Central Scheduling Supervisor

Ophthalmic Consultants of Boston•Plymouth, MA

21d•Onsite

About The Position

Ophthalmic Consultants of Boston is seeking an experienced Central Scheduling Supervisor to lead our high-volume, multi-location scheduling center. This role will oversee a large team, improve workflows, optimize scheduling systems, and uphold exceptional patient service standards across one of New England’s leading ophthalmology practices. If you enjoy developing staff, solving operational challenges, and creating smooth patient experiences, we’d love to meet you.

Requirements

5+ years in patient or customer service
2+ years in a supervisory or team-lead capacity
Experience with healthcare scheduling systems + call management tools (preferred)
Strong communication, leadership, and workflow-optimization skills
Ability to motivate teams in a fast-paced clinical environment
High school diploma required; some college preferred.

Nice To Haves

Epic experience a plus (training available)

Responsibilities

Supervise, mentor, and develop Appointment Schedulers, Team Leads, and a Coordinator
Hire, onboard, and train new staff; conduct quality reviews and annual evaluations
Maintain and update SOPs, policies, and training materials
Set service expectations and audit performance for compliance
Oversee schedules, timekeeping, payroll coordination, and daily staffing
Act as the liaison between Central Scheduling and administrative/clinical departments
Provide coaching and corrective action aligned with organizational policies
Ensure accuracy in high-volume patient scheduling, including insurance, demographics, and provider-specific guidelines
Manage rescheduling due to MD/OD availability changes
Oversee mailing of New Patient and provider-specific packets
Use scheduling systems and reporting tools to monitor volume and forecast workloads
Evaluate and refine workflows to increase efficiency
Manage the ShoreTel Director program (profiles, call routing, holiday schedules, reports)
Oversee Patient Gateway activity and ensure timely responses
Ensure all voicemails and faxes are processed daily
Participate in phone-system oversight during holiday/office closures
Prepare the Emergency On-Call Schedule and SharePoint updates
Coordinate with Notify MD and internal teams
Track and report missed appointments (procedures, surgeries, urgent post-ops, lasers, studies)
Lead the MGH referral process and produce monthly reports for leadership
Maintain updated phone lists and contact cards