Patient Scheduling Supervisor
3 weeks ago
Job Summary
Kelly Science & Clinical is seeking a highly skilled Patient Scheduling Supervisor to join our team. As a key member of our operations team, you will be responsible for managing the day-to-day activities of the Patient Scheduling team, ensuring timely execution of scheduling-related tasks and supporting the production planning and logistics of patients' treatments.
Key Responsibilities
- Supervise the Patient Scheduling team, ensuring timely execution of scheduling-related activities and providing guidance on complex scheduling processes.
- Make informed decisions to lead critical issues, develop and execute patient treatment activities, and ensure timelines and customer commitments are met.
- Facilitate effective working relationships with internal and external customers, identifying and resolving issues and customer complaints.
- Communicate key responsibilities and procedures to ensure the team promotes a successful attitude and teamwork to achieve business objectives and goals.
- Coordinate with department leaders to ensure cross-functional efficiency and process improvement.
- Monitor daily phone reporting answer rates and regularly listen to calls to ensure quality expectations are met.
- Review daily Salesforce cases to ensure turnaround time expectations are met and exceeding customer commitments; conduct regular case audits and develop an action plan to address issues identified.
- Communicate and reinforce Patient Scheduling's overall program goals and objectives to team members.
- Lead Patient Scheduling departmental new hire training.
- Trained to successfully back up all positions within Patient Scheduling and respond to requests if team member(s) is unavailable/out of the office.
- Conduct regular check-in meetings with Patient Scheduling team members individually.
- Provide coaching, direction, and leadership support to team members to achieve personal and professional results.
- Consistently identify operational and system efficiencies for process improvement and facilitate progress.
- Track, trend, and report on metrics for key business performance indicators.
Requirements
- Bachelor's degree or equivalent.
- Typically requires a minimum of 3-5 years experience in Customer Order Management or Scheduling in a high-volume environment.
- 2 years of supervisory experience preferred.
- cGMP/FDA-regulated industry experience preferred.
- Demonstrate initiative and willingness to work with a sense of urgency.
- Ability to balance competing priorities and delegate effectively.
- Ability to work in multiple systems with strong attention to detail.
- Proven ability to coach, motivate, and engage a team to produce the best results possible.
- Able to communicate knowledge and ideas, concisely, and effectively; communicates well across all levels of the organization to facilitate progress.
- Strong organizational, analytical, and problem-solving skills.
- Excellent written and verbal communication skills.
- Proficient in MS Office applications and some exposure to ERP systems.
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