Program Manager -Access & Capacity Management in Saratoga Springs, New York at Saratoga Hospital

🌟 Program Manager—Access & Capacity

💰 Salary Range: $37.50-$57.69/hr based on experience and qualifications

💡 About Saratoga Hospital

At Saratoga Hospital, we’ve built a reputation for high-quality, compassionate care and a commitment to the health and well-being of our community. As part of the Albany Med Health System, we combine advanced technology with a deeply personal approach—creating a supportive environment for patients, staff, and providers alike. We believe that exceptional care starts with exceptional people.

🎯 About the Role

We’re looking for a dedicated Program Manager -Access & Capacity to join our team and help us continue delivering the level of care our patients and families deserve. In this role, the Program Manager is responsible for the oversight of performance and execution of business functions within Ambulatory Access and Capacity Management programs. This role serves as a key operational leader, driving improvements in scheduling and access workflows, contact center-practice integrations, technology adoptions, capacity management analytics, and template management functions. The Program Manager partners cross-functionally to optimize access to care and ensure that patients, providers, and operational teams are supported by scalable, efficient processes and tools that maximize access to care, and drive accurate contact center and self-scheduling.

🔍 What You’ll Do

Program and Portfolio Management:

• Lead and manage a portfolio of strategic projects across Ambulatory Access, ensuring timely delivery and measurable outcomes.
• Monitor performance measures, identify gaps, and implement corrective action plans to drive continuous improvement.
• Develop and maintain project plans, timelines, status reports, and stakeholder communications for active initiatives.
• Facilitate governance processes including committee updates, workgroup coordination, and executive reporting.
• Project manage and lead the operational integration of ambulatory clinics into the Patient Engagement Center (Contact Center).
• Collaborate and coordinate with IT, Telecom, and operational teams to lead projects and integration.
• Leverages reporting tools (EPIC Slicer Dicer, EPIC Reporting Workbench, Variphy Contact Center, Excel, Power BI, etc.) to analyze data and measure performance, in support of key programs and strategic initiatives. Key measures include, but are not limited to: schedule utilization rate, no show rate, late cancellation rate, third next available appointment, new patient lead times, referral to visit cycle time, referral retention, patients seen per hour, self-scheduling adoption rate, first call resolution, patient experience, etc.

Access Workflow Development & EPIC Build:

• Design, develop, and optimize scheduling and access-to-care workflows in collaboration with clinical and practice operational stakeholders.
• Build and maintain EPIC Cadence tools and templates to support standardized, efficient, and reliable scheduling practices. Translates complex clinical and operational needs into scalable EPIC scheduling decision trees, and contact center knowledge management tools to support accurate patient self scheduling and contact center scheduling.
• Identify workflow inefficiencies and friction points. Lead redesign efforts to improve patient access, provider utilization, first call resolution, and operational throughput.
• Serve as a subject-matter expert and resource for EPIC Cadence functionality, configuration best practices, and ‘patient centric’ scheduling & change management guiding principles. .

Operational Partnerships & Stakeholder Engagement:

• Build and sustain strong partnerships with contact center operations, physician practice leadership, and system support functions.
• Serves as a liaison between practice operational teams and the contact center, translating operational needs and challenges into actionable improvements.
• Lead change management efforts associated with process redesign, technology rollouts, and access optimization initiatives.

📋 What You Bring

• BA/BS Degree preferred or equivalent work experience in patient care or related setting such as clinic, ambulatory care center, medical call center, or physician office.
• Experience with EPIC Cadence preferred
• 3-5 years working in physician practice/ambulatory access setting preferred

Certifications / Licensure

• EPIC Cadence Certification Required or Willingness to Obtain within 6 Months

Required Skills, Abilities and Attributes

• Ability to manage and deliver a portfolio of concurrent projects with competing timelines and stakeholder demands.
• Skilled at developing and maintaining project plans, status reports, and governance documentation.
• Strong analytical thinking with the ability to interpret data and identify gaps requiring corrective action.
• Strong technical proficiency with ability to independently leverage complex reporting tools.
• Ability to translate complex clinical and operational requirements into scalable tools.
• Strong stakeholder engagement and relationship building skills. Comfort in navigating ambiguity and leading through change.
• Exceptional written and verbal communication skills.
• Highly organized with strong attention to detail and follow-through
• Self-directed and motivated with a bias towards action.
• Patient-centered mindset.
• Ability to manage through influence in a matrixed environment.

🙌 Why Saratoga Hospital

• A caring, community-focused culture rooted in teamwork and trust
• Supportive leadership that invests in your development and well-being
• Comprehensive benefits, including medical, dental, retirement plans, tuition assistance, and wellness programs. Click here to view our complete benefits guide.
• Opportunities to grow within the Albany Med Health System
• Located in beautiful Saratoga Springs, known for its vibrant community, outdoor recreation, and cultural attractions

🤝 Our Commitment

We are an equal opportunity employer and strongly encourage individuals of all backgrounds and experiences to apply. If you’re passionate about healthcare and community service—even if you don’t meet every qualification listed—we’d still love to hear from you.

📝 How to Apply

Click the ‘apply’ button to submit your resume and complete our online application. Applications are reviewed on a rolling basis—apply today and discover what makes Saratoga Hospital a special place to grow your career.