Scheduling & Referral Systems Manager

📋 Description

• • As the Manager, Scheduling & Referral Systems at BMC Software, Inc., you will be instrumental in shaping the future of patient access and experience by owning the end-to-end design, optimization, and strategic evolution of enterprise scheduling and referral workflows.
• • This pivotal role reports to the Director of Access Optimization and serves as the primary subject matter expert for Epic scheduling and referral capabilities, including advanced features like guided scheduling, decision trees, questionnaires, routing logic, and work queues.
• • You will act as a strategic advisor to clinical, operational, ambulatory, and IT leadership, translating high-level enterprise access strategies into scalable, actionable workflows, robust standards, and effective performance frameworks.
• • Your work will directly influence the development of future-state referral and scheduling capabilities, ensuring they effectively support organizational growth, enhance digital access, promote health equity, and adapt to evolving care models.
• • Initially an individual contributor role, this position carries functional leadership accountability and is poised for direct people management responsibilities as the Access Optimization program expands.
• • A core responsibility is to own and operationalize enterprise referral standards and the entire referral lifecycle, from initial patient contact and triage through successful scheduling, final closure, and the establishment of crucial feedback loops.
• • You will lead the design, build support, and ongoing sustainment of critical Epic guided scheduling tools, meticulously configuring questionnaires, decision trees, visit strategies, and routing logic to streamline patient journeys.
• • A significant focus will be placed on designing, optimizing, and governing scheduling and referral work queues, ensuring efficient prioritization logic, accurate staffing assumptions, adherence to Service Level Agreements (SLAs), and effective strategies for reducing aged work.
• • You will be tasked with defining and executing a multi-year roadmap for referral and scheduling capability maturation, ensuring alignment with overarching enterprise access, digital transformation, equity, and growth strategies.
• • As a strategic advisor, you will guide Access Optimization, clinical teams, and executive leaders through complex design trade-offs, investment priorities, and the establishment of optimal operating models for scheduling and referrals.
• • You will meticulously monitor and own key enterprise performance metrics, such as referral turnaround time, scheduling latency, appointment conversion rates, patient leakage, and abandonment rates, translating these insights into strategic recommendations and concrete action plans.
• • Collaboration with IT, Digital, and Patient Experience teams will be essential to expand consumer self-service pathways and ensure that digital access initiatives are seamlessly integrated with enterprise standards.
• • You will proactively anticipate the downstream impacts of new care models, service line expansions, and evolving payer strategies on existing referral and scheduling workflows, recommending system-level solutions to mitigate challenges and capitalize on opportunities.
• • Representing Access Optimization in critical governance and strategic planning forums, you will leverage data-driven insights and compelling narratives to influence system-level decisions.
• • Leading change management efforts for referral and scheduling standards will involve developing communication plans, facilitating training, and monitoring adoption rates to ensure successful implementation.
• • The role offers the potential for direct people leadership as the team and function mature, providing an opportunity to mentor and develop a high-performing team.
• • This position is crucial for ensuring timely access to care and delivering a superior patient experience across the organization.