Central Scheduling Supervisor

DMOS Orthopaedic Centers•West Des Moines, IA

3d•Onsite

About The Position

This role involves both leadership duties and direct patient scheduling. As a leader, you will be responsible for tracking metrics, supporting team members, handling escalated calls, collaborating with other leaders to modify protocols, training new team members, and reviewing quality assurance and call handling metrics. Approximately 50% of your time will be dedicated to leadership responsibilities. You will also participate in Emerging Leadership and Supervisor training programs and have access to support from Compliance, HR, Patient Experience, and Revenue Cycle specialists. In the scheduling aspect of the role, you will act as a role model for outstanding service, especially during peak times. You will engage with patients who may be in pain and need assistance, wearing a headset to take calls, gather patient information (history, insurance, situation) accurately and quickly, and match them with the appropriate provider. The role requires understanding and empathy, as patients may be experiencing discomfort. The work environment emphasizes outstanding patient experiences through a positive and curious approach.

Requirements

Minimum of a high school diploma or GED
Three years of increasing responsibility in a call center supervisory experience OR some college and escalating level of leadership with 2 years of customer service
Great typing and computer skills
Ability to think on your feet
Ability to use indoor voice and use confidential information for patient care only
Curious and kind with team members
Helpful and able to teach others through exploratory learning
Able to be on the phone for long periods of time

Nice To Haves

Prior call center supervisory experience preferred
Degree in health sciences
Evidence Based Care Enthusiasts
Emerging Leaders with a Servant Heart
People who want Continuous Learning
Vision for the Future

Responsibilities

Keep track of metrics
Support team members
Handle escalated calls
Work with other leaders to change protocols
Train new team members
Review QA and call handling metrics
Act as a role model for outstanding service
Take in calls
Gather information accurately and quickly about patients, their history, insurance and situation
Match patients with a referred provider or the first available provider for their particular issue