Network Operations Coordinator

POSITION SUMMARY:

The Network Operations Coordinator supports BMCHS by providing essential administrative, operational, and communication support across the hospital system and its network of community-based provider practices. Reporting to the Manager or Director of Network Operations, this role helps ensure smooth referrals, accurate provider information, effective communication, coordinated patient transitions, and patient outreach support. The Coordinator serves as a key point of contact for day-to-day issue resolution, information sharing, and workflow support between BMC departments, Boston HealthNet practices, Population Health, and the Epic/IT teams.

Position: Network Operations Coordinator       

Department: Boston HealthNet CHCs

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

Provider and Hospital Liaison:

• Serve as a frontline contact for provider offices to address questions related to referrals, scheduling processes, and care coordination needs.
• Triage and route operational issues to the appropriate hospital department (e.g., scheduling, specialty clinics, registration, medical records, IT) and follow up to ensure resolution

Referral and Access Optimization:

• Assist in monitoring referral queues and identifying common barriers that delay access to specialty or inpatient services.
• Support dissemination of updated workflows, job aids, and access-related communications to network practices.
• Help maintain accurate provider and service information used across the network for referrals and scheduling.

Care Transition Coordination:

• Support workflows related to post-discharge follow-up, direct admissions, and other practice-to-hospital transitions.
• Ensure network practices receive timely updates on patient discharges, specialty appointments, and required clinical documentation.
• Monitor shared inboxes or worklists supporting care coordination activities.

EHR and CareLink Support:

• Work with IT/Epic teams to facilitate onboarding of new EpicCare Link users and assist with basic troubleshooting needs.
• Provide administrative support for password resets, access forms, and user management.
• Collect and organize feedback from practices regarding EHR issues or documentation needs.

Communication and Relationship Management:

• Distribute operational updates, workflow notices, and hospital announcements to provider offices and ensure materials are current and accessible.
• Maintain contact lists, communication logs, and feedback trackers to support transparent and reliable communication channels.
• Assist with preparing presentations, summaries, or updates for network stakeholders.

Operational Performance Monitoring:

• Support data collection and routine reporting related to referrals, access issues, or care transition activities.
• Maintain logs of recurring issues or trends and escalate to the Manager or Director as appropriate.
• Help track the status of open issues and ensure timely follow-up with practices and hospital departments.
• Assist in setting, monitoring, and tracking referral volume and access goals, and report progress to the Manager or Director to support operational improvement initiatives.

Patient Outreach Support

• Conduct patient outreach to support referral scheduling, specialty appointment coordination, and follow-up care.
• Assist with care transition workflows, including post-discharge follow-up, direct admission confirmation, and closure of open care gaps identified by network practices.
• Contact patients to verify demographic information, confirm provider attribution, or clarify referring provider details to ensure accurate scheduling and continuity of care.
• Provide clear, patient-centered communication while documenting outreach attempts in the appropriate tracking systems or worklists.

Project Management:

• Provide coordination support for operational projects, such as EHR go-lives, referral workflow redesign, or process improvement initiatives.
• Schedule meetings, prepare agendas, gather materials, and assist with documentation of project updates and decisions.
• Maintain project trackers, timelines, and status reports.

Continuous Improvement:

• Participate in workflow reviews and offer insights based on front-line interactions with provider offices.
• Help test and review new workflows, forms, or communication tools prior to deployment.
• Support the Network Operations team in identifying opportunities to improve efficiency, communication, and the patient experience.

Other Responsibilities:

• Perform other related duties as needed to support effective coordination and collaboration across the provider network.
• Assist with operational tasks that enhance provider engagement and contribute to network performance.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required)

JOB REQUIREMENTS

REQUIRED EDUCATION AND EXPERIENCE:

Associate’s degree required with at least 1 year of experience in healthcare operations, patient access, care coordination, or a related administrative role.

Or equivalent combination of education and experience.

PREFERRED EDUCATION AND EXPERIENCE:

Bachelor’s degree in healthcare administration, public health, or related field

Experience working in hospital systems, community health networks, or EHR platforms (EpicCare Link preferred) strongly desired.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

N/A

CERTIFICATES, LICENSES, REGISTRATIONS PREFERRED:

N/A

KNOWLEDGE, SKILLS & ABILITIES (KSAs):

• Strong organizational skills with the ability to manage multiple tasks and follow through on assignments.
• Clear and effective written and verbal communication skills for interacting with providers, patients, and internal departments.
• Ability to work independently, prioritize work, and escalate issues appropriately.
• Proficiency with electronic health records, Microsoft Office Suite, and data entry/reporting tools.
• Ability to interact effectively with diverse patient populations and hospital staff in a professional and respectful manner.
• Strong problem-solving skills problem-solving skills with a high level of accuracy and attention to detail.
• Ability to maintain confidentiality of sensitive patient and provider information.
• Ability to adapt to changing workflows, operational needs, and work environments.
• Ability to work collaboratively within a team to support efficient operations and high-quality patient services.

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being. 

NOTE: This range is based on Boston-area data, and is subject to modification based on geographic location.

Equal Opportunity Employer/Disabled/Veterans

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