Supervisor Scheduling/Telecommunications - Pediatrics Central Administration

Washington University in St. Louis

6d • Onsite

About The Position

This role is responsible for supervising staff, ensuring timely and accurate appointment scheduling, and delivering high-quality patient service across multiple divisions. Key duties include overseeing daily workflows, monitoring performance metrics, supporting Epic scheduling processes, and implementing improvements to enhance patient access and communication. The ideal candidate is a collaborative leader with experience in healthcare operations, call center management, and a commitment to service excellence.

Requirements

• High school diploma or equivalent high school certification or combination of education and/or experience.
• Computerized Appointment Scheduling (2 Years)
• Managerial (1 Year)

Responsibilities

• Efficiently manages high-volume inbound calls from patients seeking appointments, rescheduling, or general inquiries.
• Ensures accurate appointment booking in accordance with departmental guidelines and provides exceptional customer service to optimize the patient experience.
• Regularly reviews scheduling workflows to identify opportunities for improvement.
• Updates the scheduling manual and related protocols to alignwith current best practices, system changes, or departmental policies.
• Distributes updates to ensure staff remain informed and compliant.
• Analyzes call center metrics such as call volume, wait time, abandonment rates, and agent performance.
• Identifies trends and areas for improvement, using data to make informed decisions around staffing and workflow optimization.
• Leads a team of scheduling staff by managing work schedules, time-off requests, and coverage needs.
• Provides coaching and guidance on performance expectations, addresses personnel issues in collaboration with HR, and supports team development through training and mentorship.
• Participates in strategic planning to meet access goals and support departmental growth.

Benefits

• Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Take advantage of our free Metro transit U-Pass for eligible employees.
• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.
• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees