Overview

From our Dallas corporate headquarters to our clinics and onsite locations, Concentra colleagues remain focused on our driving purpose: Improving the health of America’s workforce, one patient at a time. Our commitment is that every patient is treated the Concentra Way: quality clinical care and a positive customer experience from welcoming, respectful and skillful colleagues. We do this by putting all customers first and by displaying:

• A healing focus
• A selfless heart
• A tireless resolve

The Scheduling Supervisor maintains high standards for quality and an exceptional patient experience by actively monitoring and identifying ways to improve the teams’ results while creating a positive work environment. The ability to lead, inspire and engage colleagues is critical to exceed customer expectations in order to achieve a positive impact on the cost and quality of care rendered to the injured employee in accordance with Concentra’s policies, procedures and applicable regulations. 

Responsibilities

• • Provides exceptional internal and external service by demonstrating welcoming, respectful and skillful behaviors.
  • Ensures appropriate staffing levels are achieved to ensure resources are managed efficiently
  • Ensure Colleagues understand the departments vision and strategy as well as their role in achieving it
  • Provides ongoing coaching and feedback with the intention of enhancing the contributions, competencies and performance of colleagues in order to achieve daily and monthly departmental goals
  • Analyzes and identifies the reason for variation in an individual’s performance in order to guarantee key outcome measures are met, while aiding in the removal of barriers to success.
  • Monitors production metrics in order to hold colleagues accountable for meeting and exceeding expectations
  • Builds positive relationships by maintaining proactive communication to ensure efficient, accurate and timely responses to internal/external customer needs
  • Interviews and assists Manager with decisions on hiring of new colleagues. Responsible for new hire evaluations and annual reviews, both drafting and upon Managers approval, conducting the reviews.
  • Ensures continuous improvement by constantly analyzing processes, procedures and operating practices; Suggests and implements change
  • Uses proactive solution minded thinking to improve the team or processes with management approval.
  • Communicates with all stakeholders, payers, employers and patients as appropriate
  • Builds relationships with provider and payer communities
  • Participates in quality assurance processes including but not limited to the audit program, case reviews and training sessions

  Scope measures

  • Assigned to 2 Regions
  • Directly responsible for meeting departmental team goals and ensuring team’s accuracy with process requirements
  • Reports to Referrals Manager

Job-related experience

• Minimum of 2 year experience of scheduling experience
• 1 year expereince as a Team Lead or Supervisor

Qualifications

Required Credentials:

• High School diploma or GED.
• Two years’ experience in Healthcare field dealing with customer service.
• Excellent telephone skills are a must, as is a strong computer and technological background.

Physical Requirements:

• Ability to walk, bend, stand, and reach constantly during a work day/shift.
• Visual acuity (near and distant) sufficient to maintain accurate records, recognize people, and understand written direction.
• Ability to speak and hear sufficiently to understand and give directions.
• Fine motor skills adequate for scheduling.
• Ability to participate in sustained activities for many hours in duration in accordance with state labor laws.
• Ability to independently lift twenty-five (25) pounds of weight.

Education/credentials

• Associates or Bachelor's degree preferred
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Outlook
• Proficiency with scheduling / insurance verification software

Job-related skills/competencies

• Excellent written and verbal communication skills with ability to communicate effectively with colleagues at all levels of the organization
• Must display proper business etiquette and be skilled in the arts of diplomacy and tact
• Ability to organize and manage multiple priorities and/or projects by using appropriate methodologies and tools
• Excellent time management skills including the ability to multitask and prioritize in a fast paced environment
• Attention to detail
• Ability to give direction and build positive morale
• Exemplary decision making and problem solving skills
• Ability to build and maintain productive business relationships
• Strategic and Root Cause Analysis Thinking

Working conditions/physical demands

• Office environment
• This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management