Assistant Supervisor

Mayo Clinic•Jacksonville, FL

About The Position

Assists the Practice Floor Supervisor in ensuring operational efficiencies of the OAM scheduling areas, including direct supervision of the Patient Service Specialists, Scheduling Operations Specialists, and Patient Appointment Services Specialists, and/or other positions as assigned. Supervision of staff may be on-site and/or remote, local or national. The individual must apply professional supervisory expertise, exercising initiative and proficient organizational skills to perform a variety of duties in support of patients, physicians, employees, referring providers, outside organizations, and the institution. Works closely with the Practice Floor Supervisor to ensure optimal utilization of personnel. Responsible daily for patient flow on the floor, supervision and management of unfilled appointments and standby patients. Actively involved with recruiting, hiring, orientation, and training of work unit employees, on-site and remote, local or national. Performs quality review and resolution of scheduling errors, submits template changes, and addresses performance issues as needed. Ensures the best possible itinerary for the patient. Demonstrates the ability to interpret and communicate relevant data and information. Exhibits confidentiality, flexibility and accountability. Prioritizes heavy work volume for work unit in a fast-paced environment. Performs duties independently and initiates judgment in handling difficult or critical situations. Performs competency testing for staff, performance reviews, creates and analyzes reports for OAM and practice leadership, and attends and participates in various meetings and committees on a weekly or monthly basis. Edits and approves timecards on a biweekly basis. Serves as the first point of contact for employee or patient-related issues or concerns and assists in service recovery, which could be outside of normal working hours. Attends supervisory and management meetings and completes assigned tasks while following up with supervisor or manager. Serves as liaison with referring provider offices to optimize referral process. Focuses on improving and refining access-related processes. Serves as interim supervisor when the supervisor is not available. Other duties as assigned.

Requirements

Associate degree required
One (1) year of scheduling or leadership experience is required
3-5 years customer service experience required
Medical Terminology required
Must demonstrate well-developed leadership skills
Must demonstrate superior written and verbal expertise
Must have strong technical capabilities
Must enjoy working in a fast-paced, stressful, non-clinical office environment
Must support institutional initiatives
Must be a good role model and demonstrate leadership ability
Demonstrated experience leading projects, committees, and/or taskforces
Must have demonstrated leadership, communication, problem solving and organizational ability
Must be highly organized, efficient, and able to work independently
Must have knowledge of multiple electronic applications which support the OAM scheduling operations
Must be able to perform all job duties for positions assigned under you

Nice To Haves

Preferred within Office of Access Management
2-3 years of relevant experience including lead roles, project management, leadership experience, and highly skilled operational expertise is preferred
Demonstrates competent teaching ability and strong customer service skills
Experience in the Mayo OAM Scheduling System or additional relevant experience with progressive responsibility in lead or supervisory fields is preferred

Responsibilities

Ensuring operational efficiencies of the OAM scheduling areas
Direct supervision of Patient Service Specialists, Scheduling Operations Specialists, and Patient Appointment Services Specialists
Supervision of staff may be on-site and/or remote, local or national
Apply professional supervisory expertise, exercising initiative and proficient organizational skills
Ensure optimal utilization of personnel
Responsible daily for patient flow on the floor, supervision and management of unfilled appointments and standby patients
Actively involved with recruiting, hiring, orientation, and training of work unit employees
Performs quality review and resolution of scheduling errors
Submits template changes
Addresses performance issues as needed
Ensures the best possible itinerary for the patient
Interprets and communicates relevant data and information
Prioritizes heavy work volume for work unit in a fast-paced environment
Performs duties independently and initiates judgment in handling difficult or critical situations
Performs competency testing for staff
Performs performance reviews
Creates and analyzes reports for OAM and practice leadership
Attends and participates in various meetings and committees
Edits and approves timecards
Serves as the first point of contact for employee or patient-related issues or concerns
Assists in service recovery, which could be outside of normal working hours
Attends supervisory and management meetings
Completes assigned tasks while following up with supervisor or manager
Serves as liaison with referring provider offices to optimize referral process
Focuses on improving and refining access-related processes
Serves as interim supervisor when the supervisor is not available
Other duties as assigned