Template Administrator, Access Center

St. Luke’s University Health Network•Allentown, PA

About The Position

The Template Administrator creates, maintains, and validates provider-template updates across all Access Center specialties while ensuring compliance with template-governance guidelines. The role monitors daily schedule-change requests to meet service standards and partners with providers, practice managers, supervisors, capacity-planning analysts, and schedulers to streamline appointment scheduling and recommend template builds and enhancements. The position collaborates with practice administration and clinical leadership to capture provider ambulatory-hour expectations, optimize templates using Epic Cadence, and advise on template best practices. It works with practice operations, Access Center operations, and IT to support effective template design and improve patient self-scheduling. The Template Administrator monitors template use, communicates change-request status, supports scheduling teams, and recommends process and system improvements that address clinical, operational, and business needs. The role requires a high school diploma, at least two years of contact-center scheduling experience, and at least one year of template experience. An associate’s or bachelor’s degree is preferred. Healthcare scheduling experience and a Schedule Strategy End User Badge are also preferred. The position may be performed from home if needed, in accordance with the Network Work from Home Policy.

Requirements

High school diploma.
At least two years of scheduling experience in a contact center.
At least one year of template experience.
Strong communication skills.
Focused on compliance.
Demonstrates continuous growth.
Quality-driven and service-oriented.
Strong time-management skills.
Ability to work from home in accordance with the Network Work from Home Policy if needed.
Ability to sit up to 6 hours per day, for up to 1 hour at a time; stand up to 2 hours per day, for up to 1 hour at a time; and walk 2 hours per day, for up to 10 minutes at a time.
Ability to consistently lift, carry, and push objects up to 10 lbs and occasionally lift, carry, and push objects up to 75 lbs.
Frequently use hands and fingers and stoop or bend; reach above shoulder level; and have general, near, and peripheral vision and hearing sufficient for normal conversation.

Nice To Haves

Associate’s or bachelor’s degree.
Schedule Strategy End User Badge.
Scheduling experience specifically in healthcare.

Responsibilities

Build, maintain, and modify provider templates for assigned Access Center specialties in accordance with service standards and SLPG Access Governance Council guidelines.
Work with the Capacity Planning Analyst and Senior Director, Operations Excellence to establish a process for capturing provider ambulatory-hour expectations and targets, maintaining it in collaboration with practice administration and clinical leadership.
Collaborate with practice administration and clinical leadership to optimize templates using Epic Cadence functionality and advise on best practices.
Work with practice operations, Access Center operations, and IT to ensure effective template design.
Collaborate with practice, Access Center, and technical stakeholders to enhance patient self-scheduling.
Partner with the Capacity Planning Analyst to identify and recommend template enhancements and patient-access opportunities to providers and practice managers, and implement opportunities.
Communicate the status of change requests to providers, practice managers, and Access Center staff.
Monitor schedules to ensure templates are used as designed.
Work with the Epic Analyst (Decision Tree) and Epic Cadence Team to optimize system functionality.
Recommend improved processes and system functionality to address clinical, operational, and business-critical success factors.
Provide technical and administrative support to scheduling teams.
Perform other duties as assigned.