Patient Appointment Scheduling Supervisor
About The Position
Join a leading musculoskeletal care network through our partnership with United Musculoskeletal Partners (UMP), supporting Panorama Orthopedics & Spine Center, a premier orthopedic practice known for its commitment to clinical excellence and patient outcomes. Why UMP? UMP is a physician-led organization focused on transforming musculoskeletal care through innovation, collaboration, and operational support. This role allows you to be part of that mission—delivering high-quality spine care in a thriving clinical environment. About Panorama Orthopedics & Spine Center Panorama is recognized for its advanced treatment options, multidisciplinary approach, and dedication to improving patients’ quality of life. As part of this team, you’ll work alongside top spine specialists in a supportive and forward-thinking practice. Help us bring exceptional orthopedic care to the communities of Denver—where your expertise can truly make a difference. The Patient Appointment Scheduling Supervisor supports day-to-day call center and scheduling operations by providing hands-on leadership, coaching, and guidance to a team of agents responsible for patient appointment scheduling, registration, and inquiry resolution. This role balances direct workflow support with light operational oversight, ensuring quality service, schedule accuracy, and efficient patient access. The Supervisor partners with internal teams, assists with performance monitoring, and helps implement process improvements to support department goals.
Requirements
- Knowledge of EHR and PM Systems
- Minimum of 5 years’ experience in contact center industry with medical/scheduling
- At least 3 years of experience in an operations lead role overseeing front-line employees.
- Experience in stakeholder management and employee development/coaching.
- Experience dealing with escalated issues in a contact center capacity.
- The ability to successfully work across cross-functional teams.
- A positive work ethic and commitment to achieve the best possible outcomes.
- The passion to be a role model exemplifies our cultural values.
- Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner.
- Excellent communication skills; listening, verbal and written.
- Ability to assess the “big picture” and draw connections between inputs and outputs.
- Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations.
- Ability to use spreadsheet applications to maintain and develop operational and financial data reporting.
Nice To Haves
- Bachelor’s degree (Business or Healthcare related)
Responsibilities
- Oversee daily call center activities, ensuring adequate queue coverage, timely patient scheduling, and adherence to workflows.
- Assist with complex patient scheduling issues and serve as an escalation point for staff.
- Maintain and update scheduling tools, preference lists, insurance requirements, and procedure/test workflows.
- Monitor call and scheduling accuracy and support correction of errors when needed.
- Collaborate with Workforce Management/Operations Support on staffing needs and schedule adjustments.
- Provide daily support to team members, including coaching, mentoring, and real-time feedback.
- Assist in new hire training and ongoing skill development.
- Promote employee engagement and help recognize performance achievements.
- Support supervisors/managers in informal performance discussions and improvement plans.
- Monitor basic operational metrics (e.g., call volume, service levels, schedule accuracy).
- Identify patterns impacting patient access or efficiency and escalate findings appropriately.
- Assist in developing simple reports or summaries for leadership review.
- Recommend workflow or communication improvements that enhance service quality.
- Respond to patient or provider escalations promptly and professionally.
- Support staff in resolving complex scheduling or registration issues.
- Ensure compliance with department protocols and patient safety guidelines.
- Work closely with departments such as HR, IT, and clinical operations to troubleshoot issues.
- Participate in workgroups and meetings to share operational insights and help implement process updates.
Benefits
- Healthcare Options: PPO, HDHP, and Surest plans with a $100/month tobacco-free discount
- Dental & Vision Insurance
- 401(k) with Annual Employer Contributions
- Additional Coverage: HSA/FSA, short- and long-term disability, life and AD&D, legal assistance, and more
- Employee Assistance Program (EAP): Employer-paid support for life’s challenges
- Generous Paid Time Off:
- Up to 4 weeks of PTO starting out. (Increases with tenure)
- 7 paid holidays + 2 floating holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
