Centralized Scheduling Manager (Full-Time)

North Country Healthcare•Whitefield, NH

6d•$34 - $46•Onsite

About The Position

North Country Healthcare (NCH) is a non-profit affiliation of four medical facilities located in the White Mountains Region of New Hampshire. NCH is a comprehensive healthcare network committed to the health and well-being of the communities it serves. As a leader, this role emphasizes advancing High-Reliability Organization (HRO) principles, embedding a culture of safety, accountability, and consistent high performance. The Scheduling Manager is responsible for the leadership, direction, and daily operations of North Country Healthcare's centralized scheduling department. This position oversees scheduling staff responsible for coordinating patient access across physician practices, outpatient hospital departments, diagnostic services, procedural areas, rehabilitation, and ancillary services. The Scheduling Manager develops standardized scheduling workflows, ensures consistent scheduling practices across the organization, monitors departmental performance, and collaborates with operational, clinical, and revenue cycle leaders to improve patient access, maximize provider capacity, reduce revenue leakage, and deliver an exceptional patient experience. The Scheduling Manager is accountable for departmental quality, productivity, customer service, and operational performance through data-driven decision making and continuous process improvement.

Requirements

Associate’s degree in healthcare administration, Business Administration, or related field preferred.
CRCR or other healthcare revenue cycle certification preferred.
Lean, Six Sigma, or process improvement certification preferred.
Strong leadership and employee development skills.
Excellent communication and interpersonal skills.
Advanced organizational and project management abilities.
Ability to analyze operational data and performance metrics.
Strong understanding of patient access, scheduling, referrals, insurance verification, and prior authorization workflows.
Knowledge of revenue cycle operations and payer requirements.
Experience with electronic medical records, scheduling systems, reporting tools, and Microsoft Office.
Ability to lead organizational change and workflow standardization.
Strong problem-solving and conflict resolution skills.
Minimum five (5) years of progressively responsible healthcare scheduling, patient access, revenue cycle, or ambulatory operations experience.
Minimum three (3) years of leadership or supervisory experience preferred.
Frequent sitting.
Frequent computer use.
Frequent telephone communication.
Occasional standing and walking.
Ability to occasionally lift up to 20 pounds.

Responsibilities

Provides leadership, coaching, mentoring, and performance management for Scheduling Coordinators.
Recruits, hires, trains, and develops department staff.
Conducts performance evaluations and competency assessments.
Develops staffing plans to ensure adequate scheduling coverage across all services.
Fosters a culture of accountability, teamwork, collaboration, and exceptional customer service.
Oversees employee engagement, education, and professional development.
Oversees centralized scheduling operations across all assigned departments and service lines.
Develops, implements, and maintains standardized scheduling policies, workflows, and procedures.
Ensures scheduling protocols are consistently followed throughout the organization.
Collaborates with clinical leaders regarding provider scheduling templates, appointment types, scheduling rules, and clinic optimization.
Oversees referral intake, order management, scheduling work queues, and appointment coordination.
Ensures timely processing of urgent referrals and scheduling requests.
Identifies workflow inefficiencies and implements operational improvements.
Partners with Revenue Integrity, Financial Counseling, Patient Access, and Clinical Operations to improve patient access.
Ensures scheduling processes support clean claims, prior authorization compliance, and financial clearance.
Monitors payer-specific scheduling requirements and operational compliance.
Supports initiatives to reduce denials related to scheduling, referrals, and authorizations.
Works collaboratively with organizational leadership to improve patient access and provider utilization.
Develops and maintains departmental quality assurance processes.
Conducts routine audits of scheduling accuracy, referral processing, documentation, and customer service.
Implements corrective action plans when performance standards are not achieved.
Leads continuous improvement initiatives using data and operational metrics.
Participates in organizational committees focused on patient access and revenue cycle performance.
Maintains compliance with HIPAA, CMS regulations, Joint Commission standards, and organizational policies.
Ensures staff maintain competency regarding scheduling protocols and payer requirements.
Maintains regulatory compliance related to patient access operations.
Participates in organizational strategic initiatives.
Assists with implementation of new software, scheduling technology, and workflow redesign.
Performs additional duties as assigned.
Supports North Country Healthcare's Mission, Vision, Values, and Standards of Excellence.