Supervisor of Scheduling / Ambulatory Scheduling

Children's Careers•Omaha, NE

2d•Onsite

About The Position

At Children’s, the region’s only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring team—and join us in providing brighter, healthier tomorrows for the children we serve. Children's is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities. A Brief Overview The Supervisor Scheduling is a key leadership role responsible for overseeing the Welcome Specialists and Appointment Specialists teams. This working supervisor role ensures the delivery of exceptional patient service, efficient operations, and staff accountability. In addition to performing standard leadership duties such as coaching, on-the-job training, and people/performance management, the supervisor actively supports the team by covering roles as needed.

Requirements

High school diploma or equivalent Required
Minimum of 1 year of experience in scheduling, front desk operations, or customer service within a healthcare setting, or equivalent leadership experience required.
Proficiency in electronic health record (EHR) systems and scheduling platforms
Proven ability to lead, mentor, and manage a team in a fast-paced healthcare environment.
Strong leadership and team management abilities, with the capacity to inspire and motivate staff.
Excellent communication and interpersonal skills, with a patient-centered approach.
Excellent organizational and time-management abilities to handle multiple priorities effectively.
Excellent problem-solving and decision-making skills to address challenges in a dynamic environment.
High level of professionalism, confidentiality, and accountability.
Technical proficiency to assist staff and troubleshoot issues with digital tools and systems
Full-time role with variable shifts, including evenings, weekends, and holidays, as necessary
On-call responsibilities to support team and departmental needs.
Primarily on-site in patient-facing and administrative areas.

Nice To Haves

Bachelor’s degree in healthcare administration, business, or a related field Preferred
1 year of supervisory or team lead experience Preferred

Responsibilities

Leadership and Team Management • Supervise and mentor the Welcome Specialist and Appointment Specialist teams, ensuring they have the resources and support to excel in their roles.
Oversee staffing schedules, timecards, and attendance records to ensure adequate coverage across shifts.
Provide regular coaching, feedback, and performance evaluations for training team to promote professional growth and high performance.
Implement corrective actions or improvement plans when necessary to maintain high performance and engagement.
Foster a collaborative and supportive work environment, encouraging teamwork and continuous improvement.
Operational Excellence • Develop, implement, and maintain standardized policies, procedures, and workflows for the accurate completion of front desk and scheduling processes.
Continuously assess and improve the front desk and scheduling processes ensuring efficiency and accuracy across all service areas.
Collaborate with various department leaders to implement process improvements and new initiatives.
Monitor team performance to meet key performance indicators (KPIs), including customer service standards, scheduling accuracy, and operational efficiency.
Ensure compliance with hospital policies, procedures, and HIPAA regulations in all training activities.
Training, Development, and Support • Coordinate onboarding and training for new hires, ensuring they are well-prepared for their roles.
Serve as an on-the-job trainer for direct reports, offering hands-on guidance and support during real-time operations.
Support and execute ongoing communications to keep the team updated on system changes, policies, and best practices.
Act as a mentor and resource for team members, providing guidance on technical or procedural challenges.
Prioritize daily work activities and coordinate team efforts to meet deadlines, ensuring efficient resource allocation and staff assignments.
Provide direct support to the team during peak times or staffing shortages, acting as a hands-on working supervisor.
Act as the primary escalation point for complex patient concerns or issues, ensuring prompt resolution.
On-Call Responsibilities • Be available for on-call support, ensuring that coverage is maintained, and urgent needs are addressed.
Customer Service Excellence • Promote and uphold the organization’s customer service standards, ensuring a welcoming and supportive environment for patients and families.
Address and resolve patient concerns regarding scheduling, registration, and service availability.
Reporting and Communication • Act as a liaison between Scheduling and other clinical and administrative departments to support organizational goals.
Participate in interdisciplinary meetings to align priorities and improve processes.
Maintain clear and consistent communication with team members, providing updates on department priorities and goals.
Drive continuous improvements for front desk and scheduling processes and overall team performance.
Generate reports on team performance, patient volumes, and other relevant metrics for department leadership.
Regular attendance at work is an essential function of the job.
Perform physical requirements as described in the Physical Requirements section