Medical Scheduling Supervisor

Why Join Elite Sports Medicine Orthopedics?

• Three medical plan options, including PPO and HDHP plans
• Dental and vision coverage
• Health Savings Account (with eligible HDHP plans)
• Employee Assistance Program
• Company-provided Basic Life, AD&D, and Long-Term Disability insurance
• Voluntary Life and Short-Term Disability insurance
• PTO accrual
• Paid holidays
• 401(k) with employer match

Minimum Essential Job Requirements

• Manage the daily performance, productivity, and processes of the Scheduling and Operator Teams.
• Participate in hiring, onboarding, training, mentoring, and developing team members.
• Provide ongoing coaching and performance feedback to promote individual and team success.
• Complete annual performance reviews and quarterly conversations in a timely manner.
• Maintain and update the Scheduling Specialist and Operator Playbooks.
• Establish, monitor, and help achieve departmental Key Performance Indicators (KPIs).
• Conduct regular audits of Scheduling Specialists and recorded calls, providing feedback and coaching as needed.
• Monitor call accuracy, scheduling quality, error rates, and other performance metrics.
• Develop and maintain departmental reports and dashboards.
• Conduct regular team meetings, huddles, and one-on-one conversations.
• Participate in setting and achieving quarterly and annual team and individual goals.
• Provide coverage in scheduling and operator queues as needed.
• Partner with the Director of Administration on projects and initiatives that support departmental and organizational success.
• Perform other duties and special projects as assigned.

Reporting Responsibilities

• Compile and communicate weekly performance metrics, including:
  • Number of appointments scheduled
  • Calls answered
  • Call abandonment rate
  • Scheduling and documentation error rates
• Review the Daily Schedule Report and communicate schedule corrections and audit findings to the appropriate team members.
• Review the Work Group Summary Report daily to ensure appropriate staffing coverage for the Scheduling Queue.
• Review the Operator Work Group Summary Report daily to ensure appropriate Operator staffing levels.
• Monitor Brightmetrics On-Demand Reporting for Scheduling Specialists and Operators.
• Identify trends, opportunities for improvement, and staffing needs based on departmental reporting and performance data.

• The Team Member Coach: 2 years of leadership experience supervising employees, coaching performance, conducting performance evaluations, and developing training materials. (Leadership experience in healthcare, call centers, hospitality, retail, or other customer-service environments is highly valued!)
• Organized Mindset: Comfortable managing changing priorities and keeping team execution consistent.
• Collaborative Partner: You are eager to work hand-in-hand with the Administrative Manager to ensure that the Scheduling Team has the tools, resources, and support needed to keep provider schedules running efficiently.