Scheduling Supervisor

Description ESSENTIAL FUNCTIONS:

• Monitor phone queue to help evaluate data regarding inbounds calls, call waiting times, abandonment rate, etc. Identify any issues and escalate to Senior Management.
• Monitor phone queues on a regular basis to ensure that the workloads are distributed evenly.
• Develop or coordinate with Clinical Supervisor schedules with agents each month to ensure contact center objectives are covered.
• Responsible for supervising, directing and developing the scheduling team.
• Maintains positive leadership and gives frequent performance feedback and encourages two-way participation of ideas.
• Responsible for holding employees accountable for results through coaching and development of action plans
• Performance management of team including: reviews, corrective action, mentoring, and performance improvement plans
• Assist in interviewing and hiring of team members. Assess needs/plan
• Review and approve timesheets and paid time off requests in the Paychex system.
• Conducts daily huddles and team meetings as needed to keep the staff up to date with the changes in the company and important announcements.
• Assist in Quality Audits through silent call monitoring, y-jacking and call recordings.
• Ability to be empathetic to patient’s needs and concerns and provide training and guidance to the agents to do the same.
• Works with the Clinics and Department leadership to ensure quality support from Contact Center team.
• Support and comply with all company policies and procedures.
• Assists Leadership in trending/identifying claim denials due to demographic errors.
• Schedule and assist in training of the medical specialty, computer, and phone systems needed to perform the job expectations.
• Participates in department meetings as assigned. (Saturday meetings may be required)
• Tasked with special project initiatives and outcomes.
• Must be able to meet deadlines given by Senior Management.
• Works with sensitive and confidential materials and must be able to exercise discretion.

Requirements EDUCATION:

• High School diploma or GED required. Associates degree is preferred.

Experience

• Requires 1 or more years’ experience in a supervisory/leadership role. Previous experience working within a call center is preferred with advanced knowledge of working with phone systems. Medical experience preferred. Proven leadership skills with an ability to motivate with a positive attitude that impacts others in a positive way.

Requirements

• Excellent critical thinking, troubleshooting, and analytical skills.
• Excellent interpersonal skills including conflict management.
• Experience working in Microsoft products — Word, Outlook, and Excel
• Well organized and able to meet deadlines.
• Excellent attention to detail.
• Must have a full understanding of the scheduling process.

Knowledge

• Knowledge of medical terminology.
• Knowledge of one or more of the following specialties: Orthopedics, Neurology, Physical Therapy, Pain Management.
• Knowledge of computer applications.
• Knowledge of scheduling templates.

Skills

• Skilled in Analytical and problem-solving capabilities.
• Skilled in establishing metrics and clear objectives including performance management.
• Skill in effectively managing multiple projects simultaneously.
• Good written and verbal communication skills.

Abilities

• Ability to maintain patient confidentiality and follow HIPAA guidelines.
• Ability to multi-task and work well under pressure.
• Ability to analyze problems and interpret information and to prioritize and reprioritize, as necessary. Ability to work independently, and as part of a team.
• Ability to identify opportunities for process improvement, identify solutions and plan for and implement solutions.

Environmental/Working Conditions

• Normal office environment. Some travel within community.

Physical/Mental Demands

• Requires sitting and standing associated with a normal office environment. Some bending and stretching required. Manual dexterity using a calculator and computer keyboard.

Organizational Requirements

• OSHA Requirements and training to include:
• Safety Training

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.