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Central Scheduling Call Center Director

1 month ago

Fort Myers, United States Florida Cancer Specialists Full time

At Florida Cancer Specialists & Research Institute, we believe our people are our strength and we invest in them. In addition to having a positive impact on the people and communities we serve, associates benefit from significant professional opportunities, career advancement, training and competitive wages.

A LITTLE BIT ABOUT FCS

Since 1984, Florida Cancer Specialists & Research Institute & Research Institute (FCS) has built a national reputation for excellence. With over 250 physicians, 220 nurse practitioners and physician assistants and nearly 100 locations in our network. Utilizing innovative clinical research, cutting-edge technologies, and advanced treatments, we are committed to providing world-class cancer care. We are recognized by the American Society of Clinical Oncology (ASCO) with a national Clinical Trials Participation Award, FCS offers patients access to more clinical trials than any private oncology practice in Florida. Our patients have access to ground-breaking therapies, in a community setting, and may participate in national clinical research studies of drugs and treatment protocols. In the past five years, the majority of new cancer drugs approved for use in the U.S. were studied in clinical trials with FCS participation prior to approval.

Through our partnership with Sarah Cannon, we are one of the largest clinical research organizations in the United States. Often, FCS leads the nation in initiating research studies and offering ground-breaking new therapies to patients.

Come join us today

Summary:

The Director, Central Scheduling Services oversees the central scheduling call center team. Develops and improves processes and procedures. Responsible for managing, coaching, mentoring and training the central scheduling staff. Liaison between Florida Cancer Specialists (FCS) and outside Facilities, FCS Clinics and the Radiology Division.

PRIMARY TASKS AND RESPONSIBILITIES:

Responsible for high level success as well as directing the work and goals of the central scheduling department.Will actively find partnership opportunities within FCS leadership to improve patient access and experience.Focus on patient retention and satisfaction.Evaluates and develop best practices for patient access including utilization of technology.Develops job descriptions and organizational structure within the central scheduling department.Works collaboratively with Radiology leadership to proactively address imaging leakage and improve FCS patient capacity on all PET/CT scanners.Develops SOP’s and KPI’s related to phone usage and volume, and manages Operator productivity.Develops specialist’s KPI scorecard and manages specialists productivity to established benchmarks. Ensures all employees are aligned with FCS goals, performance standards and provided opportunity for growth.Act as liaison between FCS and outside facilities where patients are scheduled for tests, exams, etc. Responsible for the development of training manuals and work-aid manuals. Act as liaison to IT Department for all issues.Act as liaison to all offices and actively communicate with office managers when information is needed from physicians for orders.Act as liaison between Schedulers and Clinical Finance Managers/Patient Financial Navigators/Utilization Management to ensure all authorizations are obtained in a timely manner.Ensure that a high level of cleanliness and organization exists in the Scheduling department work areas.Always maintain and ensure the confidentiality of all patient and employee information.Comply will all Federal and State laws and regulations pertaining to patient care, patients’ rights, safety, billing, and collections. Adhere to all FCS and departmental policies and procedures, including IT policies and procedures and Disaster Recovery Plan. Keeps office and personal work area and records in a neat and orderly manner. Maintains all company equipment in a safe and working order.Will be expected to work at any FCS location to help meet FCS business needs.

Managerial Duties:

Incumbent has authority to initiate actions and make decisions within established precedents or well-defined policy with regular managerial direction and review.Oversees daily activities of department to maximize scheduling and real-time utilization of resources. Interfaces with management to ensure smooth flow of work through department.Participates in daily, weekly, monthly, and annual planning process as appropriate. Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of this position. Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness. Projects a favorable image of the companies to promote its aims and objectives and foster and enhance public recognition and acceptance of all of its areas of endeavor. Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action that may be taken. Performs all necessary supervisory functions to effectively and efficiently manage the personnel assigned: Interview and make hiring decision for any open position in the area.Ensures employees have appropriate training and other resources to perform their job.Communicates areas of accountability and performance expected of personnel assigned. Determines standards of performance as a basis to review progress of personnel assigned.Recommends salary adjustments, transfers, promotions, and dismissals.Address disciplinary and/or performance problems according to company policy. Prepares warnings and communicates effectively with employees on disciplinary actions.Create and maintain a cooperative and harmonious working climate conductive to maximize employee morale and productivity.Approve time-off requests in a fair manner while ensuring adequate staff to maintain work productivity.Develops individuals for future advancement.

EDUCATION/CERTIFICATIONS & LICENSES:

Associate degree or higher education preferred. 

EXPERIENCE:

Five (5) years of experience in the direct patient access customer service related Healthcare field. Two (2) years of management experience. Experience with scheduling, procedure entry and medical terminology required. Attention to detail; strong written, verbal communication and interpersonal skills needed. Proficient computer skills required.Must be able to travel to all Company locations as needed.

CORE COMPETENCIES, KNOWLEDGE/SKILLS/ABILITIES:

Analysis & Critical Thinking.Strong interpersonal skills to include effective verbal and written communication.Solid time management with the ability to prioritize multiple tasks.Ability to collaborate across various levels of management, departments, and teams.Comfortable negotiating problems and exploring solutions with physician population.

VALUES:

Patient First – Keeping the patient at the center of everything we doAccountability – Taking responsibility for our actionsCommitment & Care – Upholding FCS vision through every actionTeam – Working together, one team, one mission

Expectations for all Employees

Every FCS employee is expected to regularly conduct themselves in a professional and respectful manner, to comply with all labor laws, workplace policy and workplace practices. Employees are expected to bring issues of any forms of workplace harassment, discrimination, or other potential improprieties to the attention of their management or the human resources department. 

#LI-YB1

#FCS-CORP

SCREENINGS – Background, drug, and nicotine screens

Safeguarding our patients and each other is an important part of how we deliver the best care possible to the communities we serve. All offers of employment at Florida Cancer Specialists & Research Institute are contingent upon clear results of a thorough background screening. Additionally, as a condition of employment, FCS requires all new hires to receive various vaccinations, including the influenza vaccine, barring an approved exemption. In addition, FCS is a drug-free workplace, and all new hires will be subject to drug/ nicotine testing.

EEOC

FCS is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

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