Scheduling Supervisor

Elite Sports Medicine•Nashville, TN

1d•Onsite

About The Position

The Scheduling Supervisor will support the Director of Administration by leading, developing, and supervising high-performing teams within the Scheduling Department. This position is responsible for overseeing the Scheduling Team, including Workers’ Compensation scheduling, as well as the Operator Team. The ideal candidate is a strong leader with excellent communication and organizational skills who enjoys coaching others, improving processes, and helping teams achieve measurable results.

Requirements

At least 3 years’ experience in medical practice, hospital or other medically based company preferably supervising other team members
Excellent written and verbal skills
Ability to handle difficult people and situations
Delegation, prioritization and organizational skills
Numerical and computation skills for reporting
Fundamental understanding of orthopedic medical practice
Command of relevant HIPAA and OSHA laws as they affect areas of supervision
Critical software knowledge (Greenway, MS Office Suite)
Goal orientated
Problem solving and process development
Professional appearance and demeanor

Nice To Haves

Four year college degree preferred

Responsibilities

Manage the daily performance, productivity, and processes of the Scheduling and Operator Teams.
Participate in hiring, onboarding, training, mentoring, and developing team members.
Provide ongoing coaching and performance feedback to promote individual and team success.
Complete annual performance reviews and quarterly conversations in a timely manner.
Maintain and update the Scheduling Specialist and Operator Playbooks.
Establish, monitor, and help achieve departmental Key Performance Indicators (KPIs).
Conduct regular audits of Scheduling Specialists and recorded calls, providing feedback and coaching as needed.
Monitor call accuracy, scheduling quality, error rates, and other performance metrics.
Develop and maintain departmental reports and dashboards.
Conduct regular team meetings, huddles, and one-on-one conversations.
Participate in setting and achieving quarterly and annual team and individual goals.
Provide coverage in scheduling and operator queues as needed.
Partner with the Director of Administration on projects and initiatives that support departmental and organizational success.
Perform other duties and special projects as assigned.
Compile and communicate weekly performance metrics, including: Number of appointments scheduled, Calls answered, Call abandonment rate, Scheduling and documentation error rates.
Review the Daily Schedule Report and communicate schedule corrections and audit findings to the appropriate team members.
Review the Work Group Summary Report daily to ensure appropriate staffing coverage for the Scheduling Queue.
Review the Operator Work Group Summary Report daily to ensure appropriate Operator staffing levels.
Monitor Brightmetrics On-Demand Reporting for Scheduling Specialists and Operators.
Identify trends, opportunities for improvement, and staffing needs based on departmental reporting and performance data.