Call Center & Scheduling Supervisor

Sage Veterinary Imaging•Spring, TX

7d•$0 - $75,000•Onsite

About The Position

The Patient Care Coordinator III (PCC III) – Call Center & Scheduling Supervisor is a working supervisor responsible for directly scheduling patients while overseeing Sage Veterinary Imaging’s scheduling and patient coordination workflows across all centers. The PCC III works alongside the PCC team while maintaining visibility across the entire scheduling system—ensuring referrals and cases continue to move, established metrics and workflows are followed, and patients are efficiently scheduled across all modalities and locations. This role also leads the development and supervision of the PCC team through hands-on coaching, mentoring, onboarding, and training. Primary Focus Hands-on scheduling, system-wide workflow oversight, and PCC team development.

Requirements

Experience in scheduling, call-center, customer-service, veterinary, healthcare, or similar operations.
Strong communication, organization, and problem-solving skills.
Ability to manage multiple priorities and maintain visibility across multiple workflows and locations.
Comfortable coaching and developing team members while maintaining an active scheduling workload.
Strong technology skills and ability to work effectively across multiple systems.

Nice To Haves

Previous leadership, supervisory, training, or team-lead experience preferred.
Veterinary or healthcare experience preferred.
Experience with EzyVet, HubSpot, Slack, Google Workspace, and similar systems a plus.

Responsibilities

Maintain an active scheduling workload and work directly alongside the PCC team.
Schedule and coordinate patients across all Sage modalities and centers.
Communicate with pet owners and referring veterinary teams regarding scheduling and case coordination.
Obtain and organize information and records needed to facilitate scheduling.
Provide appointment instructions, estimates, and other applicable scheduling information.
Manage complex scheduling situations and help facilitate coordination between centers.
Coordinate with clinical teams when additional information or guidance is needed to appropriately schedule a patient.
Support phones, referrals, scheduling queues, and other PCC workflows based on daily operational needs.
Help ensure available appointments across Sage are appropriately utilized.
Actively monitor Slack channels, HubSpot, EzyVet, scheduling systems, phone systems, and other applicable platforms throughout the day.
Ensure referrals and cases are moving through established workflows and within established Sage metrics and expectations.
Identify cases, communications, or workflow steps that are delayed, incomplete, or require additional follow-up.
Take action when work is not progressing appropriately—whether by working the case directly, assisting a PCC, redirecting work, or providing coaching.
Maintain visibility into scheduling activity and team workload across all Sage centers.
Identify workflow bottlenecks and barriers and help resolve them.
Follow through on identified issues to ensure cases continue moving toward scheduling and care.
Escalate clinical or operational concerns when appropriate.
Provide day-to-day supervision and support to the PCC team while working alongside them.
Coach and mentor PCCs in scheduling, communication, organization, prioritization, case ownership, and problem-solving.
Provide real-time feedback and coaching based on observed workflows and performance.
Identify individual or team performance gaps and provide appropriate coaching, retraining, and follow-up.
Help establish and maintain consistent expectations and workflows across the PCC team.
Support team members with difficult scheduling situations, communications, and escalations.
Foster accountability, teamwork, and ownership of cases from referral through scheduling.
Lead the onboarding and training of new PCC team members.
Provide hands-on training through instruction, demonstration, observation, and supervised work.
Maintain PCC training materials, SOPs, workflows, and related resources.
Ensure team members are appropriately trained on Sage systems, scheduling processes, communication expectations, and applicable services.
Provide ongoing training and cross-training as workflows, systems, modalities, and services evolve.
Identify additional training needs through direct observation and performance.
Monitor PCC and scheduling performance against established metrics, timelines, and workflow expectations.
Use Sage systems and direct observation to identify performance or workflow concerns.
Address concerns through hands-on support, coaching, training, workload coordination, or escalation as appropriate.
Identify recurring workflow or system issues and help develop practical improvements.
Work with leadership and clinical teams to improve scheduling processes and coordination across centers.
Support consistent use of Sage systems and established processes.
Provide leadership with visibility into scheduling operations, team performance, barriers, and areas requiring attention.