Scheduling Manager

4 weeks ago

Santa Cruz, United States Precision Physical Therapy & Fitness Full time $24 - $30
Job DescriptionJob Description

We are looking for a confident, outgoing and friendly person who is focused on exceptional performance and customer service. The ideal candidate would have experience leading a team, enjoys problem solving and has medical scheduling experience. Apply today to work in our dynamic and fast paced environment with opportunity for department development.


SCHEDULING MANAGER

The Scheduling Manager fosters client loyalty through high-quality interactions with clients over the phone and in person, collaborating with other managers regarding the implementation of customer experience best practices, and daily management of the scheduling team.


ESSENTIAL JOB FUNCTIONS include (not intended as a comprehensive list):


  • Act as the primary point of contact for matters relating to Precision’s client scheduling experience

  • Work hand-in-hand with each department and facility lead to ensure that the client scheduling experience Precision provides is exceptional

  • Serve as client scheduling thought leader by creating and executing team strategy to support client daily operations from the scheduling team

  • Manage all Physical Therapy Schedulers including issuing annual performance reviews, leading regular team meetings, monthly 1:1 meetings, and compensation review

  • Develop the schedule team through the recruitment of talent, skill development with the existing organization and enforcement of an effective performance management and goal setting process

  • Work with the administrative team on continuous improvement of client scheduling experience ensuring customer expectations are consistently met or exceeded

  • Demonstrate accountability for client satisfaction

  • Work with the Clinic Directors and support administrators to ensure fullness (optimal capacity) of clinic treatment schedule

  • Use e-mail and intra-office communication systems for appropriate communication with staff and public

  • Understand, contribute to and oversee adherence to the contents of the employee handbook, particularly the Physical Therapy Scheduler sections

  • Adherent to the standards of the Privacy Act of 1974 as amended; maintains and enforces all aspects of confidentiality of client information according to HIPPA

  • Be available to meet with Physical Therapy Schedulers as requested to discuss needs, feedback and goal progression

  • Direct and complete ongoing training of the Scheduling and Finance team

  • Create, adjust and maintain the practice EMR treatment schedule to meet requirements of therapist and client availability when necessary

  • Maintain adequate staffing of Physical Therapy Schedulers during open hours

  • Other duties as assigned by Practice Manager, Owners, or Clinic Directors


CLIENT EXPERIENCE

  • Build an outstanding organizational structure within client scheduling services to meet and exceed customer service expectations

  • Support and enhance the clients’ physical and emotional stability through over the phone and in person interaction; explain appropriate procedures to clients, family and significant others as needed and authorized by the client

  • Communicate with clients regarding problems or concerns they may have regarding care as needed in support of the Physical Therapy Scheduler team

  • Lead and train Physical Therapy Schedulers so they are able to monitor clients, activities and work environment in order to help create a safe and therapeutic environment for clients and employees; follow established safety practices; follows safety protocols, and calls for assistance as required


CONTINUOUS IMPROVEMENT ACROSS FUNCTION

  • In collaboration with the leadership team, evaluate the existing client scheduling service technology stack to better understand the opportunities and risks

  • Introduce relevant and value-add customer engagement functionality and leverage appropriate emerging innovations as part of the overall customer experience

  • Assist in outlining “the service journey” to achieve the client experience vision, including key benchmarks and measures of success

  • Develop leading-edge strategies to expand our reach, impact, and quality of customer engagement, specifically how clients engage with scheduling at the organization

Skill Requirements:

  • Excellent organizational and time management skills

  • Reasoning abilities and analytical thinking

  • Self-motivated and goal oriented with a proven track record

  • A "team player" attitude is expected

  • Good interpersonal, communication and presentation skills

  • Ability to lead by example and a passion for making their team's work experience as fun and engaging as possible

  • Execution of results with the proper quality of work and on-time attendance

  • Strong attention to detail in order to complete quality work products

  • Manage multiple projects and details in an effective manner consistent with a high-quality product

  • Make timely decisions

  • Highly motivated, self-starter who has professional goals and the dedication necessary to achieve them


Education, Experience, Certification and Licenses:

  • Bachelor's degree preferred, but not required

  • 2+ years of experience in sales or customer service required

  • Some management experience preferred

  • Proficient Google Suite knowledge especially Google Sheets, Docs, and Slides

  • Continuous education credits in essential function areas of best practices in customer experience management

  • Proven experience implementing and adopting operational excellence best practices

  • Demonstrated ability to drive change management and work with teams

  • Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points


1 Essential functions, as defined under the Americans with Disabilities Act, may include any of the following tasks, knowledge, skills and other characteristics. The list that follows is not intended as a comprehensive list; it is intended to provide a representative summary of the major duties and responsibilities. Incumbent(s) may not be required to perform all duties listed, and may be required to perform additional, position-specific tasks.


Precision Physical Therapy & Fitness is an equal employment opportunity employer and does not discriminate against employees or job applicants on the basis of race, religion, color, sex, age, national origin, mental or physical disability, veteran or family status, or any other status or condition protected by applicable federal, state, or local laws, except where a bona fide occupational qualification applies. This policy extends to all aspects of the employment relationship, including, but not limited to, recruiting, interviewing, job assignments, training, compensation, benefits, discipline, use of facilities, participation in Precision Physical Therapy & Fitness‐sponsored activities, termination, and all other terms, conditions, and privileges of employment.

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