What does your morning routine look like?  

I work East Coast hours but I'm over here in Oregon, so I'm Pacific Time. My morning routine consists of getting out of bed around 4:45 AM, getting the computer running, and then getting a cup of coffee. The rest of the world is still asleep, so once I've got my coffee and my computer started up, I go through the process of logging into all the systems because there are a lot of security layers to everything. Once I’m all logged in, my first task is to open my email and go through them to make sure there isn't anything super urgent flagged. Around 7:00 AM, I refresh my coffee. I have two older dogs, they're 10 and 11. They don't get up with me because they know when I get my second cup of coffee it's breakfast time. While waiting for my coffee to brew, I take care of feeding them. Thanks to their doggy door, they can let themselves out whenever they need to.

Can you walk me through what a day is like for you as a NextGen EPM Specialist?   

As I mentioned above, the first thing I do once logged in is open my email. I review my emails and then log into the ticketing system to check the status of my tickets and make sure I don't have any that need to be addressed immediately. I'll go through the bolded ones first and then I will hop into NextGen’s ticketing system and check for any updates on those so I can cross-reference what I need to do between the two systems. After that, I dive right into working through any updates or corrections that come in on "trouble tickets". I call them trouble tickets when it’s something that needs to be fixed as opposed to my project tickets.

Our project tickets focus on optimizing workflows and ensuring the seamless operation of our Members' systems. We're going through RTS Projects [Real Time Services – a product through NextGen that checks eligibility for all patients that have appointments] and ERA Projects [Electronic Remittance Advice – a function in EPM where claims can go out electronically and then payments can come in electronically]. All these projects are preloaded into our project queue.

Once I've finished my immediate tasks, I go straight into working through my project list. I take great pleasure in crossing off tasks from my to-do list, as it keeps me organized and focused throughout the day. However, maintaining this structure can be challenging at times, especially with a busy schedule filled with meetings. I frequently meet with Members, the core team, and the EPM team, ensuring effective collaboration and communication throughout the week. I also have the opportunity to work with OSIS staff in one on one training.

How do you make the most of your time?   

There are some busy days where I step away and go for a short walk and think “OK, what's my priority for the day?” If I have a task that requires a lot of focus, I will set my teams on do not disturb to complete it without distraction. Most days I have the TV on in the background because it makes me feel like I’m a part of something and so there’s ambient noise, but on the days I have a high-priority task, I will turn it off so I can work in silence to focus.

What are three high-impact tasks of your job?   

To ensure I stay ahead of the game, I have multiple Members who are either undergoing updates this year or have upcoming health checks scheduled. My health checks are a high priority. I like to make sure I thoroughly examine the fine details of the financial reporting, that way I can provide our Members with more details than what is on the health check.

Another high-impact task is staying ahead of Member ticket requests and following up with notes every three days. Following up with our Members regularly has been a significant focus for us, and although I may worry about being a bit bothersome with frequent follow-ups, the feedback from our reports confirms that it's been highly effective and well-received. So that's a high priority for me as well.

A third high-impact task is making sure I'm continuing to respond to emails and messages coming in throughout the day. Establishing strong relationships with my Members and colleagues is a top priority for me. My goal is to create an environment where they feel comfortable approaching me with any question or concern without ever feeling like it is insignificant. Building trust and fostering open communication is essential in our collaborative work at OSIS. 

Do you ever travel or visit Members on-site?   

I've been on site three times this year and have been greeted with open arms when I arrive. Each Member had planned out who I would sit with and what I what to review. I get on site, and I typically sit with someone at the front desk, billing, and scheduling. I observe their workflows and processes and take notes to see if I can do some quick wins while I'm there. I offer suggestions or little tweaks to their setup that may make their jobs easier and make those tweaks right then and there. Past that, on-site visits usually encompass the health check I mentioned earlier. Once I leave the Member’s site, I come home and do a full report.

What playlist do you listen to while you’re working?  

I don't have a specific playlist. Sometimes I’ll have the TV on in the background to fill the noise, other times I’ll tell Alexa to play a genre, whatever I’m feeling for the day.

How do you fill your evenings?   

Well, I have a lot of yard work and love doing DIY home projects. I also play slow-pitch softball in spring and summer, and then volleyball starts up in fall and goes through winter. I recently got a pickleball set and I want to start playing it. Outside of that, I try to hit the gym when possible and hang out with friends. There’s always somewhere to go to see live music in Central Oregon.

I know everyone's very busy, so I appreciate you taking the time to meet with me. Thank you.  

Thank you, it was very nice to meet you as well. Have a great day.

Thanks, you too.  

Working at OSIS offers a dynamic and fulfilling experience. Our team is motivated by the knowledge that their contributions directly benefit underserved communities. We hope this glimpse into the daily routine of a NextGen EPM Specialist at OSIS has provided valuable insight into the vital work we do.