Patient Access Optimization Consultant

Across our network of over 100 outpatient centers, our team of 1,800+ healthcare professionals collaborates daily to streamline patient access, enhance care coordination, and optimize clinical workflows through integrated scheduling solutions. As a Patient Access Optimization Consultant with OSUP, you'll drive transformative change in how patients access care through strategic scheduling solutions and operational expertise.

At OSUP, we believe in collaborative problem-solving and mutual support. Our team values transparency, respect, and a shared commitment to removing barriers to patient care through thoughtful process improvement.

The Patient Access Optimization Consultant supports the optimization of patient access by designing, optimizing, and maintaining integrated scheduling pathways across physician and hospital-based services. This role serves as a subject matter expert in Epic scheduling workflows and decision logic, partnering with operational and clinical stakeholders to identify barriers to access and implement effective solutions. In addition to managing system changes and workflow design, the Consultant is responsible for performing comprehensive quality assurance reviews to ensure accuracy, standardization, and compliance across scheduling tools and processes. The role also leads the development and delivery of training materials, facilitates end‑user training, and oversees onboarding for new staff to ensure consistent adoption of best practices. Through collaboration with IT and operational partners, the Patient Access Optimization Consultant ensures that all scheduling-related enhancements are validated, accurate, and effectively supported throughout implementation and beyond. 

Duties and Responsibilities:   

• Design, optimize, and maintain documentation of integrated scheduling pathways using Epic advanced decision tree logic, Epic CRM, clinical message routing, and other scheduling tools.  

• Serve as the subject matter expert in scheduling workflow, representing business needs to optimize centralized access services.  

• Act as liaison between business units, IT, and front-end users, facilitating business requirement sessions and creating operational workflows for assigned projects.  

• Design, manage, and maintain documentation in Visio of complex decision tree logic structures within Epic templates.  

• Review templates globally and make organization-wide recommendations to optimize ambulatory scheduling and capacity management.  

• Provide consultative guidance to business line administrators on template builds, management, and best practices.  

• Support leadership in executing strategic goals and initiatives for patient access.  

• Partner with clinical stakeholders to identify and proactively mitigate scheduling issues or barriers to access, designing and implementing solutions.  

• Facilitate all patient access Epic-related changes with IT, providing structured timelines and oversight for go-live or change management support.  

• Create and facilitate training materials, user training, and validation for scheduling changes.  

• Perform proactive audits on recurring templates to maximize patient care, continuity, and satisfaction, identifying areas for improvement and optimization.  

• Maintain in-depth knowledge of Epic Cadence template build options to promote clinic flow efficiency and maximize patient throughput.  

• Foster partnerships with department leadership and providers, offering resolution to problems and following up professionally.  

• Present data sets, solutions, and suggestions to leadership in various formats.  

• Make recommendations and process improvement suggestions for scheduling and access workflows.  

• Develop and deliver training materials, conduct training sessions, and support validation for new processes. 

• Participate in onboarding for new hires, including system training, workflow education, and competency validation. 

• Perform quality assurance reviews on scheduling pathways, decision trees, templates, and workflow builds to ensure accuracy, consistency, and compliance. 

• Conduct routine QA audits to identify errors, gaps, or optimization opportunities and document findings. 

• Collaborate with IT to resolve QA issues, retest changes, and validate accuracy prior to deployment. 

• Provide ongoing support to contact centers for process changes and issue resolution. 

All Capacity Management Department Employees are Expected to: 

• Make recommendations and process improvement suggestions. 

• Ability to perform functions using job-related software and systems. 

• Maintains compliance with required dress code in order to provide high quality of care and service.  

• Demonstrates consistent professionalism through reliable attendance, punctuality, attention to detail, effective collaboration with the care team, and courteous interactions with customers, vendors, and patients.  

• Engages in regular communication with supervisor(s) to review performance, receive constructive feedback, and align on goals and priorities. Actively seeks guidance and support when needed to ensure role expectations are met.  

• Bachelor's degree or equivalent combination of education and relevant work experience.   

• A minimum of two years of experience working in an analyst or senior analyst role.  

• Experience working in data analytics.  

• Experience leading a template optimization project. 

• EPIC Cadence Accreditation 

• EPIC Decision Tree Badge 

• Experience participating in a decision tree optimization project  

• Strong understanding of EPIC and Template Management.  

• Demonstrate a high level of interpersonal skills to handle sensitive and confidential situations, and ability to engage with individuals at all levels of the organization with poise, tact and diplomacy.   

• Knowledge of a variety of computer software applications (MS Word, Excel).   

• Demonstrated knowledge of database structure, working practice of reporting techniques and tools (Qlik). 

• Ability to work independently, with minimal supervision, or as part of a team, with tight deadlines.   

• Possess strong collaboration skills, performing with cross‑functional teams to achieve shared goals. 

• Ability to practice healthy compromise, balancing differing perspectives to arrive at solutions that best support organizational success.  

• Ability to present data sets, solutions and suggestions to leadership in a variety of formats.  

• Ability to provide continual attention to detail.  

• Excellent customer service skills.   

• Excellent written and verbal communication skills.  

• Must be knowledgeable of medical office operations and systems; reliably follow all HIPPA guidelines.  

• Strong critical thinking skills with the ability to apply logical and linear thinking to resolve problems.