Scheduling & Referral Systems Manager

BMC Software

44d•$112,000 - $162,500

About The Position

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

Requirements

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.
Current Epic certification in at least one Epic application is required, or the ability to gain certification within 6 months.

Nice To Haves

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.
Multiple current Epic certifications specifically in Cadence and Ambulatory; Ability to meet these certifications within 120 days.

Responsibilities

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.