Patient Scheduling Supervisor

The University of Kansas Health System•Westwood, KS

About The Position

The Patient Scheduling Supervisor leads a team of scheduling staff serving multiple outpatient clinical specialties. The supervisor oversees daily team operations, including hiring, training, staffing, workflow, and performance, and may also supervise health information management and registration staff depending on department structure. The role provides coaching and operational leadership, supports staffing needs, models excellent customer service, and works with clinic and department leaders to improve communication and complex clinical operations. The supervisor maintains expert knowledge of scheduling, registration, pre-certification, insurance and billing basics, order entry, and scanning. The position coordinates patient appointments and related services, supports patient flow and service recovery, ensures compliance and accurate medical records, and serves as a resource for systems use, staff training, and process improvement. The supervisor also manages projects, participates in meetings and committees, and pursues professional development.

Requirements

High school diploma or GED.
An associate degree or four years of progressively responsible, directly related work experience in a healthcare setting or contact/call center environment, with prior lead or supervisory experience; alternatively, two years of combined experience in UKHS patient scheduling roles.
At least one year of supervisory, team leader, or senior specialist experience.

Nice To Haves

Prior experience in an academic or high-volume, high-acuity facility.

Responsibilities

Maintain expert knowledge of scheduling guidelines, patient registration, pre-certification requirements, basic health insurance and billing procedures, order entry, and scanning capabilities.
Supervise patient scheduling workflow and determine whether patients’ conditions are clinically appropriate for procedures.
Serve as a liaison among physicians, hospital clinics, nursing personnel, residents, and others to optimize scheduling and care.
Lead complaint control, investigate scheduling defects and patient complaints, identify root causes, provide service recovery, and communicate findings and recommendations to the Manager.
Ensure appropriate staffing, oversee personnel evaluations, recruit and orient staff, and support daily staffing needs.
Maintain organized patient scheduling and coordinate examinations efficiently to minimize patients’ time in the hospital.
Accurately schedule, reschedule, and cancel clinic appointments, treatments, surgeries, procedures, and ancillary services, including in-person and telehealth appointments.
Use IQueue infusion software to verify coordinating block availability when scheduling infusion treatment visits.
Coach and train team members on workflows and serve as an operational resource.
Ensure staff treat patients promptly and courteously, communicate appointment delays, and provide appropriate referral information.
Ensure compliance with regulations and performance standards for quality care, and support organizational goals through effective use of information technology.
Monitor patient satisfaction data and collaborate with interdisciplinary leaders to improve throughput and patient experience.
Escalate operational issues appropriately and collaborate with the Manager on process improvement initiatives.
Handle escalated calls, including calls from upset patients and callers requesting a supervisor or manager.
Ensure medical records are complete, accurate, secure, and readily available; ensure medical dictation is transcribed promptly and accurately and documents are filed in patient charts on time.
Ensure equipment such as wallboards, copy machines, phones, and workstations is functioning, or escalate issues for resolution.
Provide ongoing training using approved materials and hands-on exercises; assist the training team in developing and reviewing clinic-specific training, new-hire and annual competencies, and workflow content.
Provide systems consulting, systems analysis, and leadership related to computing systems; apply application knowledge to support effective use, refinements, and evaluation of new system solutions with senior analysts.
Support management projects and process improvements, manage project phases, and be accountable for project success and benefits realization.
Attend required meetings, participate in committees as requested, and engage in professional development to stay current on healthcare trends and practices.
Meet the competencies for the role before becoming eligible for advancement to the next scheduling role, and perform the professional, clinical, or technical competencies of the assigned unit or department.