Manager Central Scheduling

6 days ago

New Lenox, United States Silver Cross Hospital Full time

Position Summary:

Dynamic and organized individual who leads Silver Cross Hospital's central scheduling operation which coordinates patient appointments for diagnostic imaging, cardiology, lab, and other outpatient services. In this role, you will be responsible for ensuring seamless scheduling operations, optimizing appointment slots, and delivering exceptional customer service to our patients. You will work closely with our clinical departments and registration leadership to improve patient access, streamline workflows, and enhance both our employee and patient experience.


Essential Duties and Responsibilities:

Drives departmental goals and key performance indicators established by department leadership.

  • Conducts themselves in a professional manner and holds themselves and staff members accountable for the department’s operational performance.
  • Owns a professional collaborative relationship with the defined support departments (Imaging, Women’s Health, Medical Group, etc.).
  • Works closely and professionally with hospital, physician and administrative staff, nursing, and ancillary departments in an effort to maintain a teamwork approach.
  • Manages and maintains the productivity of call agents focusing on maintaining and/or exceeding certain contact call performance targets, metrics, KPIs, etc.
  • Empowers department supervisors to drive accountability and performance across the leads and agents.
  • Reviews telephony and scheduling reports to identify potential call response stress points and recommends solutions.
  • Completes monthly reports as assigned for productivity, quality assurance, and call volume purposes and reviews with department leadership.
  • Conducts daily, weekly, and monthly staff meetings in collaboration with department and hospital management/leadership.
  • Interviews, hires, evaluates, and counsels department personnel.
  • Manages the new agent onboarding and training programs.
  • Prepares payroll and completes monthly work schedules as needed to ensure adequate staffing levels.
  • Performs mandated employee evaluations in timely fashion and as defined by the organization.
  • Reviews and audits escalated patient calls from department supervisors.
  • Owns IT relationship by approving and submitting all service ticket requests.
  • Actively seeks ways to control costs without compromising performance.
  • Works closely with fellow department supervisors and leads to ensure all procedures regarding patient accounts are completed in a thorough and timely manner.
  • Ensures compliance with all regulatory requirements as identified by OIG, TJC, CMS, and the like.
  • Complies and ensures all departmental policies and procedures are defined, maintained, distributed, and enforced accordingly.
  • Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to customer service standards.
  • Maintains current knowledge of all compliance issues, such as HIPAA.
  • Performs all other duties as needed or directed to meet the needs of the department.


Required Qualifications:

Education and Training:

  • Associates and/or bachelor’s degree in health care or related field.
  • Progressive leadership experience.
  • Proficient problem solving and decision-making skills, with ability to confront and resolve issues.
  • Telephony – functional understanding of call and reporting system, workforce management staffing and scheduling software, QA recordings, etc.
  • Organization - proactively prioritizes needs and effectively manages resources.
  • Communication Skills – ability to interact effectively with agents, patients, and clinical staff.
  • Customer Orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations.
  • Tactical Execution - oversees the development, deployment and direction of complex programs and processes.
  • Policies & Procedures - articulates knowledge and understanding of organizational policies, procedures, and systems.
  • Functional understanding of appointment scheduling, EMR systems.
  • PC Skills - demonstrates proficiency in Microsoft Office applications and others as required.
  • Leadership - guides individuals and groups toward desired outcomes, setting high performance standards and delivering leading quality services.
  • Financial Management - applies tools and processes to successfully manage to budget.

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