Scheduling Manager Contact Center Hybrid

Neighborhood Outreach Access to Health (NOAH) is looking for talented healthcare team members to step into our culturally diverse health centers! From Scottsdale to Glendale, NOAH provides affordable, high-quality healthcare services. Serving over 40,000 neighbors, our model of care places patients needs at the center of attention as we deliver comprehensive health services including medical, dental, behavioral health, nutrition, prenatal care, preventive health, eligibility assistance and health education programs.

Required:

• Bachelor's Degree or 4 years' work-related experience.
• 2 years in a leadership position in a Contact Center with focus in customer service.
• 2 years in a leadership position in a Contact Center supporting a health center.

Job Summary:

This position maintains direct responsibility for the efficient coordination of all activities related to centralized scheduling, referrals and medical records, including managing staffing and budget. Maintains direct responsibility for daily fiscal, quality, personnel and patient care issues for Centralized Scheduling. Responsible for maintaining patient records related to physician referrals, History and Physicals, and other results as related to scheduled exams through coaching and training staff on best practices.

Duties/Responsibilities:

• Manages centralized scheduling staff. Plans, establishes, and reviews work schedules to meet department and budgetary targets. Interviews, selects, and hires personnel. Initiates changes in classification, salary action, promotion, demotion, transfer and termination. Addresses employee problems and administers appropriate disciplinary action. Monitors call queue is adequately staffed. Reassigns staff to different queues based off business need.
• Responsible for ensuring all PEC scheduling staff is up to date on best practices, policies and procedures. Ensures that patient satisfaction is maintained by monitoring/scoring PEC scheduling representatives calls and sharing feedback in weekly check ins with staffs direct supervisors.
• Proactively oversees and monitors scheduling activity to identify opportunities for increased resource utilization (room, staff, and time), and to ensure compliance with established scheduling policies, procedures, and guidelines. This includes implementation of assigned physician block and reporting of physician block time assignment and utilization. Reviews staff performance for efficient and accurate scheduling and quality of customer service to patients. Reports regularly on centralized scheduling key performance indicators and corrects variances from goals. Collaborates with the Practice Manager on weekly basis to share fill rates for their providers and to develop strategies to ensure adequately filled provider schedules.
• Collaborates with Patient Financial Services and registration departments. Provides outreach customer service and training to offices and scheduling departments.
• Manages monitors and improves staff productivity and quality of service through phone reports, key performance indicator metrics, fax report, audit reporting and process improvement initiatives.

NOAH requires all new hires to have received the first dose of a COVID-19 vaccine before their start date and be scheduled for their second dose. New hires who choose to receive the Johnson & Johnson vaccine only need one dose to fulfill this requirement. Reasonable accommodations will be considered.

Qualifications

Education and Experience:

Required:

• Bachelor's Degree or 4 years' work-related experience.
• 2 years in a leadership position in a Contact Center with focus in customer service.
• 2 years in a leadership position in a Contact Center supporting a health center.

Preferred:

• 5 years experience in healthcare with a focus on scheduling.
• 5 years lead or supervisory experience.

Other Requirements:

• New Hires are required to pass pre-employment background check and drug testing (e

Job Type: Full-time

Pay: $44,800.00 - $83,200.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Work Location: Hybrid remote in Phoenix, AZ 85020