Manager, EHR Support

Rochester, NY


The Template Designer, Senior is a member of a cross functional team which in teamwork, collaboration, challenges and continuous learning are the norm. The primary responsibilities of the position include recommending, planning, evaluating and translating clinical practice, operations, policy and procedures into digital workflows, primarily working on the Scheduling workflow and Template Design. The primary goals of this position employing Epic Cadence certification knowledge on the configuration of the scheduling system to improve operations, standardize process, gain workflow efficiencies and improve patient care, as well as manage of a team of Associate Designers and project duties and delegation to the project team.


Provide leadership for and oversight of Ambulatory schedule templates.

How work is completed:

  • Establishes the design, monitoring and maintenance of Ambulatory scheduling templates across the Ambulatory enterprise.

  • Manage template designers to achieve capacity optimization & offer expertise in the template design for optimal system functionality.

  • Communicates between clinical operations and the Information Systems Division to make significant improvements in provider scheduling functionality.

  • Exhibits advanced knowledge and understanding of clinical operations to help departments identify the optimal template design.

  • Demonstrates advanced knowledge of the Information System application which supports scheduling functionality.

  • Utilize a proactive approach to template build with clinics and division leadership; proactively identifying opportunities for optimization.

  • Develop, refine and sustain template-based standards and utilize the approved Ambulatory scheduling policy to support standardization, as needed, for clinical schedules.

  • Approves and regulates template and builds to regulate naming and use of scheduling tools (e.g., appointment and slot types) to provide consistency across the enterprise.

  • Manage the template request change process to ensure tracking of requests, and timely resolution via a ticketing system.

  • Collaborate with support teams to streamline ticket resolution processes.

  • Design, develop, and implement advanced decision trees and workflows to optimize processes using Epic certification.

Utilize data in decision-making, to ensure templates and capacity management techniques are optimized.

How work is completed:

  • Using Access and Delivery data and analytics, identify areas for improvement among specific clinics, divisions, or Ambulatory as a whole, to drive change and advise Leadership and departments.

  • Works to achieve ambulatory utilization rates per policy for schedule and capacity to ensure time available in the schedule is optimized.

  • Using Access and Delivery data to assure compliance for performance in different metrics (Slot utilization, 14 day metric, etc.).

Create template standards and partner with specialties on best practices.

How work is completed:

  • Reinforce the access framework by providing clinics and specialty leaders with best practice standards.

  • Engage directly with clinic and specialty leaders to partner on access support functions with the clinical departments to support meeting organizational access goals.

  • Understand and measure clinical time and capacity opportunities within provider and other clinical schedules.

  • Partner with specialty leaders to match the expected Ambulatory time from the Clinical Work Week to clinical schedulable Ambulatory time available.

  • Utilize the expected Ambulatory time from the Clinical Work Week to understand and reinforce the expected Ambulatory volumes.

  • Assist and help monitor the implementation of performance improvement projects to improve access to care.

  • Analyze practice metrics to create recommendations and garner buy-in that will drive successful attainment of patient access goals.

Management of project duties and delegation to the project team.

  • Lead strategic projects from conception to completion, ensuring alignment with organizational goals.

  • Develop and implement project plans, timelines, and milestones, coordinating efforts across teams to meet project objectives.

  • Evaluate project outcomes, identifying areas for improvement and implementing lessons learned in future projects.

Other duties as assigned


  • Bachelor’s Degree in Management Information Systems, Mathematics, or Statistics required

  • 2-3 years or equivalent combination of education and experience in a healthcare setting required.

  • Scheduling and/or ambulatory operations preferred.

  • Management experience preferred but not required.

  • Clinical, technical or administrative experience in a health care setting preferred (e.g. Scheduling, Clinical Operations, Template Management).

  • Knowledge & experience with Epic/eRecord applications are required.

  • Ability to proactively anticipate the needs of stakeholders with limited guidance

  • Ability to identify, analyze and interpret trends or patterns in complex datasets

  • Expertise in handling and resolving complex technical issues and support tickets.

  • Project management skills with a track record of successfully leading strategic projects.

  • Ability to prioritize and meet multiple deadlines for the volume of work expected without supervision

  • Ability to produce work that is accurate, neat and adheres to standards

  • Ability to work as part of a multi-disciplinary team or independently

  • Excellent written and verbal communication skills in a narrative story format with a business mindset

  • Ability to balance multiple priorities and effectively handle challenging situations.

  • Skilled in Microsoft 365 (Outlook, Excel, PowerPoint, Teams).

  • Epic certification in related application(s) within 12 months upon hire may be required.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $75,650 - $113,464 Annually

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Location: Strong Memorial Hospital
Full/Part Time: Full-Time