What are the responsibilities and job description for the Scheduling Supervisor position at Louisiana Orthopaedic Specialists?
Description
ESSENTIAL FUNCTIONS:
EDUCATION:
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.
EDUCATION:
- High School diploma or GED required. Associates degree is preferred.
- 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.
- 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 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.
- 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.
- 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.
- Normal office environment. Some travel within community.
- Requires sitting and standing associated with a normal office environment. Some bending and stretching required. Manual dexterity using a calculator and computer keyboard.
- OSHA Requirements and training to include:
- Safety Training