Operations Analyst on the Enterprise Access and Innovation team will partner with clinic leaders to implementing template best practices and standards for all ambulatory patient access improvements. The Business Operations Analyst will help clinics make progress towards improving patient access and the patient experience by increasing ambulatory visits, clinic capacity, late cancellations, and address no-shows. The incumbent proactively identifies operational processes and potential technical system enhancement opportunities to assist front end with operational changes, process improvement, technical changes and overall change management activities and communication. The Business Operations Analyst serves as the IT liaison to evaluate and propose solutions to address specific department and user needs for Cadence, Referral, and Mychart scheduling tools. The position is responsible for creating and disseminating change notices to end users and adhering to change control procedures and practices.  The analyst supports work within the Digital Front Door engagement and Referral Optimization Committee.

Position Complexities:

The Business Operations Analyst coordinates the operational planning, design recommendations, support documentation, testing and implementation of operational solutions using defined change control methodology. The Business Operations Analyst focuses first on issue resolution logged via the helpdesk system, triages system change requests, collaborates with clinics for all Cadence template needs. The Business Operations Analyst is responsible for development and deployment of all assigned system support documentation, including interactions between systems, cross functional diagrams, test plans and testing when necessary, responding to user inquiries and issues, and providing support of software solutions during go live implementations.  

The primary responsibilities of the Business Operations Analyst are:

The successful candidate will be a subject matter expert (SME) in Epic Cadence, Referrals, and Ambulatory Patient Access Center Operations workflows

• Business Operations Analyst participates in the build, rollout, and support of the assigned application(s)
  
• Functions as first-level response for the assigned application(s) by communicating with end users of the Ambulatory Enterprise to understand issues and implement solutions
  
• Function as an expert resource to UW Medicine staff by anticipating and identifying educational, procedural, and functional problems associated with the Epic Cadence tool.
  
• Standardize templating best practices to increase patient access, patient flow, and meet organizational needs.
  
  
  
  • Improve the patient experience by reducing lead time and wait time.
    
  • Improve the provider experience by creating efficient patient throughput.
    
  
  
• Establish consistent scheduling parameters across specialties and practices. Parameters include use of online scheduling, visit types, time durations, private slots, and restrictions.
  
• Application configuration, go-live support, and on-going clinic end user support
  
• Data Driven Decisions: Demonstrates strong understanding of the information or data to identify and elevate opportunities for
  
• Generates Innovative Ideas: Proactively identifies innovative ideas/opportunities from multiple sources or methods to improve processes or provider utilization beyond conventional approaches
  
• Communicates Effectively: Recognizes group interactions and modifies one's own communication style to suit different situations and audiences
  
• Seeks to understand current and future needs of relevant stakeholders and assists with IT customization to better address them
  
• Complex Problem Solving: Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions
  
• Provides outstanding client service and contributes to the organization’s mission of utilizing information technology to improve patient access while driving the migration to Epic powered clinical solutions which will better align the Patient Access Center and UW Medicine with our goal of leveraging technology to reduce costs
  

REQUIREMENTS:

Bachelor's degree in Healthcare Administration, Business, or related field or at least four (4) years in Patient Ambulatory Access positions as a lead or other similar position where analysis and critical thinking skills have been demonstrated.

Working knowledge of Epic Prelude, Cadence/Scheduling, Referrals, Mychart, and other hardware and software systems related to Ambulatory Patient Access.
An equivalent combination of education and experience may substitute for stated requirements.

DESIRED:

Experience in project planning, system and workflow analysis, technical methodology, documentation development, implementation, and business operation workflows and documentation.

• Epic Cadence Certification or the ability to obtain it within 6 months of hire
  
• Experience with Epic referrals and reporting.