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Client Scheduling Supervisor
2 months ago
We are seeking a proactive and personable individual dedicated to delivering outstanding performance and exceptional customer service. The ideal candidate will possess experience in team leadership, enjoy resolving challenges, and have a background in medical scheduling.
ROLE OF THE SCHEDULING MANAGER
The Scheduling Manager plays a crucial role in enhancing client loyalty through high-quality interactions, both over the phone and in person. This position involves collaboration with other managers to implement best practices for customer experience and oversee the daily operations of the scheduling team.
KEY RESPONSIBILITIES include, but are not limited to:
- Serve as the primary contact for all matters related to client scheduling.
- Collaborate closely with department heads to ensure an exceptional client scheduling experience.
- Lead the scheduling team by developing and executing strategies that support daily operations.
- Manage Physical Therapy Schedulers, including conducting performance reviews and leading regular team meetings.
- Recruit and develop talent within the scheduling team, ensuring effective performance management and goal setting.
- Work with administrative staff to continuously improve the client scheduling experience, ensuring customer expectations are consistently met.
- Ensure accountability for client satisfaction.
- Collaborate with Clinic Directors to optimize clinic treatment schedules.
- Maintain effective communication with staff and the public through appropriate channels.
- Uphold the standards of confidentiality in accordance with HIPAA regulations.
- Provide ongoing training for the Scheduling and Finance team.
- Adjust and maintain the electronic medical record (EMR) treatment schedule as necessary.
- Ensure adequate staffing of Physical Therapy Schedulers during operational hours.
- Perform additional duties as assigned by management.
CLIENT EXPERIENCE ENHANCEMENT
- Establish a robust organizational structure within client scheduling services to exceed customer service expectations.
- Support clients' physical and emotional well-being through effective communication and interaction.
- Address client concerns regarding care in collaboration with the scheduling team.
- Train Physical Therapy Schedulers to monitor clients and maintain a safe environment.
CONTINUOUS IMPROVEMENT INITIATIVES
- Evaluate existing scheduling service technologies to identify opportunities for enhancement.
- Introduce innovative customer engagement functionalities to improve the overall experience.
- Outline the service journey to achieve the vision for client experience, including key benchmarks.
- Develop strategies to expand the reach and quality of customer engagement.
SKILL REQUIREMENTS:
- Strong organizational and time management abilities.
- Analytical thinking and reasoning skills.
- Self-motivated and goal-oriented with a proven track record.
- Excellent interpersonal and communication skills.
- Ability to lead by example and foster an engaging work environment.
- Attention to detail and ability to manage multiple projects effectively.
- Strong decision-making capabilities.
- Motivated self-starter with professional goals.
EDUCATION AND EXPERIENCE:
- Bachelor's degree preferred.
- Minimum of 2 years of experience in sales or customer service.
- Management experience is a plus.
- Proficiency in Google Suite, particularly Sheets, Docs, and Slides.
- Continuous education in customer experience management best practices.
- Proven experience in operational excellence.
- Ability to drive change management and collaborate with teams.
- Strong analytical skills to evaluate customer experience across various channels.
Precision Physical Therapy & Fitness is committed to equal employment opportunities and does not discriminate based on race, religion, color, sex, age, national origin, disability, veteran status, or any other protected status.
