Website Hektoen Institute LLC
Under the supervision of the Manager of HIV Access Services, the Specialty Services & Patient Access Coordinator (SSPAC) will function as a liaison between the organization leadership and specialty areas to improve communication, operations, and collaboration around shared resources. The SSPAC will work alongside the CORE HIV Access Department to coordinate provider schedules, assist with supervision of Patient Access staff, and monitor coordination of efficient patient access to CORE Center services. The SSPAC will be the point person for specialty and population specific areas to coordinate discussions and quality improvement processes, ensuring seamless access into specialty care, and a quality patient experience. The SSPAC will work alongside the Clinic Team Leaders (CTL’s), Manager of Patient Centered Medical Care and other medical care team members to assist with appointment reminders, navigating patients to specialty services, securing transportation for new referrals, and acting as a conduit for linkage to primary care or insurance services. The SSPAC will work alongside Cook County HIV Integrated Programs (CCHIP) managers and internal and external partners, building and expanding relationships, to ensure access to care through management of existing and creation of new linkage agreements. SSPAC will provide coverage as needed for the Access manager. The SSPAC will monitor various data collection methods to ensure scopes and goals are met and report continuous assessment of capacity and productivity. The SSPAC participates in all administrative and staff development meetings and trainings, representing specialty services. Participate in CCH systemwide efforts and CCHIP efforts to scale up specialty services across all clinic sites. The SSPAC will actively participate on CORE Center’s Quality Improvement Committee, Clinic Operations Committee, and Sexual Health Clinic bi-monthly meetings.
Principal Duties and Responsibilities:
Responsibility: Ensure smooth execution of the operations of the 21 specialty clinics across all CCHIP sites.
- Identify and communicate priorities/operational issues, timelines, and accountabilities to ensure efficient use of resources and promote an open, productive work environment within the specialty clinics.
- Assist with the direct supervision of Patient Access, human resource issues with managerial oversight, training of staff, and monitoring coordination of efficient patient access to CORE Center services.
- Collaborate with clinic, Health Information Systems (HIS), and informatics staff to develop and implement processes and procedures governing specialty services to address needs and issues of each clinic, such as schedule templates, appointment types, the CCHIP bookshelf.
- Be the main contact for ANY issues related to the specialty clinics and these patients (assist with scheduling issues, talk to patients who show up looking for appts or other issues, assist with clinic flow, operational/processes issues, etc.).
- Collaborate with Medical Case Managers to identify CM needs in the specialty clinics and implement processes to address these needs.
- Work with various teams, both internal and external, to develop each section of the model including processes, materials, and tracking systems (utilizing REDCap, Discern, and Cerner).
- Participate in all CORE Center and department mandatory trainings and meetings
- Work with the CCHIP Regional Director of Quality Improvement & Evaluation and Manager of PCMH to track, oversee data collection, analyzes data, and provides statistical and analytical reports as necessary; to gather patient feedback regarding medical appointments, assess effectiveness of programs in achieving stated goals, troubleshot problems and issues that arise for resolution.
- Work with the CRU and Hepatitis Clinic teams to gather list of co-infected patients and HIV+ patients who need HCV screening, set up treatment evaluation and assist with reminder calls.
- Work with external and internal partners, Access Line staff, the Manager of HIV Access Services, Clinic Team Leaders, Site Team Leaders, and attendings/other staff to ensure referral issues are addressed and patients appropriately access services; track phone system volume.
- Develop and update all referral packet materials & update CCHIP marketing and education materials, as needed.
- Discuss areas of specialization and interest with supervisor, seek and receive ongoing training in specialty area (youth, community outreach, and women specific issues), periodically present cases or topics related to specialty area to case management department and/or social service staff
- Other duties as assigned
- Bachelor’s degree in a health-related field or health administration and/or social service field.
- 5 years healthcare experience
- At least 3 years of demonstrated organizational and leadership skills.
- 3 years of marketing and/or health education experience.
- Demonstrated experience in Project Coordination/Management and collaboration.
- Ability to communicate with physician or medical leads.
- Ability to work with sensitivity to cultural, ethnic, and sexual diversity.
- Ability to meet deadlines, Performance as a team player and demonstrate ability to work on a multicultural and multidisciplinary team.
- Strong communication (oral and written), organizational, interpersonal, decision-making, analytical, problem-solving, and critical thinking skills. Ability to deliver effective presentations.
- Computer skills with Microsoft Word, Excel, Outlook, PowerPoint, and data entry.
- Master’s degree in public health or social services.
- At least 3 years or more knowledge of HIV, STIs, HCV and other infectious diseases.
- EMR/EHR and database experience, particularly Cerner, Discern, Tableau, CareWare, and REDCap.