Supervisor, Central Scheduling - Full Time, Days - 8am - 4pm - Morristown

Atlantic Health System•Morristown, NJ

7d•Onsite

About The Position

The AMG Central Scheduling Supervisor is responsible for overseeing the daily operations of the Contact Center Scheduling team to ensure efficient, accurate and patient centered scheduling services. Provides leadership, guidance and support to the team lead, trainers and scheduler team members, ensuring adherence to AMG standards, performance goals and customer service excellence. Contact Center experience highly preferred. This is a full time 5x a week onsite position for at least one year - in Morristown, NJ Monitors contact center activity, manages staff schedules, conducts quality audits and implements process improvements to optimize access and scheduling for our patient population. Collaborates with ancillary clinical, administrative, technical and administrative teams to resolve scheduling challenges, streamline workflows and support strategic initiatives. Fosters a positive team culture focused on continuous learning, accountability and delivery excellent patient service.

Requirements

Associate degree or equivalent in certification OR 3-5 years prior experience of Scheduling and/or Contact Center workflows will be considered in lieu of Associate degree
Computer proficiency
35 wpm required typing speed.
Excellent customer service skills appropriate to the job, including experience coordinating with external departments on cross-departmental workflows.
Understands basics of healthcare billing processes, patient registration and scheduling functions.
Must have clear and concise oral and written communication skills.
Strong communicators and problem-solver
Pre-existing insurance knowledge (i.e., Medicare, Medicaid and Commercial payor requirements)
Experience within registration, scheduling, insurance verification, or pre-certification/authorization
Experience Supervising teams, with emphasize on supervisory experience in Patient Access

Nice To Haves

Applicable experience as a Centralize Scheduling, Patient Access or Authorization Specialist Representative.
Experience in Contact Center Healthcare operations
Experience with contact center phone systems
All legally/reasonably expected certifications needed

Responsibilities

Supervise staff on day-to-day assignments and completion of all expected work including: Supervising daily operations, ensuring timely and accurate handling of calls, scheduling requests and inquiries.
Developing and maintaining team schedules to ensure adequate coverage during peak hours and high-demand periods.
Provides direct supervision, coaching, and performance feedback to team.
Conducting quality call audits and monthly team evaluations to ensure compliance with policies and service standards.
Assisting with training and onboarding of new staff and ongoing skill development for existing staff.
Ensuring we meet Contact Center KPIs and POS cash collection goals.
Builds trust and motivates staff in efforts to maintain a high performing team capable of setting priorities and making sound judgments.
Generating performance metrics reports inclusive of operational KPIs, team member productivity and quality measures.
Escalation and troubleshooting to support operations
Completes interviews and hiring, as required, to ensure team is fully staffed.
Cross coverage of all departmental assignments and assisting with projects as required
Trouble shoot level 1 phone system and Nice Cxone issues
Performs other related duties as assigned