Scheduling Supervisor

PT Solutions Physical Therapy

93d

About The Position

The Scheduling Supervisor is responsible for directing, supervising and coordinating the Scheduling Coordinator staff and activities at PT Solutions designated Practice sites to ensure all appointment calls are handled in a timely courteous manner. This role manages daily operations of the call center, exudes a positive, helpful attitude to patients, personnel, and physicians, and administers clinic policies and procedures in a consistent and timely manner consistent with PT Solutions mission, vision, and values. The supervisor monitors phone queues throughout the day to ensure optimal coverage and supervises the Centralized Referral Coordinator Department. They are also responsible for training and mentoring new employees, managing General Call Center staff including hiring, timecards, reviews, and disciplinary actions, and ensuring appropriate staffing within the Call Center. The role involves coordinating with Human Resources and Call Center Managers for recruiting, hiring, orientating, training, evaluating, and disciplining staff as necessary. The supervisor enhances employee morale through activities that foster engagement, accountability, and teamwork, supports employee development and practice growth, and maintains confidentiality in all aspects of work. They are responsible for ensuring the highest level of customer service and cultural development, answering incoming calls from healthcare providers and patients, and monitoring call quality standards.

Requirements

• 1 year experience in call center/medical setting involved with in-bound calls, scheduling, and patient flow.
• Ability to understand and follow verbal and written instructions.
• Ability to communicate effectively both orally and in writing.
• Ability to accept responsibility and use initiative.
• Ability to work independently and prioritize tasks under pressure.
• Ability to communicate with patients and medical personnel.
• Ability to be flexible and learn new methods.
• Ability to perform basic math calculations.
• Knowledge of medical terminology.
• Skill in telephone procedure.
• Attention to detail.
• Skill in establishing and maintaining effective working relationships.

Nice To Haves

• Two years of college preferred.

Responsibilities

• Manage daily operations of the call center.
• Exude a positive, helpful attitude to patients, personnel, and physicians.
• Administer clinic policies and procedures consistently and timely.
• Monitor phone queues to ensure optimal coverage.
• Supervise the Centralized Referral Coordinator Department.
• Train and mentor new employees.
• Manage General Call Center staff including hiring, timecards, reviews, and disciplinary actions.
• Ensure appropriate staffing within the Call Center.
• Coordinate with Human Resources and Call Center Managers for recruiting and training.
• Enhance employee morale through engagement activities.
• Support employee development and practice growth.
• Attend required meetings and participate in committees.
• Maintain confidentiality in all aspects of work.
• Participate in professional development activities.
• Assist other employees to ensure no disruption in service.
• Ensure the highest level of customer service and cultural development.
• Answer incoming calls from healthcare providers and patients.
• Monitor and ensure call quality standards are met.

Benefits

• Industry-leading professional development opportunities.
• Ongoing evidence-based clinical education.
• Dedicated mentorship opportunities.
• APTA-accredited Orthopaedic Residency Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED