Scheduling Manager

COMMUNITY DENTAL CARE•Maplewood, MN

5d•$25 - $30•Onsite

About The Position

Join our team as an experienced and motivated Call Center Manager to lead the daily operations of our Call Center Scheduling team. In this role, you will ensure that patient inquiries are handled efficiently, accurately, and with exceptional customer service while maintaining compliance with clinic policies and standards. The Call Center Manager is responsible for overseeing team performance, monitoring key operational metrics, and fostering a positive, patient-focused work environment. This position also plays a critical role in hiring, training, coaching, and developing scheduling Coordinators to ensure they have the knowledge and skills to provide outstanding service. If you are a strong leader with a passion for customer service, team development, and operational excellence, we encourage you to apply and become part of our dedicated healthcare team. Community Dental Care is Minnesota's largest provider of comprehensive dental care for people of all ages on public programs. We operate five clinics across the state, including the Twin Cities, Rochester and Buffalo.

Requirements

Minimum of two years of experience in a dental practice
Minimum of two years of supervisory or managerial experience
Proficiency in a second language preferred
Experience working with culturally diverse, limited-English, or non-English-speaking patients preferred
Knowledge of current OSHA regulations

Responsibilities

Oversee a team of Scheduling Coordinators who greet and check in patients and manage incoming patient calls. Also manages Treatment Coordinators, who are responsible for providing treatment quotes and collecting payments.
Monitors the phone system dashboard to assess call answer performance and ensure the team remains responsive and accessible to patients.
Lead, train, coach, and mentor Scheduling Coordinators to ensure confidence, consistency, and professional growth
Oversee day-to-day front desk operations, setting clear expectations and modeling excellent customer service
Foster a collaborative, respectful, and positive team environment
Conduct and administer employee bi-annual performance statuses for Scheduling and Treatment Coordinators
Serve as a supportive resource for employees during challenging or high-volume situations
Act as the primary point of contact for resolving patient scheduling concerns with professionalism, empathy, and timeliness
Address provider scheduling concerns and collaborate on solutions that support quality care delivery
Inform patients of clinic policies, procedures, and expectations in a clear and respectful manner
Manage and maintain daily, weekly, and monthly schedules in alignment with clinic scheduling protocols
Monitor clinic flow throughout the day, proactively adjusting schedules to ensure efficiency and flexibility
Ensure open appointment times are available for emergencies and urgent needs
Maximize provider time by accurately utilizing an updated Provider matrix for scheduling
Reschedule late arrivals in a patient-centered, solution-focused manner
Verify lab case readiness prior to treatment appointments
Serve as backup to the Treatment Coordinator as needed
Schedule patient appointments accurately in the electronic health record (EHR) and patient charts
Greet patients warmly, update demographic and insurance information, and take patient photos as needed
Communicate patient arrivals in the EHR and alert clinical staff promptly
Register new patients and ensure completion of required documentation
Keep patients informed of wait times and scheduling delays with transparency and courtesy
Maintain a clean, welcoming, and organized front desk environment and lobby
Ensure compliance with all safety, health, and regulatory requirements
Copy, scan, and upload documents and X-rays into patient records
Request and process patient record transfers
Maintain accurate documentation of patient interactions and concerns in communication logs
Sanitize and stock the front desk area