Manager, Patient Scheduling

University of Miami•Miami, FL

23h•Onsite

About The Position

The Department of Surgery is seeking a Full-Time Manager, Patient Scheduling to work onsite in Miami. This role involves managing subordinate staff to facilitate efficient scheduling and coordination of patient services. The incumbent oversees all staff members, ensuring proper utilization of designated Protected Health Information (PHI) systems and adherence to PHI “minimum necessary” compliance standards. Key responsibilities include managing daily operations of scheduling functions, collaborating with department leadership and hospital clinical departments/physicians to ensure policy adherence and monitor service delivery. The manager also oversees scheduling application systems, maintains QA processes including HIPAA compliance, and analyzes call center data. The position requires planning, organizing, directing, and evaluating operational activities, ensuring high performance, and implementing continuous improvement efforts for productivity and patient/customer satisfaction. The manager works with referral sources, oversees integrative projects for system upgrades and new locations, assists in budget development, and manages scheduling application setup. A critical aspect is establishing and assessing internal controls and ensuring staff training on University policies. Department-specific functions include coordinating surgical cases, educating patients on care plans, managing OR access, acting as a liaison for process improvement, discussing costs and insurance with patients, ensuring surgery packets are complete, assisting in recruitment and training, and maintaining productive relationships across specialties for multidisciplinary treatment.

Requirements

Bachelor’s degree in relevant field
Minimum 5 years of relevant experience
Ability to maintain effective interpersonal relationships.
Commitment to the University’s core values.
Ability to direct, manage, implement, and evaluate department operations.
Ability to establish department goals and objectives that support the strategic plan.
Ability to effectively plan, delegate and/or supervise the work of others.
Ability to lead, motivate, develop and train others.
Proficiency in computer software (i.e., Microsoft Office).

Responsibilities

Manages daily operations of department’s scheduling functions.
Works closely with department’s leadership to ensure scheduling policies and procedures are being followed for all locations.
Works closely with hospital clinical departments/physicians to monitor service delivery.
Oversees all scheduling application systems.
Maintains QA processes including HIPAA compliance.
Analyzes statistical call center data and service quality.
Works with scheduling Supervisors to resolve any issues.
Plans, organizes, directs and evaluates all operational activities of the respective department.
Ensures high levels of performance, achievement of goals and quality of results through subordinate Supervisors and staff.
Monitors, evaluates and implements continuous improvement efforts related to operational productivity and patient/customer satisfaction.
Works collaboratively with referral sources, both internal practices and external referral sources to ensure service needs are met.
Oversees all integrative projects in regard to system upgrades, new locations and modalities.
Assists in the development, implementation and maintenance of the annual operating budget, ensuring operations are managed within established guidelines.
Manages scheduling application setup, including creation and updating of modalities, assignment of modalities to scheduling locations, and assignment of pending and follow up workflow.
Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures.
Ensures employees are trained on controls within the function and on University policy and procedures.
Responsible for coordinating the flow of surgical cases of service line and clinical program.
Monitors, evaluates and implements continuous improvement efforts related to surgical scheduling productivity in conjunction with leadership.
Educates patients and their families on the care plan; provides details related to treatments, procedures, post-surgical and continuing care requirements.
Responsible for managing the flow of surgical cases for her assigned service line and clinical programs.
Liaison between Department leadership and team/faculty for process improvement and operational continuity.
Coordinating and ensuring adequate faculty OR access for our clinical programs.
Work closely with department leadership to ensure my team is following optimal practices and policies during the scheduling process.
Effectively coordinates OR access for complex combined surgical cases among multiple surgical divisions.
Contribute to OR access template changes/modifications requests, to best serve complex and/or combined multidisciplinary cases.
Monitors, evaluates and implements continuous improvement efforts related to surgical scheduling productivity.
Discuss cost of service, insurance coverage, and payment options with the patient.
Ensures surgery packets are completed correctly and delivered in a timely manner to UPAC, Cardiac and Anesthesia teams for surgical clearance.
Assist in talent recruitment process and training.
Serves as reference and support to surgical scheduling staff for her direct line of service and clinical programs.
Maintains a productive and functional relationship across all specialties relevant to the functions of her clinical programs and Division, ensuring multi-disciplinary surgical treatment is efficiently coordinated.
Acts in the capacity of team lead to junior surgical scheduling team.
Works closely with hospital clinical departments/physicians/ambulatory clinics to monitor service delivery.