The Ambulatory Capacity Management (ACM) department, as part of the Pre-Access team, consults with the Ambulatory practices within the VCU Health enterprise to manage and optimize provider schedules with the goal of helping Ambulatory practices achieve their scheduling access goals. The ACM department's primary responsibilities include maintaining provider templates, consulting with practices to maintain Epic access and scheduling build and analyze demand and capacity data to create actionable recommendations for improvement.
The Director of Capacity Management, reporting to the AVP of Pre-Access, will serve as a key member of the leadership team, which will help inform, understand, and translate the organization and department's goals into executable plans that leverage optimal staffing and meet stakeholders' needs.
Essential Job Statements
Partners with Ambulatory Services leaders across the organization, requiring close collaboration with staff within IT and analytics, quality, financial, and business planning groups. The collaboration will include defining and executing key strategic & tactical priorities in the areas of technology and data to advance ambulatory operations.
Responsible for establishing standard processes and approaches to lead a team of Full-Time Employees (FTEs) and ambulatory practices through:

• Ongoing support to optimize the technology and process flows supporting EPIC-enabled services.
• Training & Education to guide enhanced user-experience through upgrades, enhancements, etc.
• Designing, managing & building of Technology supporting Ambulatory Operations, including but not limited to:
• EPIC department structure
• EPIC Scheduling features, including but not limited to templates, Decision Trees, visit types, work queues, etc.
• Referral Management
• Digital Health
• Overseeing the collection and utilization of operational and benchmark data to monitor & recommend use of EPIC functionality.

All while striving to achieve outcomes through leveraging or advocating for optimal staffing to meet stakeholders' expectations and external service level agreements.
Provides direct supervision to a team of Full-Time Employees (FTEs). Oversight includes the management of these resources in the effective execution and evaluation of their work, In addition, this person is experienced in and focused on the team and individual member's professional development. Specifically,

• Completing the annual performance review,
• Coaching and mentoring, including review of the annual Competency Model development plan,
• Managing corrective action, when needed
• Overseeing requests for time off and other administrative issues related to managing an employee.

Also has the ability and expectation to manage within a matrixed organization additional staff, who may work directly on his/her initiatives, but have a separate direct Human Resources reporting relationship.
Partners with key stakeholders to create positive working relationships, including, but not limited to teams representing Ambulatory operations, information systems and technology, practice leaders, and other stakeholders across the enterprise.

• Networks and influences to understand key strategies, initiatives, barriers, and optimize operations to align and/or collaborate with stakeholders to identify mutually beneficial solutions.
• Proactively communicates upcoming changes, positive outcomes, and/or as issues or questions arise.
• A critical resource and expert in the use of electronic health records (EHR), and other technologies as applied to practice operations for the improved of application usage, user experience, and external process flows.
• Provides oversight, and technical and application support to system design, leadership, training and support, usage and quality control. This role oversees effective local informatics implementation and administration, data analysis and reporting, and project management within the Ambulatory Services team.
• Oversees, monitors, and supports, in collaboration with Ambulatory Services leadership, internal processes essential to day-to-day operations of the team, such as:
• Interviewing, hiring, training, supervising and evaluating personnel.
• Assessing capacity management, resources allocation, and issue resolution, to meet day-to-day operations.
• Overseeing the development, implementation and ongoing optimization of operational systems & processes.
• Leads & Manages direct FTEs including, but not limited to:
• Day to day operations and professional development
• Operational aspects of project and scope, including guiding team members in the execution of tasks and responsibilities related to
• Design & adoption of access related tools & technology
• Maintenance & optimization of clinic templates, scheduling workflows and scheduling tools
• Consultation & support for ongoing technical operations & upgrades
• Deals with projects and issues that are significant, sensitive, political, and confidential in nature.
• Models and promotes the desired culture through a leadership style that includes:
• Provides administrative leadership and management and professional development of direct and indirect reports.
• Interacts with staff and executive-level individuals and stakeholders.
• Seeks professional growth and development through participation in continuing education courses, professional organizations, seminar and workshops, reading current literature, and stays current with trends and events.

Patient Population
Not applicable to this position.
Employment Qualifications
Required Education:
Bachelor's Degree required
Preferred Education:
Master's Degree, preferred (e.g., MBA/MPH)
Licensure/Certification Required:
N/A
Licensure/Certification Preferred:
N/A
Minimum Qualifications
Years and Type of Required Experience
Minimum of five (5) years of progressive management experience.
Other Knowledge, Skills and Abilities Required:

• Direct experience with customer relations, problem solving and conflict management.
• Prior supervisory/management experience required.
• Skilled at management, including strategy development, prioritization, action planning, execution, and development of monitoring tools.
• Demonstrated experience in team & operations management, strategy development, communications strategy, business and financial planning, and budgeting.
• Ability to work independently as well as collaboratively at all levels of complex organization.
• Ability to manage multiple, competing priorities within the context of a complex and large organization; ability to operate in a matrixed environment.
• Excellent ability to work with senior organizational leadership and with staff across complex multi-entity organization.
• Demonstrated ability to interact with all members of the organization in ways that enhance understanding, respect, cooperation, and problem solving.
• Extraordinarily professional discretion in the handling of highly confidential and/or political information and data.
• Strength in management of a team, including development of a team culture, as well as individual professional development.
• Demonstrated leadership, mentoring, customer services and excellent interpersonal skills required along with experience in working with multi-disciplinary groups.
• Strong analytic and decision-making abilities.
• Exceptional communication skills- written, verbal, and listening.
• Ability to generate and encourage creative ideas, innovative thinking, and imaginative solutions to issues or problems.
• Proven track record of maintaining the highest standards of performance, quality, credibility, and integrity.

Cultural Responsiveness
Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
Other Knowledge, Skills and Abilities Preferred:
Working Conditions
May have periods of constant interruptions.
Physical Requirements
Physical Demands: Lifting/ Carrying (0-50 lbs.), Push/ Pull (0-50 lbs.)
Work Position: Sitting, Walking, Standing
Additional Physical Requirements/ Hazards
Physical Requirements:
Hazards:
Mental/Sensory - Emotional
Mental / Sensory: Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking , Multitasking
Emotional: Fast pace environment, Steady Pace, Able to Handle Multiple Priorities, Frequent and Intense Customer Interactions, Able to Adapt to Frequent Change
EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.