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

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.