Position Summary This leadership role is responsible for the oversight of provider templates-analysis, design, and maintenance for the organization. Senior Manager demonstrates, through actions and service behavior, an understanding of ambulatory clinic operations, template protocols, and how they impact patient access. This role will primarily interact with clinical department providers, administrative, and executive leadership of the MFA. This is a key role in optimizing provider clinical time and ensuring patient access for scheduling. This individual coordinates initiatives and operations with practice stakeholders. Interprets policies and procedures, recommends changes as appropriate, and provides relevant feedback to the Director and the Chief of Revenue Cycle. This position serves as a key promoter of the revenue cycle as a service organization which strives to meet and exceed the needs of its customers. Essential Duties Determines operational strategies for template design and capacity planning. Responsible for continuous improvement to processes, developing and documenting efficient workflow plans. Ensure that all patient and provider complaints are resolved in real-time with favorable solutions. The Senior Manager must have excellent people management skills, the ability to report on productivity, and an analytical mindset to monitor performance indicators. Coaches and develops staff to improve quality, performance and productivity. Articulates work and performance expectations. Adheres to company policy with regard to coaching, counseling, and progressive disciplinary actions. Uses creative and innovative methods to motivate staff and to create a succession plan. Collaborates on the development of Master Schedules to optimize clinical time, patient experience, and enhance revenue. Develops targets and tracks staff daily performance and productivity. Creates stretch goals to improve service levels and optimize productivity. Monitors and maintains work volume statistics. Reviews and audits Template and Master Schedule changes to ensure employee is meeting demeanor, accuracy, and expectation for service delivery. Develops a process for escalated issues. Answers questions and recommends corrective services to address complaints. Accomplishes Contact Center personnel objectives with effective recruitment, selection, onboarding, training, and 90-day assessments. Aligns with organizational access objectives in support of multi-channels of scheduling. Accomplishes organization goals by accepting ownership for new and different requests with complete understanding and clarity to execute against plans. Qualifications Education A bachelor's degree in business, finance, healthcare or related field preferred. Must have at least 4 years of ambulatory clinical operations experience in healthcare industry Experience A minimum of 3 years supervisory/manager experience. Expertise in Master Scheduling and Template design, preferably with GE/IDX or Epic, as well as familiarity with multi-channels for scheduling (online, telemedicine, etc.)Strong oral and written communication skills are critical to this role. Requires knowledge of Patient Access from Registration to Scheduling. Full knowledge of HIPAA regulations. Excellent customer service orientation; exceptional leadership, interpersonal and communication skills are fundamental requirements.