Appointment Scheduling Supervisor

Appointment Scheduling Supervisor

This position requires the individual to perform as an appointment scheduler while also taking on supervisory responsibilities for the appointment scheduling team. This individual is responsible for training, mentoring, and evaluating the work of the appointment schedulers. This individual is also responsible for reporting weekly, monthly, and quarterly on appointment schedulers various metrics.

Department: Appointment Center

Immediate Supervisor Title: Director of Operations

Essential Duties and Responsibilities:

• Helps maintain scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns.
• Performs annual performance reviews for appointment scheduling staff.
• Coordinates weekly schedules and sick calls.
• Helps to define problems, recommend & implement process improvements in conjunction with Director as needed.

• Schedule clinic appointments in accordance with clinic & physician policies and guidelines.
• Uses manual/computerized system to match physician availability with patient’s preferences in terms of date and time.
• Obtain accurate and complete patient demographics and information, including insurance information.
• Ensures that updates (e.g., cancellations or additions) are input daily into master schedule and clinics/physicians are notified per protocol.
• Communicates as needed with physicians and other staff about any patient concerns/issues related to scheduling. Consults with Director about any system problems.
• Retrieve and process patient requests from our website.
• Retrieve and process incoming correspondence/requests from other facilities or referring physicians.
• Uses customer service principles and techniques to deal with patients calmly and pleasantly.
• Perform other various duties as assigned.

Other Requirements: None

JOB QUALIFICATIONS: To perform the job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily with or without reasonable accommodation. The requirements below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

Education and/or Experience Required:

• High School diploma, or equivalent, required.
• Bachelor’s Degree, required.
• 2-3 years Call Center/Appointment Scheduling Experience required.
• Previous Leadership experience required.

Performance Requirements:

Knowledge:

• Knowledge of medical practice protocols related to scheduling appointments.
• Knowledge of manual/computerized scheduling systems.
• Knowledge of customer service principles and techniques.

Skills:

• Skill in communicating effectively with physicians about scheduling preferences.
• Skill in maintaining master appointment schedule via manual or computerized means.
• Skill in producing reports about appointment patterns as needed.

Abilities:

• Ability to multitask effectively, dealing with phone calls, in-office patients, staff, and others pleasantly.
• Ability to communicate calmly and clearly with patients about appointments in all circumstances including when they are urgent or emergent.
• Ability to analyze situations and respond appropriately.

Equipment Operated: Standard office equipment with emphasis on computer hardware and software as well as telephone, scanners, printers.

Work Environment: Position is in a well-lighted office environment.

Mental/Physical Requirements: Mostly sedentary with some standing, walking, reaching. Periodic stress from handling many calls and patient requests.

DISCLAIMER: This job description is intended to convey information essential to understanding the current scope of the job and the general nature and level of work performed by current job holder(s) within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. St. Paul Eye Clinic reserves the right to change the expectations of the job and assign or reassign duties and responsibilities at any time.