Manager, Enterprise Scheduling Optimization - M-F, 8a-5:30p
YesterdayJob Description
Manager, Enterprise Scheduling Optimization - M-F, 8a-5:30p
PRIMARY FUNCTION:
The Scheduling Optimization Manager is responsible for providing oversight and leading the operational infrastructure that supports enterprise-wide provider scheduling optimization. This role is accountable for ensuring that scheduling templates are designed, implemented, and maintained in a manner that advances patient access, supports provider productivity, and aligns with organizational standards and Epic system capabilities.
Reporting to the Director, Access Center, the Scheduling Optimization Manager serves as the primary operational leader for schedule template execution and optimization, translating enterprise strategy into structured, scalable workflows. This role oversees the end-to-end lifecycle of schedule template management—including intake, build coordination, implementation, quality assurance, and ongoing optimization—across all service lines supported by the organization.
The Scheduling Optimization Manager is also responsible for building and leading a matrixed, specialized team that ensures consistency, accuracy, and sustainability of template practices across the organization. While governance decisions are established through senior leadership, this role ensures disciplined execution, operational alignment, and continuous improvement of scheduling practices in support of system-wide access goals.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
• Lead the operational strategy and execution of enterprise scheduling template optimization, ensuring alignment with patient access goals, provider capacity, and system priorities
• Oversee the full lifecycle of template management, including intake, assessment, coordination, implementation, and post-implementation evaluation
• Translate enterprise scheduling standards and leadership direction into structured workflows and clear execution plans for the Scheduling Optimization team
• Direct and develop Scheduling Optimization Specialists, establishing clear expectations, accountability structures, and performance standards
• Ensure all scheduling templates are built and maintained in alignment with Epic functionality, visit type standards, provider schedules, and operational guidelines
• Establish and enforce standardized processes for template intake, prioritization, and execution across all supported practices and service lines
• Implement robust quality assurance mechanisms, including routine audits, error tracking, and corrective action processes to ensure template integrity and reliability
• Serve as the operational escalation point for complex template issues, system constraints, and cross-functional barriers impacting access and scheduling performance
• Partner with Epic, IT, and operational leaders to ensure alignment between system design, scheduling workflows, and access strategy
• Collaborate with clinical, operational, and site-based leadership across the enterprise—including Medical Group, imaging, specialty, and hospital-based service lines—to support access improvement initiatives, scheduling optimization, and alignment of operational workflows
• Identify and drive opportunities to improve scheduling efficiency, template utilization, and patient access through data-informed insights and process improvement
• Support Epic implementation and post-go-live optimization efforts, ensuring templates are scalable, standardized, and aligned with system capabilities
• Develop and support training and onboarding for team members and stakeholders involved in template-related workflows
• Maintain clear documentation of scheduling standards, template configurations, and operational processes to support consistency and continuity
• Lead initiatives that strengthen scheduling infrastructure, reduce variability, and improve the overall effectiveness of access operations
• Support growth efforts of the organization, ensuring that scheduling requirements and timelines for template build can be achieved relative to other onboarding events.
Performs assigned work safely, adhering to established departmental safety rules and practices; reports to supervisor, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.
Performs other related duties as required.
SCOPE, PURPOSE, AND FREQUENCY OF CONTACTS:
Serves as a key operational liaison across the organization, partnering closely with Access Center leadership and clinical, operational, and site-based leaders across the enterprise to ensure alignment between scheduling practices, system capabilities, and enterprise access strategy.
This role requires frequent engagement with cross-functional leaders to navigate competing priorities, resolve operational and system-related challenges, and ensure consistent execution of scheduling standards across diverse practices and service lines. The Scheduling Optimization Manager plays a critical role in facilitating communication, driving alignment, and ensuring that scheduling-related decisions are implemented effectively and sustainably across the enterprise.
DIRECTION/SUPERVISION OF OTHERS:
Directly supervises Scheduling Optimization Specialists.
Matrix leadership of template build team members across Medical Group, Non-Medical Group, and Imaging specialties.
DIRECTION/SUPERVISION RECEIVED:
Director, Access Center
MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:
• Bachelor’s degree required
• Minimum of 5 years of experience in healthcare operations, access management, scheduling, or related field
• Demonstrated experience in leading teams and managing operational workflows
• Experience with EPIC scheduling functionality strongly preferred
• Experience in process design, operational improvement, or system implementation preferred
• Equivalent combination of education and experience may be considered
KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:
• Experience with Epic Cadence and schedule template build workflows and processes
• Deep understanding of provider scheduling structures, access operations, and patient flow dynamics
• Ability to operationalize strategy into structured, scalable workflows
• Strong leadership presence with the ability to drive accountability and performance
• Advanced problem-solving skills with the ability to navigate complex operational and system challenges
• Ability to collaborate effectively across clinical, operational, and technical teams
• Strong organizational and prioritization skills in a dynamic environment
• Proficiency in Microsoft Office applications
• Strong written and verbal communication skills
Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.