Access Coordinator - Physician Advisory Services

Job Purpose

The PAS Access Coordinator supports Physician Advisors by coordinating and maintaining access to client EMRs. This role manages new PA EMR access, supports existing access needs, assists with access requirements for new client implementations, and acts as the primary contact for client-reported PAS portal issues, tracking service requests through resolution. This position also provides end-user training and serves as a backup resource for Physician Scheduling. The ideal candidate is organized, self-directed, able to manage multiple client-related responsibilities, and has strong administrative, computer, and communication skills. This is not an IT role and does not require IT expertise.

Duties and Responsibilities

• Complete new PA access requirements for each client and track progress through completion.
• Assist Physician Advisors with access issues by supporting JIRA submissions, coordinating internal or client escalations, and monitoring progress.
• Create training materials and train PAs on each client’s access procedures.
• Revise and share training documentation when client EMR upgrades require process changes.
• Maintain access tracking records and help PAs prevent access deactivation due to inactivity.
• Notify clients when PAs are onboard or offboarded.
• Partner with new clients, the MMX IT Team, Customer Support, and Project Management during implementations to complete PA access forms, document EMR access steps, train PAs, and track each PA’s access progress before go-live.
• Document incidents and processes as directed, ensuring tickets requiring follow-up or calls receive appropriate attention.
• Assist with identifying, developing, and documenting process improvements.
• Escalate service requests that require additional resources or higher priority to ensure timely resolution.
• Coordinate and maintain user access to client systems and software.
• Troubleshoot user access issues as they arise.
• Provide new-user access support to employees as needed.
• Provide administrative support to various client branches.
• Coordinate new-user setup in client systems, including EMRs, payer websites, and related platforms.
• Coordinate new-user setup in external systems for co-sourcing teams.
• Coordinate user terminations in internal and external systems, including portal access.
• Provide weekly access and delay updates to the management team.
• Answer and triage phone calls appropriately.
• Provide coverage for lunch breaks and vacations.

• Provide support to Peer-to-Peer Physician advisors by coordinating communication between Physician Advisor, Payer, and client via live virtual meetings, phone calls, and email.

• Assist other administrative departments as needed.
• Support system access maintenance.
  • Stay current on client system changes and updates and communicate relevant changes to the team.
  • Maintain portal training documents and patient/practice handouts.
• Program and update phone system extensions, voicemail, and forwarding settings, and troubleshoot related issues.
• Document and track system and equipment support issues to identify recurring or system-wide problems.
• Maintain a tracking list of new employees and the client systems they can access.
• Assist with Help Desk access requests by opening tickets, serving as the primary contact, troubleshooting issues, and keeping managers and providers informed of progress and next steps.
• Complete projects for the Director of Systems and Manager as assigned.
• Perform other duties as assigned.

Qualifications

Required Experience:
2-3 years of relevant administrative support experience including answering calls experience

• Advanced skill level in Microsoft Word, Excel and Outlook
• Administrative experience in Medical Office environment - preferred
• High School diploma or GED
• Attention to detail, strong organization skills, and ability to effectively multitask
• Ability to communicate in a precise and clear manner, verbally and in writing IF TV_LV_BAR_TRAN.FSC__3 IN (309, 308, 501, 204, 520)
• Ability to communicate professionally through email, adhere to standard business email etiquette
• Strong ethics and the ability to handle highly sensitive information with discretion and confidentiality
• Professionalism appearance, behavior, and communication
• Ability to work at high level of efficiency without constant supervision
• Ability to work independently and within a team when needed
• Work well with others in a cooperative and supportive manner
• Ability to navigate the internet proficiently