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 role 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 Supervisor coaches team members, supports staffing needs, partners with clinic leadership to maintain effective communication, and works with the Manager and department leaders to improve processes and performance across clinical operations. The Supervisor maintains expert knowledge of scheduling, registration, pre-certification, basic insurance and billing procedures, order entry, and scanning. The position coordinates patient appointments, treatments, surgeries, procedures, and ancillary services; supports patient experience and service recovery; ensures records and documentation are accurate and available; and helps maintain operational equipment. The role also provides workflow and systems guidance, supports training and projects, and participates in professional development and committees as requested.

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.
Ability to perform the professional, clinical, or technical competencies of the assigned unit or department.

Nice To Haves

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

Responsibilities

Oversee daily scheduling-team operations, staffing, workflow, and performance, including hiring, recruitment, orientation, and personnel evaluations.
Maintain expert knowledge of scheduling guidelines, registration, pre-certification, basic insurance and billing procedures, order entry, and scanning capabilities.
Supervise patient scheduling workflows and assess the clinical appropriateness of conditions for procedures.
Coordinate accurate scheduling, rescheduling, and cancellation of clinic appointments, treatments, surgeries, procedures, and ancillary services across appointment types, locations, providers, and specialties.
Use IQueue infusion software to verify infusion-treatment block availability as needed.
Serve as a liaison among physicians, hospital clinics, nursing personnel, residents, and others to optimize scheduling and care.
Coach and train staff on workflows, customer service, and clinic-specific procedures; support development and review of training materials and competencies.
Ensure patients are treated promptly and courteously, communicate appointment delays, and provide appropriate referral information.
Lead complaint control, handle escalated calls and patient concerns, investigate scheduling defects and complaints, identify root causes, and provide service recovery.
Monitor patient satisfaction and collaborate with interdisciplinary leaders to improve throughput and patient experience.
Ensure compliance with regulations and performance standards for quality care, and escalate operational issues appropriately.
Ensure medical records are complete, accurate, secure, and available; ensure dictation transcription and filing of documents are timely and accurate.
Ensure operational equipment, including wallboards, copy machines, phones, and workstations, is functioning or escalate issues for resolution.
Provide systems consulting, systems analysis, and leadership related to computing systems; support effective application use and collaborate on refinements and potential system solutions.
Support management with process improvements and projects; manage project phases and be accountable for project outcomes and benefits realization.
Attend required meetings, participate in committees as requested, and pursue professional development to stay current with healthcare trends and practices.
Meet the competencies for the role before advancement to the next scheduling role and perform the professional, clinical, or technical competencies of the assigned unit or department.