Central Scheduling & Referrals Manager

Position Summary
The Central Scheduling & Referrals Manager is responsible for leading Therapy Tree’s
centralized scheduling and referral team. This role ensures all incoming referrals are processed
and scheduled quickly and accurately, maximizes schedule utilization across all clinics, and
facilitates smooth patient onboarding to drive treatment conversion and patient retention. The
manager is accountable for aligning scheduling practices with company revenue goals,
maintaining high levels of customer satisfaction, and optimizing payor mix and therapist
productivity.
This is a highly collaborative, data-driven leadership role that supports Therapy Tree’s
operational efficiency and financial performance.

Key Responsibilities
Referral Intake & Scheduling Optimization
● Ensure all patient referrals are processed within 24 hours of receipt and scheduled
promptly for evaluations and follow-up treatments.
● Prioritize fast scheduling of high-value referrals (based on insurance mix, clinic
availability, and strategic priorities).
● Develop and maintain referral triage protocols to balance caseloads, minimize wait
times, and meet clinic-specific needs.

Team Leadership & Management

● Supervise and support all centralized schedulers; manage team performance, provide
coaching, and resolve escalations.
● Lead regular huddles, coaching sessions, and quality audits to drive SOP compliance
and performance improvement.
● Monitor staff productivity and engagement; manage capacity planning for high-volume
periods.

Schedule Optimization & Revenue Enhancement
● Maintain full and optimized clinic schedules by minimizing ghost slots, cancellations, and
no-shows.
● Coordinate with Clinical Directors to proactively match evaluations with treatment
availability to reduce revenue loss from eval-only cases.
● Identify opportunities to increase utilization of high-reimbursement insurance plans
through strategic scheduling.
● Partner with billing and revenue cycle to align patient onboarding with insurance
verification and authorization requirements.

Operational Excellence & System Oversight
● Own and manage Raintree scheduling workflows, task queues, confirmation protocols,
and automation tools.
● Run performance and scheduling reports in Raintree; ensure data accuracy and use
insights to inform decisions.
● Collaborate with Clinical Directors, Office Managers, and Billing to streamline operations
and improve patient flow.

Customer Service & Communication
● Ensure exceptional communication and customer service standards with all patients and
referring providers.
● Resolve complex or escalated scheduling issues with professionalism and urgency.

● Act as the primary liaison for referring physicians, ensuring patients are scheduled
promptly and communication is timely.

Key Performance Indicators (KPIs)
● Evaluation Confirmation: ≥ 90% confirmed within 72 hours of referral
● Task Completion: 100% of high-priority tasks same day; ≥ 90% of all tasks within 1
business day
● Voicemail Response Time: ≤ 2 business hours
● Ghost Slots: < 5% across all schedules
● Treatment Conversion: ≥ 90% of scheduled evaluations result in treatment plan
scheduling within 5 business days
● Waitlist Conversion: Month-over-month increase in scheduled appointments from
waitlist
● Schedule Optimization Compliance: ≥ 95%
● Referral Processing Time: < 24 hours from receipt to contact attempt
● Insurance Mix Efficiency: Monitor and improve treatment hours with high-value payors
(tracked monthly)

Qualifications
● 2+ years in healthcare scheduling or referral coordination leadership role
● Proven ability to lead a team in a fast-paced, high-volume scheduling environment
● Proficiency in Raintree or similar EHR/EMR systems; experience with Google
Workspace and phone systems (e.g., Elevate)