Scheduling Manager

RadNet•Tulsa, OK

About The Position

Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, we are Radiology Forward. With dynamic cross-training and advancement opportunities in a team-focused environment, the core of our success is its people with the commitment to a better healthcare experience. When you join us as a Scheduling Manager, you will be joining a dedicated team of professionals who deliver quality, value, and access in the 21st century and align all stakeholders- patients, providers, payors, and regulators to achieve the best clinical outcomes. You Will: Responsible for all facets of day-to-day management of scheduling department, including hiring, motivation, training, discipline and termination of employees. Assess performance and complete 90-day and annual evaluations of employees. With Operations assistance, design and implement appropriate scheduling "protocols" as necessary. Periodically review existing protocols for accuracy and service Triage scheduling activities to ensure smooth and efficient department operations. Maintain supply inventory, responsible for ordering supplies. Develop and maintain in-depth knowledge of changing technologies; spearhead change process with scheduling staff. Develop and maintain in-depth knowledge of volume referrers; communicate pertinent information to Telecommunications Coordinator and schedulers. Manage and support activities of Scheduling/Telecommunications Coordinator; work in conduction with coordinator in devising training/skills enhancement programs for scheduling staff. Respond to referrers needs, problems and issues as needed. Communicate to Sales and Marketing relevant issues such as troubled referrers, referrers needs, problems and issues and competitor information on pro-active and ongoing basis; develop and present potential solutions to referrers concerns to Operations; assist Sales and Marketing in referrer problem resolution through off-site visits. Assist Operations in scheduling conversion of new centers and managed care practices. Interface pro-actively with Medical Records and Billing departments to coordinate and enhance patient through-put. Monitor and communicate to Site/Area Operations Managers and Operations scheduling backlog to enhance scheduling latitude, maximize procedural output and increase revenue. Communicate new opportunities for procedures or modalities to Operations Manager. Relay information regarding site conditions beyond their authority to the Operations Manager which could impact the quality of care of service that we provide or the smooth operation of the center. Assist Operations Manager and other Executive Management as needed with special assignments and special projects. Prepare and submit all reports required by site management. Take incoming calls and respond to callers in a patient, professional and courteous manner, striving to maintain highest level of customer service in meeting patient or physician scheduling needs. Schedules appointments according to site, company and computer protocols. Notifies appropriate department of schedules, changes or addition of STAT exams promptly. Verifies and updates patient/physician/insurance information and enters into computer correctly. Provide thorough and accurate preparatory information to patient regarding procedures. Uses good judgment in dealing with distressed, angry or emotional patients or angry physicians offices and refers particularly difficult situations to supervisor. Promote public relations with patients, doctors, vendors and other clients on the phone and in person. Demonstrate initiative and creativity in promoting positive patient relations. Assist Operations Manager as needed in meeting department standards and objectives. Keeps informed of RadNet policies and general environmental conditions to provide input and propose solutions to problems whenever possible.

Requirements

At least 2 years of supervisory/management experience within a busy call center environment.
Ability to inspire change, motivate staff, and produce results while maintaining a healthy work environment.
Excellent interpersonal skills and communication skills.
Proficient computer skills; the ability to create PowerPoint presentations and reports using Excel.
Working knowledge of California State labor laws (i.e. meal and rest breaks, over-time, interviewing/hiring, etc.).
Strong attention to detail, and the ability to multi-task and prioritize.
Ability to travel if needed (occasional travel).

Responsibilities

Responsible for all facets of day-to-day management of scheduling department, including hiring, motivation, training, discipline and termination of employees.
Assess performance and complete 90-day and annual evaluations of employees.
With Operations assistance, design and implement appropriate scheduling "protocols" as necessary. Periodically review existing protocols for accuracy and service
Triage scheduling activities to ensure smooth and efficient department operations.
Maintain supply inventory, responsible for ordering supplies.
Develop and maintain in-depth knowledge of changing technologies; spearhead change process with scheduling staff.
Develop and maintain in-depth knowledge of volume referrers; communicate pertinent information to Telecommunications Coordinator and schedulers.
Manage and support activities of Scheduling/Telecommunications Coordinator; work in conduction with coordinator in devising training/skills enhancement programs for scheduling staff.
Respond to referrers needs, problems and issues as needed.
Communicate to Sales and Marketing relevant issues such as troubled referrers, referrers needs, problems and issues and competitor information on pro-active and ongoing basis; develop and present potential solutions to referrers concerns to Operations; assist Sales and Marketing in referrer problem resolution through off-site visits.
Assist Operations in scheduling conversion of new centers and managed care practices.
Interface pro-actively with Medical Records and Billing departments to coordinate and enhance patient through-put.
Monitor and communicate to Site/Area Operations Managers and Operations scheduling backlog to enhance scheduling latitude, maximize procedural output and increase revenue.
Communicate new opportunities for procedures or modalities to Operations Manager.
Relay information regarding site conditions beyond their authority to the Operations Manager which could impact the quality of care of service that we provide or the smooth operation of the center.
Assist Operations Manager and other Executive Management as needed with special assignments and special projects.
Prepare and submit all reports required by site management.
Take incoming calls and respond to callers in a patient, professional and courteous manner, striving to maintain highest level of customer service in meeting patient or physician scheduling needs.
Schedules appointments according to site, company and computer protocols.
Notifies appropriate department of schedules, changes or addition of STAT exams promptly.
Verifies and updates patient/physician/insurance information and enters into computer correctly.
Provide thorough and accurate preparatory information to patient regarding procedures.
Uses good judgment in dealing with distressed, angry or emotional patients or angry physicians offices and refers particularly difficult situations to supervisor.
Promote public relations with patients, doctors, vendors and other clients on the phone and in person.
Demonstrate initiative and creativity in promoting positive patient relations.
Assist Operations Manager as needed in meeting department standards and objectives. Keeps informed of RadNet policies and general environmental conditions to provide input and propose solutions to problems whenever possible.