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Company

Hummingbird Healthcare · 5 hours ago

Capacity & Template Management Analyst

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

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Responsibilities

Translate business requirements into system configurations and enhancements.

Assess the impact of proposed changes on service levels and operational metrics.

Analyze workflows, data, technical, and workflow issues, proposing and implementing solutions.

Review template change requests to ensure compliance with policies and procedures.

Implement requested template changes accurately and within the agreed-upon turnaround time.

Ensure that templates are optimized for the best use of the Epic scheduling system.

Complete all required testing to ensure provider templates meet business requirements.

Compile data from various sources to identify trends and patterns.

Generate and analyze reports and dashboards to track key performance indicators (KPIs) and service level agreements (SLAs).

Ensure the seamless delivery of support services by proactively managing workflows and processes.

Contribute to the establishment of best practices to optimize workflows and achieve business objectives.

Actively seek ways to streamline processes and increase efficiency, including partnering with stakeholders to identify opportunities for improvement.

Support the implementation of process improvements, automation initiatives, and technology enhancements.

Recommend process improvements to enhance the template management program.

Stay informed about best practices and emerging trends in template management.

Implement changes that prioritize customer communication and satisfaction.

Work with the team to streamline and optimize template management processes.

Deliver high-quality support aligned with SLAs, including maintenance and upgrades, addressing any issues or concerns promptly and professionally.

Collaborate with cross-functional teams to understand organizational processes and goals.

Partner with training teams to assist in developing Template Management training materials and delivery.

Communicate with providers and staff to understand their template needs.

Collaborate across departments to ensure templates meet the needs of all stakeholders.

Manage small projects, including planning, execution, monitoring progress, and ensuring timely implementation.

Contribute to team objectives and consult with senior team members for guidance on complex tasks.

Comply with all relevant build documentation and change control processes.

Assist in onboarding new team members to template management processes.

Contribute to team meetings and provide input on template management strategies.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Provider schedulingTemplate managementEpic schedulingService mindsetHelp Desk platformsRegulatory standards knowledgeProcess improvement methodologiesProject management

Required

2+ years of experience in provider schedule and template management and/or closely aligned areas within patient access operations.

2+ years of experience as an Epic scheduling end user, super user, or trainer.

Knowledge and experience with provider scheduling and resource management.

Analytical and problem-solving skills, with experience driving operational improvements.

Excellent communication and interpersonal skills, including the ability to effectively interact with healthcare professionals, operational leadership, and patient contact center agents.

Service mindset and a commitment to delivering high-quality support services.

Preferred

Experience using Epic for provider template management.

Experience scheduling with multiple specialties.

Familiarity with Help Desk ticketing platforms such as Zendesk, ServiceNow, JIRA, Freshdesk, or similar tools.

Familiarity with process improvement methodologies.

Ability to work independently and as part of a team.

Knowledge of regulatory standards and compliance requirements relevant to patient contact centers, including HIPAA (Health Insurance Portability and Accountability Act).

Project management experience.