Manager, Patient Scheduling Center

Valley Children’s Healthcare•Plaza, ND

6d•$40 - $58•Onsite

About The Position

The Patient Scheduling Center (PSC) is designed to streamline the scheduling process and reduce wait times for patients. The goal of the PSC is to make the right appointment, at the right time with the right provider. A centralized scheduling department/call center helps ensure that patients receive timely access to the care they need. The PSC provides a single point of contact for outpatient services including primary care and specialty practices, therapies, and ancillary services. The department is often the first introduction for patients and families needing an appointment at Valley Children’s. The PSC deals solely with referrals and requests for patient appointments coming to the PSC by paper, electronic referrals, or phone calls. The PSC offers a one-call solution dedicated to referring providers and their staff to assist with the status of their patient's referral. The department is staffed with trained professionals who are knowledgeable about the hospital’s services and can help patients schedule appointments that meet their needs. This position plans, coordinates, and manages all activities of the Patient Scheduling Center department in order to achieve quality customer service, data collection, and financial objectives. Accountable for the effective and efficient daily operations of the department's management of outpatient referrals, scheduling of outpatient visits at multiple locations throughout the organization and scheduling at primary care locations. Provides departmental leadership for staff and is responsible for recruitment, retention, training, budgeting to include managing hours worked by volume, customer service, prioritizes accountabilities, maintaining relationships with other key departments. Closely monitors staff productivity and staff's department accordingly. Works collaboratively with the Director, Patient Access to maintain open communications intra-departmentally and to support the department and hospital's goals, policies, and procedures. Effectively manages relationships with outpatient departments and works in cooperation with them to meet shared goals. Ensures a team focus on customer service by providing training and setting expectations.

Requirements

College Degree - 4 year (required) Or Equivalent Experience In lieu of degree (required)
Minimum five (5) years Progressively responsible experience in patient access and in complex organizations with large departments responsible for authorization coordination (required)
Qualified candidate must be customer service focused
Possess excellent written and verbal communication skills
Strong leadership, relationship building and interpersonal skills
Ability to work effectively with a variety of groups and interests across organizational levels

Nice To Haves

Minimum ten (10) years Experience that demonstrates a mastery of the job content through success in this role in multiple organizations (preferred)

Responsibilities

Plans, coordinates, and manages all activities of the Patient Scheduling Center department.
Achieves quality customer service, data collection, and financial objectives.
Ensures effective and efficient daily operations of the department's management of outpatient referrals.
Schedules outpatient visits at multiple locations throughout the organization and at primary care locations.
Provides departmental leadership for staff.
Responsible for recruitment, retention, and training of staff.
Manages departmental budget, including managing hours worked by volume.
Oversees customer service and prioritizes accountabilities.
Maintains relationships with other key departments.
Monitors staff productivity and adjusts staffing accordingly.
Works collaboratively with the Director, Patient Access to maintain open communications and support departmental and hospital goals.
Manages relationships with outpatient departments and cooperates to meet shared goals.
Ensures a team focus on customer service by providing training and setting expectations.