Hours: 40 hours per week; Monday through Friday from 8:30 AM to 5:00 PM EST.
Location: Fully remote.
Job Profile Summary:
This role focuses on performing activities associated with evaluating, developing, recommending, implementing, and carrying out the policies and procedures related to the delivery of high quality patient care. In addition, this role focuses on performing the following Customer Service duties: Guides the patient through the healthcare system and works to overcome obstacles that are in the way of the patient receiving the care and treatment they require. A professional individual contributor role that may direct the work of other lower level professionals or manage processes and programs. The majority of time is spent overseeing the design, implementation or delivery of processes, programs and policies using specialized knowledge and skills typically acquired through advanced education. An experienced level role that applies practical knowledge of job area typically obtained through advanced education and work experience. Works independently with general supervision, problems faced are difficult but typically not complex, and may influence others within the job area through explanation of facts, policies and practices.
Job Overview
The Capacity Management department is a centralized team serving as patient access ambassadors and subject matter experts for over 300 practices across multiple Tufts Medicine locations. The position, reports to the Manager of Capacity Management, partners with assigned ambulatory clinical departments to optimize clinician schedules, enhance operational workflows, and support the implementation of access-focused initiatives. With a strong foundation in industry best practices and the effective use of business tools, the position collaborates closely with clinic leaders to drive improvements in access, productivity, and the overall provider and patient experience.
Job Description
Minimum Qualifications
Bachelor's degree in Business, Healthcare Management, Public Health or related field and two (2) years healthcare experience or;
Graduate degree in Business, Healthcare Administration, Public Health or related field and one (1) year of healthcare operations, finance, business development, marketing or project management experience
Preferred Qualifications
Epic Cadence Certification, preferred but not required
Experience in a large academic medical center setting
Experience managing clinician schedules is a plus
Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.
Leads and oversees a portfolio of high-impact ambulatory clinical departments, ensuring alignment with patient access and capacity goals through advanced template design, decision tree design, Fast Pass implementation, and other access tools.
Serves as a business analyst by thoughtfully interpreting access and capacity data and translating insights into clear, compelling narratives. Delivers strategic recommendations to clinical and administrative leadership, aligning with best practices to enhance patient access and operational efficiency.
Prepares and presents access and capacity data insights on a monthly basis to clinic leadership, including Managers, Directors, and Vice Presidents, and at least quarterly to the Department Chair or Chief. Meets more frequently as needed to ensure stakeholders remain informed of emerging issues, potential risks, and any unresolved matters requiring attention or action.
Efficiently manages the fulfillment of template change requests with accuracy and timeliness, proactively identifying opportunities to apply best practice strategies and continuous improvement techniques.
5 Leads the design, development, and implementation of daily schedules, templates, and Epic decision trees to improve patient access and streamline scheduling workflows. Applies deep system knowledge and critical thinking to create and modify templates that optimize access and enable seamless scheduling through intuitive decision trees.
Evaluates and assesses the appropriateness of template and decision tree change requests, as well as new visit @type requests, to ensure alignment with patient access and scheduling objectives. Understands the operational impact of changes-such as visit @types, durations, session limits, and session time adjustments-and collaborates with the Manager or Director to address any concerns as needed.
Develops and executes testing plans for newly designed builds; including advanced Epic Cadence scheduling functionality, complex scheduling and patient-provider match algorithms, and provider master templates.
Consistently meets or exceeds Service Level standards when resolving requests. Delegates work to other team members as appropriate and required to ensure a timely response
Independently carries out project work and meets all project deadlines.
Collaborates with the Tufts Medicine Access Center team to resolve issues, improve workflows and patient access.
Working knowledge of Cadence security as it pertains to template build and ability to troubleshoot scheduling issues.
Participates in other responsibilities, projects, committees and meetings as assigned.
Assists with training new employees in primary functions, as needed.
Maintains current knowledge of industry and business trends through communication with professional organizations, Epic, competitors, and other informed individuals.
Skills and Abilities
Critical Thinker: Ability to analyze complex scheduling, workflow, and operational challenges to identify barriers to patient access. Must be able to evaluate data, anticipate problems, and develop innovative, patient-centered solutions that improve access, efficiency, and overall care experience in an ambulatory care environment.
Courage: Demonstrates the confidence to challenge the status quo, explore unconventional solutions, and take thoughtful, calculated risks in order to improve patient access and care delivery. Comfortable making informed decisions in ambiguous situations and advocating for change when it's in the best interest of patients and the organization.
Change Management: Leads and supports change by building strong, collaborative relationships across teams and departments. Able to foster trust by communicating transparently, using data to drive decisions, and guiding others through process changes with empathy, clarity, and consistency. Promotes a culture of continuous improvement and shared ownership of outcomes.
Operational Expertise: Demonstrates a strong understanding of medical practice operations and appointment scheduling, with specific experience using Epic and Cadence systems to support access and workflow optimization.
Multitasking and Prioritization: Able to manage multiple tasks in a dynamic environment, set clear priorities, and navigate enterprise-level demands while working toward access improvement goals.
Collaboration and Relationship Building: Works effectively both independently and within teams. Build and maintains strong working relationships across organizational levels, using negotiation and diplomacy to foster collaboration and achieve consensus.
Communication Skills: Possesses excellent verbal, written and presentation skills. Communicates clearly and professionally with stakeholders at all levels, including Capacity Management, IT, clinic staff, administrators, and physicians, ensuring alignment and shared understanding of access initiatives and process changes.
Customer Service Excellence: Demonstrates a strong commitment to delivering high-quality service with a patient- and partner-focused approach.
Adaptability in Dynamic Environments: Thrives in fast-paced, rapidly evolving settings. Comfortable with ambiguity, quickly learning new systems, processes, and workflows while maintaining productivity and focus.
Self-Motivated & Accountable: Proactively takes initiative and demonstrates the ability to work independently with minimal supervision.
Proficient with MS Word, MS Excel, MS Outlook, MS PowerPoint, MS Vizio, Smartsheet, MS Teams and Power BI. Advanced Excel Skills including pivot tables preferred.
