Provider Capacity Optimization Manager

POSITION SUMMARY:

The Provider Capacity Optimization Manager serves as the enterprise owner for provider capacity design, scheduling template optimization, and access efficiency. Reporting to the Director of Access Optimization, this role develops, implements, and sustains Epic-based provider scheduling architectures that maximize provider productivity, improve patient access, and align with organizational access, quality, equity, and financial goals. The Manager partners closely with clinical, administrative, and IT stakeholders to ensure provider capacity is deployed effectively and consistently across the organization and leads change management to support adoption and sustainment.  Initially an individual contributor role with functional leadership accountability, the position is expected to assume direct people management responsibilities as the Access Optimization program scales.

Position: Provider Capacity Optimization Manager       

Department: Ambulatory Operations

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Own the enterprise methodology for provider demand–capacity modeling; build and maintain specialty- and provider-level models to inform access targets, template strategies, and prioritization.
• Oversee the design, implementation, and maintenance of provider capacity and scheduling templates within Epic Cadence, including visit type frameworks, slot utilization rules, overbooking policies, bumping rules, and access guardrails (e.g., holds, urgent slots).
• Establish, document, and enforce enterprise standards for provider capacity and template management; ensure standardization across ambulatory services.
• Lead recurring audits of provider schedules and template configurations; identify variance from standards and partner with department leadership to remediate.
• Analyze provider utilization, appointment availability, third-next-available, and no-show/cancellation patterns to identify optimization opportunities and drive improvement.
• Integrate access equity considerations (e.g., language access, payer mix, visit modality, geography) into capacity design; support panel management strategies aligned to equity and access goals.
• Support onboarding of new providers and service expansions with right-sized initial capacity design, ramp plans, and monitoring.
• Serve as primary liaison with IT/Epic for provider capacity architecture and build; drive disciplined change control, testing, and release management.
• Prepare and present performance analyses, recommendations, and remediation plans to Access Optimization leadership and enterprise access governance bodies.
• Lead change management for capacity and template standards, including stakeholder engagement, communications, training, and adoption monitoring.
• Represent Access Optimization in governance, operational, and process-improvement forums; partner with Revenue Cycle, Quality/Safety, and department operations to align goals.
• May assume direct people leadership responsibilities as the team and function mature.

(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:

• Bachelor’s degree in healthcare administration, business, analytics, or related field; Master’s preferred.
• Minimum five (5) years of experience in ambulatory access, provider scheduling, or medical group operations with demonstrated ownership of capacity/template optimization.
• Proven ability to lead complex cross-functional initiatives and influence clinical and operational leaders without direct authority.

Or equivalent combination of education and experience.

PREFERRED EDUCATION AND EXPERIENCE (If none, please enter “N/A”):

• Experience with enterprise multi-specialty provider groups; exposure to safety-net/academic environments preferred.
• Hands-on experience with demand forecasting and capacity modeling; proficiency with SQL/Excel/BI tools (e.g., Power BI, Qlik) preferred.
• Fluency (non-certified or certified) in Epic EHR technologies and workflows (i.e., Radiant, Referrals, MyChart, and others).

CERTIFICATIONS, LICENSES, REGISTRATIONS REQUIRED (If none, please enter “N/A”):

Current Epic certification in at least one Epic application is required, or the ability to gain certification within 6 months.

CERTIFICATIONS, LICENSES, REGISTRATIONS PREFERRED (If none, please enter “N/A”):

• Multiple current Epic certifications specifically in Cadence and Ambulatory; Ability to meet these certifications within 120 days.

KNOWLEDGE, SKILLS & ABILITIES (KSAs) (If none, please enter “N/A”):

• Expertise in provider capacity design, Epic scheduling architecture, and template governance.
• Strong quantitative and analytical skills; ability to translate data into decisions and standards.
• Exceptional communication and change leadership; effective with executives, physicians, and frontline teams.
• Commitment to access equity and patient-centered design.

SPECIAL WORKING CONDITIONS (responsible for on-call, 24 hr. coverage, etc.): (If none, please enter “N/A”)

May require occasional early/late hours to support provider schedule changes and go-lives; hybrid on-site presence for design sessions and stakeholder meetings.

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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