Central Scheduling Supervisor

DMOS Orthopaedic Centers • West Des Moines, IA

2d • Onsite

About The Position

This role involves leadership duties approximately 50% of the time, focusing on mentoring and coaching team members, tracking metrics, handling escalated calls, collaborating with other leaders to update protocols, training new employees, and reviewing quality assurance and call handling metrics. The other 50% of the time will be dedicated to scheduling tasks, where the individual will act as a role model for outstanding service, especially during peak times. This involves interacting with patients who may be in pain, gathering information about their history, insurance, and situation, and matching them with the appropriate provider. The role requires understanding and empathy towards patients, as well as a commitment to providing outstanding experiences through curiosity and helpfulness.

Requirements

• High school diploma or GED with 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
• Positive, friendly, professional, and data-driven attitude
• Can-do attitude with a proactive coaching and consulting skill set
• Ability to communicate positively and professionally to patients, physicians, mid-levels, administrative professionals, and team members

Nice To Haves

• Prior call center supervisory experience preferred
• Degree in health sciences

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 on the phone
• Take in calls, gather information accurately and quickly about patients, their history, insurance and situation
• Help match patients with a referred provider or the first available provider for their particular issue

Benefits

• Generous levels of time off
• Competitive compensation
• Affordable health insurance
• Vision insurance
• Dental insurance
• Competitive 401K/pension plan
• Free coffee

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED