Central Scheduling Manager - REMOTE

NORTHWEST HEALTH SERVICES INC-posted 2 months ago
Full-time • Manager
Saint Joseph, MO
51-100 employees
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The Centralized Scheduling Manager works under the supervision of the RCA. This position is responsible for supervising the Centralized Scheduling staff and its day-to-day functions. The Centralized Scheduling Manager will have the responsibility of working as a scheduler, in addition to the overall responsibilities of a supervisor, which include: personnel management, information flow, patient satisfaction, and business operations. This position serves as an example of excellent customer service to patients.

  • Work cooperatively with Northwest Health Services’ leaders, providers, and staff to carry out the goals and objectives of Northwest Health Services, Inc., according to established policies and procedures.
  • Treat others respectfully, whether it is a patient, fellow employee, member of management, customer, vendor, or visitor to our premises.
  • Responsible for the Centralized Scheduling day-to-day operations.
  • Analyze and evaluate Centralized Scheduling data and personnel needs and prepare necessary reports.
  • Track and log complaints, incidents, road blocks, reasons for difficulties encountered, and resolutions made in providing an appointment. Report logs and solutions to RCA weekly.
  • Receive phone calls and greet all patients and visitors pleasantly and effectively.
  • Triage as necessary or applicable.
  • Handle telephone communications, including telephone etiquette, making patient appointments, making reminder phone calls day prior to a scheduled visit, answering inquiries related to services, and routing calls as necessary to the appropriate site.
  • Assist with developing and implementing policies and procedures for Centralized Scheduling personnel.
  • Direct and coordinate work assignments/schedules for all Centralized Scheduling staff, creating a team environment.
  • Train, orient and supervise personnel in policies and specific job duties.
  • Organize and arrange staff meetings, in-services, and education for staff.
  • Responsible for employee relations, recognition and assure that staff received appropriate orientation and training.
  • Maintain excellent personal relations and communications with all managers, providers and staff.
  • Demonstrate a commitment to the mission, core values and goals of Northwest and its healthcare delivery team.
  • Evaluate employees for selection, promotions, transfers, and disciplinary measures; resolve employee grievances per procedure in coordination with Human Resources.
  • Interpret and disseminate policies to employees.
  • Must comply with the provisions of the Health Insurance Portability and Accountability Act (HIPAA) of 1996.
  • Monitor phone system reports to assess key performance indicators.
  • Ensure patients are being scheduled according to NHS expected standards and processes.
  • Receive and act on staff feedback for inappropriately scheduled patients.
  • Assess and, when needed, adjust central schedulers' workflows for best practices.
  • Provide feedback and coaching to the team when necessary, including training, positive reinforcement, and disciplinary action, including termination if applicable.
  • Manage the central scheduler's timecards, evaluations, and PTO requests.
  • Interview/hire new team members and provide NHS patient scheduling process training.
  • Audit samples of patient phone calls for quality assurance.
  • Troubleshoot any phone software or report concerns to NHS IT team.
  • Participate in any necessary Quality Improvement meetings to discuss updates with central scheduling key performance indicators.
  • Must live within a 60-mile radius of Family Medicine Associates or Southside Health Clinic.
  • This position is remote, but employees can be asked to work on site if needed.
  • Perform related work as required.
  • Graduate from accredited school, with L.P.N. licensure in the state of Missouri.
  • BLS certification required.
  • Two years acute care nursing or two years office nursing experience preferred.
  • Possess light typing skills, computer knowledge required. Must demonstrate accuracy, proficiency, and efficiency.
  • Must possess the ability to effectively present information and respond to questions from patients and other individuals encountered in the course of employment.
  • Ability to visually assess patient condition and communicate with the patients and families with tact and professionalism.
  • Previous supervisory experience preferred.
  • Must possess excellent oral and written communication skills and present a positive image for the organization.
  • Must be skilled in preparing, presenting, and interpreting data used in budgets and reports.
  • Must be skilled in planning and implementing office procedures relevant to management.
  • Valid Missouri Operator’s license is required.
  • Previous supervisory experience preferred.
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