POSITION SUMMARY

The Scheduling Supervisor leads the organization in technology-based (e.g., telephone, text messaging, patient portal, etc.) scheduling and customer service and provides leadership to scheduling staff. The Supervisor serves as an advocate for top-notch customer experience through phone calls, and partners with clinical leadership, human resources, accounting, revenue cycle, administration and program management to implement efficient and effective patient scheduling, call transferring, and accurately answering all inquiries. May also provide direct customer service to patients and staff as needed.

POSITION-SPECIFIC COMPETENCIES/ESSENTIAL FUNCTIONS/DUTIES & RESPONSIBILITIES

• Track performance with strategic key indicators and develop strategies to ensure that health center-wide organizational goals are met.
• Evaluate call volume data and staffing histories to project out staffing coverage. Strategically assign coverage based on volumes and organizational need.
• Serves as an expert on the function of CDHC phone system and phone routing workflows, and associated supervisor software.
• Use NextGen and other applicable software to provide daily, weekly and monthly reports and as requested by health center leadership
• Produce a quarterly report of inbound and outbound call statistics showing volumes and trends, and share this report with leaders.
• Monitor real time statistics and intervene, as needed, to meet standards
• Audit NextGen for consistent and accurate data capture and ensure errors are corrected.
• Work closely with IT to troubleshoot any problems with equipment
• Assist with application implementation, upgrades, enhancements, and usability testing.
• Participate as an active member on committees (e.g., performance improvement)
• Works with location, program and services leadership to implement strategies to schedule patients, answer questions and transfer calls.
• Partner with clinical, program and administrative management to implement call quality assessments
• Escalate trends and issues to appropriate leadership
• Serve as an escalation point for patient issues and questions. Assist staff with complex and disgruntled patient situations requiring intervention from a higher authority.
• Ensure staff are compliance with confidentiality and HIPAA.
• Schedule, cancel and reschedule patient appointments as needed. Including routine and complex scheduling. Complete pre-registration and appropriately advise patients on how to present for their appointments.
• Knowledgeable of how provider schedules are blocked.
• Knowledgeable of CDHC payers, sliding fee scales and other reimbursement programs.
• Coordinate department-level purchasing with the CDHC procurement team
• Conduct employment interviews, hires and trains staff.
• Provide timely performance improvement feedback and coaching. Discipline staff when warranted by inappropriate employee behavior or inadequate work performance.
• Conduct team meetings and huddles to apprise staff of changes and to address broader-based program area issues and initiatives.
• Be available for off-hours issues, escalations and staff questions (most commonly for staff or provider calling in sick or adjusted hours due to inclement weather)
• Develop, recommend, and implement policies and procedures for the department. Monitor adherence to policies and established procedures
• Other duties, as assigned

• Associates Degree or higher required. Training in health care administration, public administration, public health or a similar field is desired.
• One year of experience working in a supervisory and management role preferred
• Call Center or Healthcare Appointment Scheduling Experience required. 
• Knowledge of basic patient care principles and practices
• Knowledge of medical terminology
• Active and valid driver’s license
• Demonstrated ability to interact and communicate effectively with individuals at various levels both inside and outside of the organization, often in sensitive situations.
• Proficiency with Microsoft Office – particularly Word, Excel, Outlook and Visio
• Within 3 months of being hired, obtain excellent knowledge of knowledge of Electronic Practice Management (EPM).
• Demonstrated an aptitude and willingness to learn new responsibilities
• Language: English fluency (Karen, Spanish, Burmese, Mai Mai and Sudanese language fluency a plus)
• Hours of Work:  Expect to work 40 hours a week minimum.  Some weekends required.
• Travel:  Some travel required.
• Exposure: While performing the essential functions of this job, the employee rarely is exposed to fumes or airborne particles and toxic or caustic chemicals.  Additionally, the employee may rarely be exposed to blood borne and other hazardous chemicals.  Finally, the noise level in the work environment can occasionally be quite loud.  In all cases personal protective equipment will be provided to the employee in combination with adequate ventilation and other engineering controls to minimize the risk of exposure or other hazardous occurrence.
• Physical: Reasonable accommodation may be made to enable individuals with special challenges to perform these essential functions.