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Supervisor, Scheduling

Company: AltaMed
Location: Monterey Park
Posted on: June 20, 2022

Job Description:

Overview

The Scheduling Supervisor is responsible for the direct supervision of the Centralized Scheduling Coordinators and Transportation Coordinators, and will lead by example in meeting the expectations of PACE participants. This position is responsible for ensuring that the ready-to-schedule work queues of the team is accountable for are managed, and that the appointment scheduling and end-of-day processes are followed. The Scheduling Supervisor assists with the daily scheduling functions to effectively process pre-authorization requests and approved referrals. This position requires various supervisory duties requiring excellent organizational and leadership skills, which include reviewing performance metrics/scorecards, compliance to urgent and routine appointment turnaround times, and regular review of reports related to scheduling specialty appointments.

Responsibilities

1. Oversee the Scheduling Coordinators and Transportation Coordinators on a daily basis to ensure quality and accuracy of work.2. Direct supervision of staff includes, hiring, department rounding, time record, scheduling, and performance management (performance review, counseling sessions, development plans) including disciplinary action with input from department management. 3. Review dashboards and generate departmental and individual staff performance reports and scorecards on a daily, weekly and monthly basis to ensure that the department goals and objectives are being met and staff is being held accountable for performance. 4. Review specialty office interactions escalated due to complexity, and assist with resolution of complex cases and collaborate with other departments as needed for prompt resolution.5. Escalate and follow-up with the contracting team any unresolved access to care issues. 6. Serve as the primary resource to resolve scheduling issues and participant concerns. Assess and address concerns and issues that arise within the department and promptly escalate trends identified to department leadership.7. Inform appropriate department/center of any scheduling issues and participant concerns. 8. Reviews documentation practices as part of the audits to ensure adherence to scheduling process, policies, procedures and that superior customer service is provided to all participants. Random audits are to be conducted on a daily, weekly or monthly basis and are presented to staff during rounding sessions or sooner if necessary.9. Utilize newly-developed performance metrics reports and other process improvement tools provided by management.10. Ensure staff adherence to current scheduling process and workflow.11. Ensure that the daily staffing assignments within the department meet appropriate service levels.12. Supervise daily scheduling operations and monitors the status of urgent & routine referrals in all scheduling work queues assigned to the department to ensure compliance with required turnaround times.13. Ensure that referring physician or center staff scheduling requests are handled in an effective and timely manner to ensure that appointments are scheduled.14. Work closely with the Scheduling Manager to ensure that reports related to scheduling are accurate.15. Assist with responding to customer complaints and grievances by providing requested information and appropriate feedback.16. Collaborate with Dispatch and Care Center teams to address all barriers and challenges in getting participants to their scheduled appointments in a timely manner.17. Perform any additional duties/tasks/functions assigned.

Qualifications

1. High School graduate or equivalent. Bachelor's degree in a related field preferred.2. Minimum of one (1) year experience in supervisor or management position in healthcare or related field required.3. Experience in process or quality improvement projects or activities preferred. 4. Knowledge of healthcare software programs/systems (EHR, Epic, Connect) preferred.

Keywords: AltaMed, Monterey Park , Supervisor, Scheduling, Other , Monterey Park, California

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