Scheduling Supervisor

Description

Tanner Clinic has an immediate opening for a Scheduling Supervisor.

Location: Kaysville

Hours: FT

Essential Job Responsibilities:

• Manage appointment and switchboard department staff.
• Manage the schedule of staff members in order to meet the needs of patients and the clinic and ensure adequate coverage.
• Train staff on appointment/switchboard policies and procedures.
• Assist staff with customer complaints that need further resolution.
• Answer appointment phone calls as needed.
• Track doctor’s schedules for appointments. Works with physicians to ensure scheduling procedures are meeting needs. Respond to last minute schedule changes for doctors.
• Assist in the positive behavioral maintenance of a working team and troubleshoot difficult tasks. Mitigate doctor’s concerns.
• Manages the hiring, training, and evaluation of staff, to ensure the most efficient matching of physician/clinician availability and patient preferences for time and date.
• Collaborates with information technology department on maintaining and upgrading the computerized scheduling system.
• Acts as resource for appointment schedulers when they encounter patient issues such as customer complaints or physician dissatisfaction with appointments.
• Produces reports on appointment patterns, trends, complaints, and outcomes and analyzes results. Makes recommendations about improvement opportunities.
• Manage the following reports: daily/weekly/half-day reports, on-call reports, urgent care reports and after hours report.
• Input monthly on-call schedule for doctors via A Better Connection; Gather specialty information, fax the information to the Hospital and update changes daily.
• Gather information for the after-hours/on-call calendar; disperse information to Family Practice doctors; update daily calendar with changes.
• Manages Televox reports.
• Schedule ASL interpreters and authorize related expenses.
• Manage the doctor call history to track individual doctor schedules.
• Pilot the number of calls of staff.
• Utilize doctor call history to track individual doctor schedules.

Other duties as assigned

Requirements

Education:

• High school diploma required.

Experience:

• Previous experience in a supervisor/leadership role preferred.

Other Requirements:

• Comprehensive knowledge and experience of medical office functions, medical professional ethics, confidentiality and HIPAA requirements.
• Experience using database programs and medical office management applications.
• Strong analytical and problem solving skills.
• Excellent customer service and interpersonal communication skills.
• Knowledge of phone and voicemail systems.
• Regular and reliable attendance is an essential function of the job

Performance Requirements:

Knowledge:

• Knowledge of medical practice protocols related to appointment scheduling.
• Knowledge of medical terminology for interpreting physician instructions and patient needs.
• Knowledge of confidentiality requirements related to patient information.

Skills:

• Skill in training new appointment schedulers about medical practice scheduling system.
• Skill in evaluating scheduler performance and correcting performance deviations.
• Skill in serving as resource to schedulers with questions or issues and about the computerized system.

Abilities:

• Ability to communicate instructions clearly.
• Ability to collaborate with all levels of clinicians and staff to meet needs.
• Ability to analyze data reports and make recommendations for improvement.

Equipment Operated:

• Standard office equipment with emphasis on telephone and computer hardware/software.

Work Environment:

• Medical office, well lighted, well ventilated. Rare contact with patients.

Mental/Physical Requirements:

• Mostly sedentary. Some walking, bending, and reaching.
• Repetitive use of computer may lead to nerve damage without ergonomic measures.
• Occasional stress from dealing with patients with appointment issues.