Supervises and participates in overall operation and activities of Centralized Scheduling. Implements and maintains established Neurology Center policies, procedures, and objectives.
Establishes and confirms the procedures for scheduling.
Confirms with Doctors and Office Managers about scheduling changes and alterations.
Monitor Call Center Queues
Live monitoring with ACD software
Reporting using Mitel software
Fields patients calls
i.e. work the queue when calls are waiting
Quality customer service operations
Supervision
Coaching of staff
De-escalation
Handling complaints
Supervises scheduling staff
Approves leave requests
Managers schedulers schedules
Enforces rules and behavior (per employee handbook).
Works with Human Resources on any personnel issues.
Prepares performance appraisals.
Clientell management
Managing confirmations
Reducing No shows
Waitlist management
Implements verification process for insurance and procedures.
Attend monthly manager meetings
Assist with Portal Registration
Compliant with HIPAA, NCPA’s Compliance Plan and Code of Conduct policies
Attend required courses as determined by Manager and attend required HIPAA and compliance seminars.
Other duties as assigned.
AA degree in health administration. (or equivalent)
Must be computer literate.
Excellent customer service skills
Two to three years of supervisory experience or combination of supervisory management experience with a well-defined and implemented management-trainee program as necessary.
Knowledge of organizational policies, procedures and systems.
Knowledge of clinical office procedures
Knowledge of computer systems and applications
Skill in planning, organizing, delegating and supervising.
Skill in operating a variety of office equipment and computer programs
Ability to establish and maintain effective working relationships with staff and physicians.
Ability to communicate clearly and effectively
Ability to read interpret and apply polices and procedures