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