Panel Operations Coordinator

Job Purpose & Position Overview

The Panel Manager works closely with the Ambulatory Medical Director (AMD) and Primary Care Clinic Manager (PCCM) to manage panel assignments, develop and track reports on key empanelment metrics, and conduct staff training.

Specific Job Duties/Responsibilities:

• Ensures each patient is assigned to a primary care provider (PCP).
• Resolves unassigned patients by reviewing appointment history to determine appropriate assignments based on PCP availability.
• Monitors influx of new patients into panels and analyzes PCP capacity (panel fullness) to absorb new patients. Reviews issues with medical director and reassigns as appropriate.
• Reporting: develops monthly panel reports and reviews PCP assignments. The monthly panel report consists of all patients seen in specified month, assigned PCP, treating provider (continuity), retention and PCP change.
• Determines continuity percentages for each provider against WCHS strategic goals.
• Ensures continuity target goals are being met. If not, develops a performance improvement plan in collaboration with AMD/PCCM.
• Generates operational reports such as panel fullness, urgent/same-day appointment availability, and third available.
• Manages PCP change requests in collaboration with AMD/PCCM, which could include:
  • Patient-initiated PCP change requests. Facilitates discussion between and obtains approval from current assigned PCP and future PCP and makes the change in the practice management system.
  • Provider-initiated PCP change requests. Makes changes in the practice management system.
• Tracks patient status changes including death and transfers to other care and makes the change in the practice management system.
• Assesses panel fullness against “right size” and discusses any needed adjustments with AMD/PCCM.
• Assesses the impact of requests for changes in part-time status.
• Under the direction of the AMD/PCCM, tracks impact and supports medical and operational leaders in making decisions on cross coverage, temporary coverage, and movement of whole or partial panels.
• Tracks PCP status changes (transfer, termination, sabbatical, medical leave, etc.) and:
• Evaluates impact on assigned panel of patients.
• Reassigns panel to other clinic providers according to panel fullness.
• Notifies affected patients of new PCP assignment.
• Develops and conducts trainings including:
• Empanelment 101 training for all staff (importance of empanelment, access and continuity).
• Call center and front office/back office training on scheduling with assigned PCP.
• PCP change request training for call center, and front office/back-office staff.
• Conducts oversight (and governance participation) of PCP data and clinical full-time employee (FTE) data.
• With operations and medical leaders, creates PCP teams and care teams.
• Manages and updates provider workload (e.g., adjusts teams if there are staff turnover issues).
• Manages weighting parameters.

Required Qualifications/Skills:

• Associate's degree in business or related field required; bachelor’s degree preferred.
• At least two years of related experience.
• Licensed Practical Nurse or Licensed Registered Nurse with 2+ years of outpatient experience preferred.
• Current Certification in Basic Life Support (BLS) required.
• Advanced Cardiac Life Support (ACLS) and Pediatric Advanced Life Support (PALS) preferred. 
• Two to three years of experience in healthcare.
• Previous experience with electronic health records.
• Strong data and analytical skills.
• Proficient with Microsoft Office suite or related software.

Physical Requirements:

• Normal to light office work that includes the ability to lift up to 30 lbs. 
• Regularly required to walk, stand, and sit for extended periods of time and use hands to operate computer keyboard, phone, and various office and medical equipment 

Cognitive Requirements: 

• Ability to read, write, and perform needed calculations
• Above average social skills and the ability to interact with all age groups

• Ability to reason and analyze when circumstances warrant 
• Work with minimal to no supervision 

Language Requirements:  

• Possess the ability to read, write, and speak the English language fluently 
• Continually and effectively employ professional verbal and written communications skills 

Certificates, Licenses & Registrations:

• All applicants will comply with 45 CFR 1301, Subpart D, Section 1301.31, C and D, which require all prospective employees to sign a declaration prior to employment regarding all arrests and convictions of child abuse or violent felonies and to comply with PL 101-630 and PL 101-637 regarding criminal records check.

Please note the position description duties, responsibilities, and activities may change at any time with or without notice.

WCHS is an equal opportunity employer.

All applicants must comply with 45 CFR 1301, Subpart D, Section 1301.31 C and D, which require all prospective employees to sign a declaration prior to employment regarding all arrests and convictions of child abuse or violent felonies and comply with PL 101-630 and PL 101-637 regarding criminal records check. As provided by Federal Law, all qualified Native American and Veteran applicants shall receive preference over Non-Native American applicants. In the absence of qualified Native American applicants, consideration will be given to all other applicants without regard to race, color, religion, gender, gender orientation/identity, national origin, age, marital status, veteran status, genetic information, disability or any other reason prohibited by law in provision of employment opportunities and benefits. WCHS participates in E-Verify.