Manager of Clinical Informatics and Patient Access (Advanced Practice Provider)

Description

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.

The Organization

North Shore Community Health (NSCH) is a highly accomplished community health organization that prides itself on its compassionate approach to serving the surrounding communities with comprehensive and culturally sensitive care. With a strong commitment to excellence, NSCH provides:

• Comprehensive primary care.
• Dental services.
• Behavioral health care.
• Care management.
• Pharmacy services.
• Substance abuse disorder treatment.
• Nurse care management.
• Insurance enrollment assistance.

NSCH operates service sites at Gloucester, Peabody, and Salem Family Health Centers, ensuring convenient access to care. Additionally, NSCH extends its reach through school-based health centers within the Salem and Peabody School Districts. NSCH collaborates with Bentley Academy, Collins Middle School, Horace Mann School, Bates Elementary School, and the Peabody Learning Academy for behavioral health services.

As a community-based safety net healthcare provider, NSCH actively encourages diversity and welcomes staff members who reflect the rich tapestry of our communities. We highly value the contributions of our team members and offer a wide range of perks and comprehensive benefits. These include health and wellness benefits, tuition reimbursement, loan forgiveness opportunities, and other appealing benefits.

We believe in supporting our employees from day one, and all eligible staff members can take advantage of these benefits right from the start of their employment at NSCH. We aim to foster a supportive and rewarding environment that empowers our team members to provide exceptional care to our communities.

Mission

North Shore Community Health’s mission is to build healthy communities by providing exceptional care to all.

Vision

Healthy People | Vibrant Communities

Values

Accountability

We take our responsibility to ourselves, each other, and the NSCH Community very seriously. We understand our individual roles, and positions of power with respect to how others perceive our roles and actions. We hold ourselves accountable when we make mistakes–acknowledging the error, owning it, taking corrective actions, and moving forward. We follow through on what we commit or resolve to do.

Integrity

Integrity is the foundation of healthy relationships. We are committed to the highest ethical standards: honesty, fairness, respectfulness, and trustworthiness. We are honorable and respectful in dealings with others, and we strive to deal honestly, fairly, and in a respectful, ethical, and trustworthy manner when in agreement or disagreement.

Empathy

Empathy is a deep appreciation for another’s situation and point of view, which is the basis for the golden rule and our intrinsic sense of justice. We strive to bring empathy into our interactions with each other and with our patients.

Courage

We see courage as the strength of character to stand up for our convictions and belief system. To have courage is to have the fortitude to take risks and to extend one’s behaviors, actions, and thoughts beyond one’s comfort zone. We appreciate that courage is often required to compromise. Courage is a state of mind to face adverse, difficult, and challenging situations with confidence and positive energy.

Respect

NSCH holds its patients in the highest regard. We provide care that is respectful of and responsive to individual patient needs and values. We take the time to listen to concerns, understand what is important, and provide appropriate solutions and care. We do this through coordination and integration of care, collaboration, and teamwork.

Commitment

NSCH is committed to the health and well-being of its community, patients, and staff. We demonstrate this commitment by constantly striving to align our actions with our mission, vision, and values.

EEO Statement:

We, North Shore Community Health (NSCH), are an equal employment opportunity employer. Our goal is to have a diverse workforce representative of all people, at all job levels, in the organization. We do not and will not make any personnel decisions (like recruiting, hiring, job assignments, and promotions) based on age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity, gender expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

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

As a health center, NSCH ensures that all employees comply with the annual requirements for vaccinations and health screenings. All employees must be vaccinated against COVID-19 as a condition of their employment unless they have been granted a religious or medical exception. Proof of COVID-19 vaccination must be provided, and prospective employees must be vaccinated before their first day of employment, submitting their vaccination record and pre-hire paperwork. If you need to request an exemption from the vaccine requirement or have any inquiries regarding this policy, please contact the Human Resources Department at [email protected].

At North Shore Community Health, our commitment lies in fostering a diverse workforce. If you're enthusiastic about this position but feel that your previous experience aligns differently with every requirement in the job description, we still encourage you to apply! Your skills could be a great fit for this role or other opportunities within North Shore Community Health.

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]