Appointment Center Supervisor

Cleveland Clinic•Weston, FL

17h•Onsite

About The Position

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. As the Appointment Center Supervisor, you will supervise employees and the technical and administrative functions of the assigned group. You will act as a technical resource for team members. Implements goals consistent with assigned clinical and non-clinical units to achieve goals. A caregiver in this position works Monday through Friday from 8:00am to 5:00pm.

Requirements

Customer service, patient registration, scheduling, insurance verification and authorization experience.
Knowledge of supervision, training/development and public relations practices
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.

Nice To Haves

Associate’s degree and/or bachelor's degree (Additional years of experience may offset degree requirement)

Responsibilities

Oversee day-to-day Appointment Center operations and workflow.
Supervise and support employees in daily operations, staffing coverage and scheduling.
Approve and manage paid time off and leave requests while ensuring appropriate cross coverage.
Provide leadership, coaching and ongoing training, including orientation and education for new and existing staff.
Monitor performance using Symposium, TRACE and call observation tools to assess readiness, talk time, idle time, system issues and customer service quality.
Deliver real-time feedback, coaching, recognition and corrective action in response to performance trends.
Assign and monitor web and EPIC MyChart appointments and track pending reports.
Analyze workflows and procedures to identify and implement improvements in efficiency, quality and effectiveness.
Prepare and review employee performance reports using customer service monitoring and system data.
Support hiring, onboarding, performance evaluations and corrective action processes in accordance with organizational policy.
Collaborate with internal departments to resolve scheduling, registration, authorization and customer service issues.
Promote a positive team environment by encouraging engagement, morale and professional development.
Assist leadership in developing and updating policies and procedures in collaboration with other departments