Position Overview

The Manager of Clinical Informatics and Patient Access (Advanced Practice Provider) serves as an Epic electronic health record champion and leads a team of access providers who deliver flexible, innovative coverage across NSCH clinical sites, including via telehealth. Reporting to the Chief Clinical and Informatics Officer (CCIO) and collaborating closely with the Chief Medical Officer (CMO), this role ensures that access providers, including Nurse Practitioners (NPs) and Physician Assistants (PAs), deliver culturally sensitive, comprehensive care that meets both patient access needs and organizational goals.

The Manager will ensure that access team providers meet patient access goals while contributing to the organization's broader program goals and strategic aims, including financial sustainability. This includes developing innovative models for providing EHR in-basket support to primary care providers.

Working closely with Informatics and clinical leadership teams, the Manager will maintain a strong focus on EHR optimization and education. The role also centers on identifying and driving innovative care delivery models, advancing patient digital enablement, and promoting approaches that support joy in work and the retention of primary care providers and team members.

Essential Duties and Responsibilities

Managerial Functions:
• Collaborate with Medical Directors, Practice Managers, and RN Managers to ensure effective patient access, including coverage for vacations and other planned absences.
• Supervise and participate in the management of primary care providers' in-basket system ("Inboxology"), ensuring Access Providers dedicate time to address test results, medication refills, patient calls, and messages. Monitor progress to ensure billable encounters are generated and productivity goals are met.
• Ensure that Access Providers respond to emails and messages promptly, maintaining efficient and effective communication channels. Respond to emails in a prompt manner.
• Close all billable encounters within 72 hours of the date of the visit. Ensure all Access Providers are adhering to same protocol.
• Complete the care gaps and preventative care measures at every patient visit when possible. Oversee process for Access Providers to do the same.
• Meet weekly productivity goal as discussed with CCIO/CMO and report productivity routinely as requested. Oversee and report Access Provider productivity numbers, ensuring all Access Providers are aware of goals and routinely meet them.
• Act as a clinical content expert, works with the QI/Population Health team to meet quality measure requirements and provide necessary access.
• Collaborate with Operations to meet the organizational goals and needs such as but not limited to new patient access.
• Conduct regular 1:1 check-ins with Access Providers to provide feedback, support professional development, and address clinical or workflow challenges.
• Lead onboarding and orientation for new Access Providers, ensuring familiarity with NSCH's mission, systems, and expectations.
• Monitor patient access and other access program metrics, including third next available appointment, no-show rates, and panel size balance; collaborate with site leadership to make real-time improvements.
• Ensure Access Providers receive regular training in trauma-informed care, culturally responsive practices, and current clinical guidelines.

Access Provider Functions:
• Provide direct care to scheduled patients and/or walk-in patients when necessary.
• Follow up on laboratory and imaging testing and communicate the results to the patients in a timely manner.
• Obtain history and physical examinations of the patients in an ambulatory setting, or over telehealth.
• Utilize laboratory and other diagnostic services as appropriate.
• Make a diagnosis and administer treatments based on evidence-based medicine whenever possible but always within accepted standards of care.
• Seek outside advice and consultation as necessary; refer for specialty care and for confirmation of diagnosis and treatment when appropriate.

Epic/Informatics Functions
• Serve as a champion and superuser for the Epic EHR as well as other integrated/adjacent platforms
• Willingness to participate in/complete additional levels of training and permissions in Epic in order to build capacity for further Epic customization and optimization at NSCH (i.e., clinical builder training)
• In partnership with IT/EMR team, provide training and communicate updates to and gather feedback from clinical teams around new EHR/clinical IT features or areas for optimization.
• Participate in/pilot new initiatives related to clinical informatics and patient digital enablement.
• Participate in and reports out on relevant workgroups/meetings both internally and externally

General Functions:
• Maintain strict adherence to the NSCH Confidentiality policy including HIPPA guidelines
• Treat all patients in a welcoming and professional manner.
• Support all team members in Access Provider roles and maintain an open and positive attitude.
• Works as an integral member of the primary care team, which include careful attention to customer service, population management, appropriate delegation and participation in the quality
• Other duties as assigned

Non-Essential Functions:
• Attends required leadership and staff meetings
• Adheres to NSCH policies
• Adheres to NSCH values and principles:

Requirements
• Master's degree in nursing with certification as an NP or graduate of a certified Physician Assistant program.
• Managerial experience preferred.
• Current licensure to practice in Massachusetts.
• Experience with Epic EHR.
• Experience with EHR optimization/customization strongly preferred.
• Experience in community health care.
• Must have reliable transportation to travel between sites.
• Preference will be given to bilingual/bicultural individuals who are Spanish or Portuguese.
• Ability to work effectively both independently and as part of a team
• Strong communication and interpersonal skills, with commitment to establishing a safe and respectful environment for team members
• Ability to work in a culturally diverse environment
• High level of commitment to continuous improvement in the quest for comprehensive and quality health care.
• Completion of NSCH compliance trainings.

Physical Requirements
• This job is inherently sedentary, necessitating the ability to remain seated or standing for extended durations, while also utilizing computers and phones.
• Occasional lifting of materials (e.g., boxes, equipment) weighing up to 50 pounds
• Ability to sit or stand at a desk for extended periods, with consistent use of computers and telephones
• May be required to travel to multiple sites within a single day

Internal and External Contacts
• Actively engages with employees through frequent face-to-face interactions, phone conversations, and email communication.
• Regularly interacts with external patients in person and through email and phone

Living on the North Shore

With facilities in Salem, Peabody, and Gloucester, NSCH offers access to New England's Coastal charm just thirty minutes outside Boston. The North Shore is connected to the city via the Rockport Commuter Rail line, which makes stops in Salem and Gloucester. The North Shore has plenty to offer, with a rich history and thriving cultural scene.

For Information Please Contact:

Talent Acquisition Department

North Shore Community Health

[email protected]

Salary Description

$131,000