Manager, Patient Scheduling

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The Department of Surgery has an exciting opportunity for a Manager, Patient Scheduling manages subordinate staff to facilitate efficient scheduling and coordination of patient services. The incumbent oversees the management of all staff members, ensuring they are utilizing designated Protected Health Information (PHI) systems as necessary to perform their functions and adhering to PHI "minimum necessary" compliance standards at all times.

CORE JOB FUNCTIONS

• Manages daily operations of department's scheduling functions.

• Works closely with department's leadership to ensure scheduling policies and procedures are being followed for all locations.

• Works closely with hospital clinical departments/physicians to monitor service delivery.

• Oversees all scheduling application systems.

• Maintains QA processes including HIPAA compliance.

• Analyzes statistical call center data and service quality. 

• Works with scheduling Supervisors to resolve any issues.

• Plans, organizes, directs and evaluates all operational activities of the respective department.

• Ensures high levels of performance, achievement of goals and quality of results through subordinate Supervisors and staff.

• Monitors, evaluates and implements continuous improvement efforts related to operational productivity and patient/customer satisfaction.

• Works collaboratively with referral sources, both internal practices and external referral sources to insure service needs are met.

• Oversees all integrative projects in regards to system upgrades, new locations and modalities.

• Assists in the development, implementation and maintenance of the annual operating budget, ensuring operations are managed within established guidelines.

• Manages scheduling application setup, including creation and updating of modalities, assignment of modalities to scheduling locations, and assignment of pending and follow up workflow.

• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures. 

• Ensures employees are trained on controls within the function and on University policy and procedures.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

• Bachelor's degree in relevant field required.

• Minimum 5 years of relevant experience.

Department Specific Functions

• Supervises, orients, trains, evaluates and monitors on-the-job performance of surgical scheduling staff, using positive reinforcement and recognition; ensures staff members adhere to all established policies and procedures related to the surgical scheduling operations and continuously monitors compliance.

• Ensures there is adequate coverage

• Communicates with clinical staff to ensure all patient surgeries are scheduled properly following all the guidelines, including clearances and pre-op testing.

• Acts as a resource for any departmental staff or managers when it comes to information about registration, insurance verifications, and documentation guidelines including advising or referring providers to appropriate sources accordingly.

• Ensures staff to faculty ratio is accurate, created a uniform structure for clinical operational support across all Divisions.

• Recruiting, interviewing, and filling positions during

• Responsible for completing and managing employee time records in Workday

• Assumes accountability for completing yearly and special performance appraisals for the staff

• Coordinate clinic templates to adhere to university guidelines and work with consulting firms to improve workflow for business continuity

• Continue Implementation and support of our phone system, NICE in contact and assist in proper training of staff.

• Interprets NICE in Contact reporting data for purposes of optimization and makes adequate adjustments to ensure proper coverage.

• Analyze required departmental data (NICE in Contact, OR Utilization, Etc.) and present to upper management as required.

• Supervise reconciling physicians' clinics to ensure notes are completed within the allotted time frame

• Coordinating  patient surgeries and appointments

• Obtaining authorizations for scheduled procedures

• Ensuring staff is performing to the standards held by the department of Surgery.

• Participates in problem solving utilizing established communication channels/chain of command in collaboration with Managers and supervisors.

• Assists in addressing patient issues/complaints related to surgical scheduling, provides customer service recovery.

• Identifies and recommends process changes to management that will improve overall performance and efficiency of the surgical scheduling process.

• Responsible for the on-going training and communication of changes in policies and procedures through feedback to staff via regular meetings.

• Acts as a resource for any departmental staff, managers and providers when it comes to information about surgical scheduling.

• Ensures optimized usage of OR blocks by faculty and staff.

• Engages with Hospital leadership in discussions related to optimizing OR usage to the best needs of the department.

• Identifies opportunities for improvement of scheduling flow and processes.

• Assists faculty with licenses renewals and reappointment applications.

• Coordinates meetings with appropriate individuals, groups, and administration to exchange information and collect necessary data in developing and revising short and long-range plans.

• Ensures authorizations are obtained appropriately for surgical procedures.

• Organizes and maintains a series of team huddles to maintain open communication among the divisions and teams.

• Identifies and evaluates operational needs and resolves concerns early.

• Functions as a professional role model for behaviors and makes a positive impact on employee morale.

• Participates in the development of staff engagement, team building activities.

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The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

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