Job Details

Job Summary: The Centralized Scheduling Manager works under the supervision of the RCA. This position is responsible for supervising the Centralized Scheduling staff and its day-to-day functions. The Centralized Scheduling Manager will have the responsibility of working as a scheduler, in addition to the overall responsibilities of a supervisor, which include: personnel management, information flow, patient satisfaction, and business operations. This position serves as an example of excellent customer service to patients.

Role & Responsibilities

1. Work cooperatively with Northwest Health Services' leaders, providers, and staff to carry out the goals and objectives of Northwest Health Services, Inc., according to established policies and procedures.
2. Will treat others respectfully, whether it is a patient, fellow employee, member of management, customer, vendor, or visitor to our premises.
3. Responsible for the Centralized Scheduling day-to-day operations.
4. Analyze and evaluate Centralized Scheduling data and personnel needs and prepare necessary reports.
5. Track and log complaints, incidents, road blocks, reasons for difficulties encountered, and resolutions made in providing an appointment. Report logs and solutions to RCA weekly.
6. Receive phone calls and greet all patients and visitors pleasantly and effectively.
7. Triage as necessary or applicable.
8. Handle telephone communications, including:

1. Telephone etiquette
2. making patient appointments
3. making reminder phone calls day prior to a scheduled visit
4. answer inquiries related to services
5. routing calls as necessary to the appropriate site
6. excellent customer service

1. Assist with developing and implementing policies and procedures for Centralized Scheduling personnel.
2. Direct and coordinate work assignments/schedules for all Centralized Scheduling staff, creating a team environment.
3. Train, orient and supervise personnel in policies and specific job duties.
4. Organize and arrange staff meetings, in-services, and education for staff.
5. Responsible for employee relations, recognition and assure that staff received appropriate orientation and training.
6. Maintain excellent personal relations and communications with all managers, providers and staff.
7. Demonstrate a commitment to the mission, core values and goals of Northwest and its healthcare delivery team.
8. Evaluate employees for selection, promotions, transfers, and disciplinary measures; resolve employee grievances per procedure in coordination with Human Resources.
9. Interpret and disseminate policies to employees.
10. Must comply with the provisions of the Health Insurance Portability and Accountability Act (HIPAA) of 1996.
11. Monitor phone system reports to assess key performance indicators.
12. Ensure patients are being scheduled according to NHS expected standards and processes.
13. Receive and act on staff feedback for inappropriately scheduled patients.
14. Assess and, when needed, adjust central schedulers' workflows for best practices.
15. Provide feedback and coaching to the team when necessary, including training, positive reinforcement, and disciplinary action, including termination if applicable.
16. Manage the central scheduler's timecards, evaluations, and PTO requests.
17. Interview/hire new team members and provide NHS patient scheduling process training.
18. Audit samples of patient phone calls for quality assurance.
19. Troubleshot any phone software or report concerns to NHS IT team.
20. Participate in any necessary Quality Improvement meetings to discuss updates with central scheduling key performance indicators.
21. Must live within a 60-mile radius of Family Medicine Associates or Southside Health Clinic.
22. This position is remote, but employees can be asked to work on site if needed.
23. Perform related work as required.

• Graduate from accredited school, with L.P.N. licensure in the state of Missouri.
• BLS certification required.
• Two years acute care nursing or two years office nursing experience preferred.
• Possess light typing skills, computer knowledge required. Must demonstrate accuracy, proficiency, and efficiency.
• Must possess the ability to effectively present information and respond to questions from patients and other individuals encountered in the course of employment.
• Ability to visually assess patient condition and communicate with the patients and families with tact and professionalism.
• Previous supervisory experience preferred.
• Must possess excellent oral and written communication skills and present a positive image for the organization.
• Must be skilled in preparing, presenting, and interpreting data used in budgets and reports.
• Must be skilled in planning and implementing office procedures relevant to management.
• Valid Missouri Operator's license is required.