Scheduling & Referral Systems Manager

POSITION SUMMARY :

The Manager, Scheduling & Referral Systems is responsible for the end-to-end design, optimization, and governance, and strategic evolution of enterprise scheduling and referral workflows that enable timely access and superior patient experience. Reporting to the Director of Access Optimization, this role serves as the Epic subject matter expert for scheduling and referral capabilities (e.g., guided scheduling, decision trees, questionnaires, routing logic, work queues) and operates as a strategic advisor to clinical, operational, ambulatory, and IT leadership. The Manager translates enterprise access strategy into scalable workflows, standards, and performance frameworks, shaping future-state referral and scheduling capabilities that support growth, digital access, equity, and evolving care models. Initially an individual contributor role with functional leadership accountability, the position is expected to assume direct people management responsibilities as the Access Optimization program scales.

Position: Scheduling & Referral Systems Manager

Department: Ambulatory Operations

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Own and operationalize enterprise referral standards and lifecycle—from initiation and triage through scheduling, closure, and feedback loops.
• Lead the design, build support, and sustainment of Epic guided scheduling tools, including questionnaires, decision trees, visit strategies, and routing logic.
• Design, optimize, and govern scheduling and referral work queues: prioritization logic, staffing assumptions, SLAs, and aged-work reduction.
• Define a multi-year roadmap for referral and scheduling capability maturation aligned to enterprise access, digital, equity, and growth strategies.
• Serve as a strategic advisor to Access Optimization, clinical, and executive leaders on referral and scheduling design trade-offs, investment priorities, and operating models.
• Design, optimize, and govern scheduling and referral work queues, including prioritization logic, staffing assumptions, SLAs, and aged-work reduction strategies.
• Monitor and own enterprise performance metrics (e.g., referral turnaround time, scheduling latency, appointment conversion, leakage, abandonment) and translate insights into strategic recommendations and action plans.
• Partner with IT/Digital/Patient Experience to expand consumer self-service pathways and ensure digital access aligns with enterprise standards.
• Anticipate downstream impacts of new care models, service line growth, and payer strategies on referral and scheduling workflows; proactively recommend system-level solutions.
• Represent Access Optimization in governance and strategic planning forums; influence system-level decisions through data-driven insights and narrative.
• Lead change management for referral and scheduling standards, including communications, training, and adoption monitoring.
• May assume direct people leadership responsibilities as the team and function mature.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required)

JOB REQUIREMENTS

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree in healthcare administration, business, informatics, or related field; Master’s preferred.
• Minimum five (5) years of experience in ambulatory access, referral management, or clinical operations with demonstrated workflow redesign leadership.
• Experience leading cross-functional initiatives and influencing stakeholders across clinical, operational, and IT domains.
• Fluency (non-certified or certified) in Epic EHR technologies and workflows (i.e., Cadence, Radiant, Referrals, MyChart, and others).
• Proven experience leading complex workflow redesign and cross-functional collaboration.

Or equivalent combination of education and experience.

PREFERRED EDUCATION AND EXPERIENCE (If none, please enter “N/A”):

• Experience with large, multi-specialty provider organizations; safety-net/academic experience preferred.
• Hands-on experience with Epic referrals, guided scheduling design, and workqueue stewardship; proficiency with SQL/Excel/BI tools (e.g., Power BI, Qlik) preferred.

CERTIFICATIONS, LICENSES, REGISTRATIONS REQUIRED (If none, please enter “N/A”):

• Current Epic certification in at least one Epic application is required.

CERTIFICATIONS, LICENSES, REGISTRATIONS PREFERRED (If none, please enter “N/A”):

• Multiple current Epic certifications specifically in Cadence and Ambulatory.

KNOWLEDGE, SKILLS & ABILITIES (KSAs) (If none, please enter “N/A”):

• Deep knowledge of Epic scheduling and referral capabilities, guided scheduling design, and work queue architecture.
• Strong analytical skills and familiarity with access performance metrics; ability to translate insights into action.
• Exceptional communication and change leadership; effective with executives, providers, and frontline teams.
• Focus on patient-centered design and digital access enablement.

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being.

NOTE : This range is based on Boston-area data, and is subject to modification based on geographic location.

Equal Opportunity Employer/Disabled/Veterans

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