Patient Services Intermediate - Template Editor

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Job Summary

Primary Care Ambulatory Care Services provides care across all Primary Care clinic locations. Our mission is to partner with physicians, nurses, advanced practice professionals, and interprofessional teams to deliver a high-quality, patient- and family-centered experience.

We are seeking a compassionate, motivated, and self-directed Patient Service Intermediate-Template Editor to support operations across our clinics. This role will align with our BASE priorities: Belonging and Inclusion reflected in employee engagement outcomes, timely access to care, safety and high-quality outcomes, and high staff and patient experience, along with effective stewardship of financial resources.

Responsibilities*

• Template Governance & Editing ? Lead review and processing of permanent and temporary template changes across all Primary Care clinic locations. Ensure alignment with enterprise Cadence Business Team (CBT) standards, Ambulatory Care Operations Committee (ACOC) scheduling guidelines, and access optimization goals. Serve as a central point of coordination for template governance, including cross-site standardization, quality control, and validation of template builds before implementation. Partner with department and division leadership, ambulatory care operations, call center, and the CBT to ensure appropriate provider configuration, visit type mapping, and scheduling integrity. Support and maintain standardized workflows for template requests, including intake, review, approval, and build processes. Develop and enforce escalation pathways for urgent or non-standard requests, including clinic closure requests submitted with less than the required notice or without a rescheduling plan. Provide clear, proactive communication to physicians, staff, and leadership regarding template changes, impacts to access, and required actions.

• Proactively identifies opportunities for optimization and gaps within Epic provider templates and scheduling configurations.

• Performs routine audits of Epic templates within the practice and escalate to leadership when misalignment is identified that impacts access metrics, standardized workflows, decision trees, organizational policies, or Epic system configuration standards.

• Room Allocation ? Partner with clinic staff managing exam room allocation and metrics when requests are received to add clinics.

• Back-up coverage ? Provide back-up coverage to other template editors in other specialties as needed and as directed by leadership.

• Miscellaneous - Other duties as assigned by the Administrative Manager/Administrative Director or other leaders, including training others as needed.

Required Qualifications*

• Graduation from high school or an equivalent combination of education and experience.
• Minimum three years of experience.

Desired Qualifications*

• Three or more years of customer service experience within a medical environment
• Proficiency in Microsoft Office software, as well as other databases, e-mail, and calendar-keeping software
• Experience with MiChart (Cadence and Reporting Workbench), Credentialed Super User desired
• Strong interpersonal skills and ability to successfully work with all levels of faculty and staff
• Must possess demonstrated ability to take initiative, work independently, prioritize, manage multiple assignments, and follow through on job responsibilities
• Demonstrates ability to collaborate with others in a team environment, display leadership through problem solving and the initiative to advance knowledge

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Work Schedule

Hours/Week: 40 hours (1.0 FTE)

Shift/Hours/Days: Day shift (8-hour shift); Monday-Friday.

Work Locations

Hybrid/Remote Work Schedule, but there may be times when staff member is required to report to an on-site location.

Union Affiliation

This position is covered under the collective bargaining agreement between the U-M and the Service Employees International Union (SEIU), which contains and settles all matters with respect to wages, benefits, hours, and other terms and conditions of employment.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

U-M EEO Statement

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.