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 specialties within the Access Center, ensuring compliance with template governance guidelines. The role monitors daily schedule change requests to meet service standards and works with providers, practice managers, supervisors, capacity planning analysts, and schedulers to improve appointment scheduling and recommend template builds and enhancements. The position collaborates with practice administration, clinical leadership, Access Center operations, and IT on template optimization, ambulatory-hour expectations, patient self-scheduling, and effective use of Epic Cadence functionality. It also monitors whether schedules are being used as designed, communicates the status of change requests, and provides technical and administrative support to scheduling teams.

Requirements

High school diploma required.
At least two years of scheduling experience in a contact center required.
At least one year of template experience required.
Strong communication skills.
Focused on compliance.
Demonstrates continuous growth.
Quality-driven.
Service-oriented.
Excels at time management.

Nice To Haves

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

Responsibilities

Build, maintain, and modify provider templates for assigned Access Center specialties in accordance with service standards.
Ensure provider templates are built and maintained according to the process guidelines established by the SLPG Access Governance Council.
Work with the Capacity Planning Analyst and Senior Director, Operations Excellence, to develop a process for capturing provider ambulatory-hour expectations and targets, and maintain the process in collaboration with SLPG practice administration and clinical leadership.
Collaborate with SLPG 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 for patients and SLPG practices.
Partner with the Capacity Planning Analyst to recommend template enhancements and patient access opportunities to providers and practice managers, and implement enhancement 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 process improvements, including enhanced system functionality, to address clinical, operational, and business-critical success factors.
Provide technical and administrative support to scheduling teams.
Perform other duties as assigned.