Manager Template Operations & Capacity Mgt. (Hybrid - Detroit, MI)

📁
Admin Support (Non-Clinical)
💼
Corporate Services
📅
257399 Requisition #

This position will be hybrid, requiring a minimum of 2 days as week at the corporate office in Detroit, MI once fully trained and functional.

GENERAL SUMMARY:

Reporting to the Director, the Manager-Template Operations & Capacity Management oversees system-wide scheduling access and capacity optimization across scheduling platforms, overseeing both template technology operations and provider capacity management. Manages complex project work associated with template functionalities and applications while monitoring provider access performance to create robust, efficient scheduling solutions across the health system. Focusing on provider and patient experience, this role is responsible for template technology design, implementation, and optimization strategies, while identifying opportunities for capacity and scheduling improvements. Manages system-wide clinical and operational 
standardization efforts through process development and analytics-driven decision making. These responsibilities are accomplished by leading template management teams and collaborating with service line and department leadership to implement and manage effective patient access strategies.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

Strategic Leadership & Team Management

  • Manages and develops diverse teams including analysts, supervisors, and template builders.
  • Establishes performance metrics and guides professional development.
  • Creates and maintains team knowledge base and training materials.
  • Fosters a collaborative, high-performance environment.
  • Oversees workload distribution and capacity planning.

Process Development & Optimization

  • Manages system-wide template standardization and capacity optimization initiatives.
  • Establishes and maintains standard operating procedures and best practices.
  • Develops and implements template and capacity management strategies aligned with organizational goals.
  • Drives continuous improvement initiatives to enhance capacity planning processes and tools.
  • Creates and oversees quality assurance programs and metrics.

Operations & Project Management

  • Oversees complex template projects and change management efforts.
  • Manages system upgrades, implementations, and testing efforts.
  • Coordinates cross-functional initiatives and system integrations.
  • Develops and determines project priorities, monitoring status on an ongoing basis.
  • Handles escalated issues and critical operational challenges.

Analytics & Performance Management

  • Monitors provider access performance and capacity metrics.
  • Develops and tracks key performance indicators.
  • Analyzes capacity data and trends to forecast future needs.
  • Implements data-driven optimization strategies.
  • Provides insights on internal capacity to inform referral distribution.

Stakeholder Management & Reporting

  • Partners with Service Line/Department leadership, Contact Center, and Template Administrators/Capacity Analysts.
  • Facilitates quarterly review meetings with Service Line/Department leadership on optimization opportunities.
  • Provides regular reports and insights to executive team.
  • Coordinates cross-functional initiatives to implement patient access strategies.
  • Builds effective working relationships across departments and service lines.

Template & Capacity Administration

  • Provides direct tactical support to template administrators in template building and block design.
  • Designs scheduling blocks based on new/return ratios and daily capacity insights.
  • Oversees template administration and optimization across scheduling platforms.
  • Ensures adherence to access principles and standards.
  • Monitors and optimizes provider capacity performance.

Strategic Planning & Analysis

  • Identifies strategic template opportunities to optimize capacity based on supply/demand insights.
  • Assesses current provider supply and demand to drive provider planning strategies.
  • Analyzes internal capacity data to inform pluralistic referral distribution.
  • Develops data-driven optimization strategies.
  • Provides comprehensive capacity analysis and recommendations.

EDUCATION/EXPERIENCE REQUIRED:

  • Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or related field. Master's Degree preferred.
  • Five (5) years of experience in healthcare operations, with demonstrated expertise in: 
    o Template management and Epic scheduling technology. 
    o Capacity management and performance measurement. 
    o Project management and process improvement.
  • Demonstrated experience leading large-scale system-wide organizational change.
  • Experience with structured query language (SQL).
  • Experience with healthcare data systems and corporate data stores.
  • Proven track record in managing diverse teams and developing team members.
  • Proficiency in Microsoft Office suite (Excel, Access, PowerPoint, Word).
  • Demonstrated ability in data analysis and reporting.
  • Strong strategic thinking: ability to develop solutions for complex operational challenges.
  • Excellent analytical and problem-solving abilities.
  • Strong leadership skills to facilitate multi-disciplinary teams.
  • Ability to communicate effectively with all levels of management and clinical leadership.
  • Sound decision-making skills in high stress/critical operations situations.
  • Self-directed with strong organizational skills and ability to multi-task.


CERTIFICATIONS/LICENSURES PREFERRED:

  • Epic Certifications (including Schedule Strategy End User Badge) preferred.
  • Project Management certification (PMP preferred) preferred.
  • Epic Cadence certification preferred.
  • Training development certifications preferred.
  • Certification in capacity management or related areas preferred. 

    Additional Details

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Overview

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers.

Benefits

  

The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.  

Equal Employment Opportunity/Affirmative Action Employer

        Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is

        committed to the hiring, advancement and fair treatment of all individuals without regard to

        race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

        weight, marital status, family status, gender identity, sexual orientation, and genetic information,

        or any other protected status in accordance with applicable federal and state laws.

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