Program Coordinator at Trinity Health - IHA – Ypsilanti, Michigan

POSITION DESCRIPTION:

The Program Coordinator is responsible for overseeing day-to-day program operations to ensure patients receive friendly, efficient, and high-quality service while supporting organizational goals. The role supervises operational workflows, staffing, scheduling, and training; maintains accurate provider and program information across systems; and serves as a key liaison among leadership, providers, and staff. Responsibilities include monitoring financial and operational performance, supporting budget development, analyzing trends, and implementing action plans to improve efficiency, access, quality, and patient safety. The position also ensures compliance with regulatory requirements, documentation and coding standards, and internal policies, while contributing to strategic initiatives such as the CORE Work Plan, cost-effective staffing models, and continuous process improvement through collaboration, communication, and leadership support.

ESSENTIAL JOB FUNCTIONS:

1. Responsible for ensuring patients receive friendly, efficient service; planning and implementing operational processes of the program; and working with leadership to achieve operational goals.

2. Supervises day-to-day operations of assigned areas to ensure efficient, fiscally responsible, and customer-responsive procedures and operations. Is approachable and welcomes opportunities to provide feedback to staff and resolve patient concerns.

3. Oversees tasks that optimize workflow and provides suggestions to continually improve processes and the customer experience.

4. Communicates thoroughly and promptly with office leadership, providers, and staff regarding all issues impacting day-to-day operations; partners with appropriate departments and leadership to develop clinical protocols as needed to ensure compliance with federal regulations.

5. Maintains and updates provider information in the timekeeping system, EPIC, and other systems as necessary. In conjunction with the Program Manager, approves or declines program staff PTO requests.

6. Effectively organizes training materials for new colleagues and keeps materials up to date with changes in procedures.

7. Keeps department staff informed of new guidelines and information required to perform their jobs.

8. Works with program providers and the program management team to develop, implement, and manage the CORE Work Plan.

9. Assists in the development and oversight of the program budget.

10. Reviews monthly financial data and develops meaningful tools to assist leadership in gaining insight into program performance.

11. Monitors monthly statistical reports and program trends and develops action plans accordingly.

12. Works with leadership to develop cost-effective staffing models and program operations.

13. Ensures provider schedules are maintained and communicated to support a high level of access and service for patients.

14. Maintains knowledge of all office services, billing, and managed care department basic services; supports the education of office staff and providers.

15. Ensures the practice maintains a physician documentation and coding audit program.

16. Supports program leadership in producing plans to improve quality and patient safety.

17. Attends monthly Reception Leadership meetings and provides updates to staff and leadership through regularly scheduled staff meetings.

18. Attends all required meetings and training and ensures that relevant updates are communicated to staff, leadership, and providers.

19. Completes special projects, participates in committees as requested, and performs other administrative support tasks as assigned.

ORGANIZATIONAL EXPECTATIONS:

1. Creates a positive, professional, service-oriented work environment for staff, patients, and family members by supporting the IHA CARES mission and core values statement.

2. Must be able to work effectively as a member of the office reception and medical records team.

3. Successfully completes IHA’s “Our Experience” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal and external customers.

4. Maintains knowledge of and complies with IHA standards, policies, and procedures.

5. Maintains complete knowledge of office services and the use of all relevant office equipment, computer systems, and manual systems.

6. Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.

7. Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.

8. Uses resources efficiently.

9. If applicable, is responsible for ongoing professional development—maintains appropriate licensure/certification and continuing education credentials, and participates in available learning opportunities.

MEASURED BY:

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.

ESSENTIAL QUALIFICATIONS:

EDUCATION: Bachelor’s degree in Healthcare Administration, Accounting, Finance or related field. Equivalent combination of Associate’s Degree and experience will be considered.

CREDENTIALS/LICENSURE: None

MINIMUM EXPERIENCE: Previous experience working to provide high level support in an administrative or executive level healthcare environment. Previous experience working with Project Management applications and presenting complex analyses. Technical writing experience required. Experience working in a matrix-managed organization.

POSITION REQUIREMENTS (ABILITIES & SKILLS):

1. Ability to perform mathematical calculations, often with a moderate to high level of complexity, during the course of performing basic job duties.

2. Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, payroll and accounting systems, email, e-learning, intranet, Microsoft Word and Excel and computer navigation. Ability to use other software as required while performing the essential functions of the job.

3. Excellent communication skills in both written and verbal forms, including proper phone etiquette. Ability to speak before groups of people, either in-person or virtually.

4. Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor.

5. Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, vendors, external customers and others, as necessary.

6. Ability to cross-train to achieve smooth flow of all operations.

7. Good organizational and time management skills to effectively juggle multiple priorities and time constraints.

8. Ability to exercise sound judgment and problem-solving skills, specifically as it relates to resolving issues regarding physician compensation calculations.

9. Ability to handle payroll, accounting and organizational information in a confidential manner.

10. Ability to drive to other office/practice sites and meeting and training locations.

11. Successful completion of IHA competency-based program within introductory and training period.

MINIMUM PHYSICAL EXPECTATIONS:

1. Physical activity that often requires keyboarding and phone work.

2. Physical activity that often requires extensive time working on a computer and sitting.

3. Physical activity that sometimes requires walking, standing, bending, stooping, reaching, climbing, kneeling and/or twisting.

4. Physical activity that sometimes requires lifting, pushing and/or pulling over 20 lbs.

5. Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus.

6. Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.

7. Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

MINIMUM ENVIRONMENTAL EXPECTATIONS:

This job operates in a medical facility and requires regular walking to various locations around the hospital/clinic. Employees will be working where there is patient care equipment. Hazardous materials, including bloodborne pathogens and bodily fluids are also present. Exposure to sharps, x-rays, patients' conditions and some unpleasant sights, smells and contagious diseases are possible. This position requires significant interaction with people (many of whom are scared, hurt and/or ill) which can be stressful and result in competing priorities.