Patient Scheduling Supervisor

The Patient Scheduling Supervisor may lead a team of scheduling staff that may be patient facing/administrative staff providing service to multiple clinical specialties in the outpatient settings at The University of Kansas Health System. The Supervisor is responsible for all daily operations of their scheduling team including hiring, training scheduling staff. The Supervisor, depending on department structure, may also have the responsibilities for health information management and registration team members, supervising workflow and performance to achieve set targets. The Patient Scheduling Supervisor provides direction and leadership to team by coaching individual and team performance. The Supervisor works with clinic leadership to ensure there is a seamless communication protocol. This role requires comprehensive knowledge of all job functions and supports the staffing plan as needed while modeling the highest level of customer service. Seeks out opportunities to optimize processes with Manager, collaborating with department leaders to improve communication and performance across complex clinical operations.

Responsibilities

Lead a team of scheduling staff providing service to multiple clinical specialties in outpatient settings; Responsible for daily operations of the scheduling team including hiring and training scheduling staff; Supervise scheduling workflow and determine clinical appropriateness of procedures; Act as liaison between physicians, clinics, nursing personnel and residents to optimize patient scheduling and care; Ensure optimum staffing, oversee personnel evaluations and orient new staff; Accurately schedule, reschedule and cancel patient visits including clinic, telehealth, treatments, surgeries and procedures; Schedule infusion treatment visits using IQueue infusion software; Investigate scheduling defects and patient complaints, identify root cause and provide service recovery; Handle escalated calls from upset patients and callers requesting a supervisor/manager; Ensure medical records are complete, accurate, secure and readily available; Provide ongoing training on clinic-specific workflows; Support management with projects and process improvements; Monitor patient satisfaction data and collaborate with inter-disciplinary leaders to improve throughput and patient experience

Requirements

High School Graduate or GED; Associates Degree or 4 years of progressively responsible and directly related work experience in a healthcare setting or contact/call center environment with prior lead or supervisory experience, OR 2 years combination of experience in UKHS patient scheduling roles; 1 or more years supervisory, team leader or senior specialist experience; Maintains expert knowledge of scheduling guidelines, patient registration, pre-certification requirements and basic levels of health insurance and billing procedures; Must meet the competencies for this role before being eligible for advancement to next level scheduling role; Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department

Nice to have

prior experience in an academic or high volume, high acuity facility