Central Scheduling Supervisor

ABOUT US:

With energy and purpose, Cooley Dickinson Health Care, a member of the Mass General Brigham system, is advancing health care in western Massachusetts, and has been since 1886. Our network employs more than 2,000 medical professionals and support staff, at our main Hospital campus in Northampton and additional locations in twelve towns throughout the Pioneer Valley. throughout Hampshire and Franklin counties.

OUR BENEFITS:

In addition to competitive pay, all Cooley Dickinson employees who work 20 hours or more per week have access to the following benefits with no waiting period:

• A range of health, dental, vision, prescription, and life insurance benefits.
• A generous and flexible Earned Time Off program starting at six weeks accrual per year.
• 403(b) retirement plan with various investment options.
• Opportunities and support for continued education including tuition reimbursement.

MAIN FUNCTION:

The Centralized Scheduling Supervisor is responsible for performing a variety of duties involving assisting with planning, organizing, and coordinating patient appointment scheduling for various hospital ancillary departments. 

Responsibilities include working collaboratively with the manager on process improvement projects, policies, and procedures and also working in collaboration on patient complaints, utilizing an ability to research the problems and recommend solutions often requiring a high degree of sensitivity. This also requires the foresight to identify individuals from systemic problems and implement the necessary retraining and corrective action. 

The Central Scheduling Supervisor supervises the day-to-day operations of the Central Scheduling department for multiple ancillary areas and provides support in the daily functions of the Manager, Central Scheduling.

ESSENTIAL JOB FUNCTIONS: 

• Assign daily work to Central Scheduling Coordinators. Establish rules for prioritization of workload and follow up with staff to ensure completion. 
• Provide input into the development of goals, objectives, policies, and procedures, and in the monitoring of the department's mission. Assist with organization of departmental workflow and systems and elicit feedback from co-workers as part of the process. 
• Assist with organization of the departmental workflow and systems; elicit feedback from coworkers, departments, and physician offices as part of the process. 
• Prepare and post schedule of work assignments. Arrange schedules to ensure vacation, holiday and other coverage as required. 
• Coordinate scheduling staff resources during extended service hours and high-volume times. 
• Provide coverage in the case of unexpected absences of a staff member or for vacation coverage to provide coverage for patient care needs. Work a flexible schedule as needed. 
• Develop and maintain an online Training Manual to be used for the purpose of training new staff members and to conduct any refresher training courses. Coordinate ongoing training for new and existing staff with other hospital ancillary departments. 
• Evaluate and monitor staff performance. Provide regular feedback, coaching, and retraining as needed. Document all such activity for inclusion in the evaluation process. Prepare probationary and annual evaluations for review with employees within hospital policy and time frames. 
• Conduct comprehensive staff training for patient appointment scheduling and registration through EPIC. 
• Train and educate staff on the process for all scheduling work queues. Monitor all daily work queues to ensure timely and accurate processing. 
• Responsible for developing, implementing, and coordinating the patient order validation process with the Scheduling Department. 
• Conduct staff refresher training courses on areas of concerns. 
• Develop and provide training to staff members regarding the Automatic Call Distribution System.   
• Prepare and manage annual performance evaluations for scheduling staff.  
• Provide coaching to staff members to include customer service training and proper telephone etiquette. Assist with quality assurance monitoring, interpretation, and implementation of corrective action. 
• Interview and provide input to the Central Scheduling Manager on candidates for employment. 
• Participate in the maintenance of an effective reporting mechanism to ensure compliance with both internal and external requirements, ensuring that such reports are accurate, timely, and meaningful. Ensure that all edit, audit, and monitoring reports are worked per required time frames to facilitate fast, accurate billing processes. 
• Assist the Central Scheduling Manager in the preparation of explicit procedure and flow charts for all functions and make recommendations in methodology improvements with an aim toward increasing efficiencies and possibly lowering costs. 
• Participate with Central Scheduling Manager in planning, procedural changes, policies, and budgetary process. 
• Interact with other departments and physician offices to maintain excellent working relationships to help resolve any registration issues related to customer service or registration activity. Interact with other departments to provide assistance and guidance. 
• Practice ethical standards and maintain strict confidentiality in all matters related to medical information, patients, confidential hospital functions, and any other aspect of this position. 
• Perform weekly payroll verification referring any issues to the Central Scheduling Manager. 
• Act as a resource to patients and staff regarding insurance coverage and protocol issues. Coordinate appropriate problem solving referred by staff members. 
• Maintain established hospital and departmental policies and procedures, objectives, confidentiality, quality improvement program, compliance, safety, infection control, and environmental standards. 
• Maintain professional growth and development through attendance at seminars, workshops, conferences or in-services, professional affiliations, or journals to stay abreast of current trends in field of expertise. 
• Meet annual competency and retraining requirements. Ensure staff meets annual competency and retraining requirements. 
• Attend meetings as required. 
• Perform other functions/duties as requested.

MINIMUM REQUIREMENTS:

• High school diploma or equivalent required.
• Three (3) to five (5) years' experience in a Central Scheduling office or physician office required.
• One (1) to three (3) years of Supervisory experience in a healthcare setting required.
• Demonstrated leadership, interpersonal, organizational, oral, and written communication skills required.
• Demonstrated knowledge of telephone system usage and coordination required.
• A high level of maturity, discretion and integrity required.