Appointment Center Supervisor

Join Cleveland Clinic Weston Hospital’s team of caregivers that remain on the leading edge of technology and education, all while consistently providing patient-centered healthcare. As part of Cleveland Clinic’s Florida region, Weston Hospital is recognized as one of the top hospitals in the Miami-Fort Lauderdale and Florida regions. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world.   

The Appointment Center Supervisor plans, organizes, directs, supervises and controls registration and scheduling in accordance with established policies and procedures, maintains and manages productivity and customer service standards for the department, collaborates to achieve the organizational goals, implements goals consistent with assigned clinical and nonclinical units, interacts with leadership, office coordinators and ancillary departments to obtain and process patient demographic, clinical and financial information.

A caregiver in this position works Monday through Friday from 8:00am to 5:00pm.

A caregiver who excels in this role will:

• Oversee the day-to-day workflow of the Appointment Center.
• Supervise employees in daily operations.
• Maintain staffing levels, approves and schedules paid time off and leave requests.
• Provide leadership and training. Coordinates and provides orientation, education, and training.
• Ensure cross coverage.
• Develop effective work -team.
• Improve procedures and processes.
• Encourages and supports morale building activities and positive attitudes.
• Communicate with employees and provide orientation on policies.
• Analyze workflow and procedures.
• Identify and implement opportunities to improve speed, quality and effectiveness.
• Monitor Symposium system consistently throughout the day to identify not ready performance, talk time outliers, idle time and system aberrations.
• Immediately counsels/rewards agents on substandard/superior performance.
• Monitor calls thorough TRACE or phone observe function to assess customer service delivery.
• Assign web and EPIC MY CHART appointments and monitors pending reports.
• Prepare monthly progress reports on employee performance as a result of customer service monitoring and symposium statistics.
• Assist management in hiring and termination process.
• Counsel staff on performance issues using established CCF progressive corrective action policy.
• Work with other departments to resolve registration, scheduling, authorization and customer service issues.
• Orient and train new schedulers on departmental procedures.
• Provide feedback to the staff and Director on staff performance.
• Assist with/ completes annual performance reviews.
• Assist management in developing policy and procedures in conjunction with other departments.

Minimum qualifications for the ideal future caregiver include:

• Knowledge of supervision, training/development and public relations practices
• Customer service, patient registration, scheduling, insurance verification and authorization experience
• Previous supervisory experience in medical office or hospital setting
• Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision
• Must be able to take appropriate action in a stressful environment

Preferred qualifications for the ideal future caregiver include:

• Associate's and/or Bachelor's
• Additional years of experience may offset degree requirement

Physical Requirements:

• Requires frequent walking from department to department: requires sitting at a work-station or desk; requires standing; work may include occasional pushing and/or pulling, lifting, and carrying objects weighing up to 20 lb., such as files, documents and computer printouts.
• Work requires finger dexterity and eye hand coordination to operate a computer keyboard at a moderate skill level.

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required for procedures.

Pay Range

Minimum Annual Salary: $43,200.00

Maximum Annual Salary: $65,880.00

The pay range displayed on this job posting reflects the anticipated range for new hires. A successful candidate’s actual compensation will be determined after taking factors into consideration such as the candidate’s work history, experience, skill set and education. The pay range displayed does not include any applicable pay practices (e.g., shift differentials, overtime, etc.). The pay range does not include the value of Cleveland Clinic’s benefits package (e.g., healthcare, dental and vision benefits, retirement savings account contributions, etc.).