Manager Capacity Management & Template Build - USFTGP UMSA Patient Access

The Manager of Capacity Management and Template Build is responsible for managing the daily operations, workflow coordination, and team performance of the centralized Capacity Management and Template Build function. This role supports scheduling template governance, capacity optimization, Epic Cadence template build coordination, and access improvement initiatives across USFTGP. The Manager partners with clinical, operational, access center, and IT stakeholders to ensure provider templates support patient access goals, approved care team models, provider contracted commitments, and organizational performance expectations. This position provides direct supervision, coaching, issue resolution, and operational support to TMs while translating capacity data and template review findings into actionable recommendations for leaders and stakeholders.

Essential Functions

• Manage day-to-day operations of the centralized Capacity Management and Template Build team in partnership with the Director, IT partners, and operational leaders.
• Supervise assigned team members, including workflow assignment, coaching, performance feedback, onboarding, training, and escalation support.
• Coordinate template build, capacity review, specialty optimization, and implementation activities to ensure work is completed accurately, timely, and in alignment with approved standards.
• Support specialty optimization work by organizing current-state assessments, template findings, future-state proposals, stakeholder reviews, final design documentation, and implementation trackers.
• Review capacity, utilization, access, and provider template data; identify trends, risks, and opportunities; and prepare recommendations for clinic leadership, provider stakeholders, and operations teams.
• Promote template governance standards, including session length expectations, cFTE-to-capacity alignment, approved visit type and slot mix, protected new-patient access, utilization and fill rate goals, and care team model alignment.
• Partner with clinical and administrative leaders to identify under-templated capacity, demand and supply imbalances, block override patterns, overbooking trends, and opportunities for template redesign or redistribution.
• Coordinate implementation and go-live readiness for approved template changes, including stakeholder communication, issue tracking, escalation pathways, testing coordination, and post-go-live monitoring.
• Serve as an operational liaison among Capacity Management, Experience Center and access operations, clinical departments, USFTGP leadership, and Epic and IT partners to support consistent standards and timely issue resolution.
• Create, maintain, and review documentation, including template design decisions, current-to-future state workbooks, standard work, governance materials, meeting outputs, build trackers, and implementation plans.
• Monitor post-implementation performance and support continuous improvement through recurring review of access, utilization, fill rate, session length, and template compliance metrics.
• Ensure team services are delivered with a focus on patient access, provider satisfaction, operational reliability, regulatory compliance, and organizational stewardship.