Scheduling Supervisor

LOUISIANA ORTHOPAEDIC SPECIALISTS LLC•Lafayette, LA

17h•Onsite

About The Position

ESSENTIAL FUNCTIONS: Monitor phone queue to help evaluate data regarding inbounds calls, call waiting times, abandonment rate, etc. Identify any issues and escalate to Senior Management. Monitor phone queues on a regular basis to ensure that the workloads are distributed evenly. Develop or coordinate with Clinical Supervisor schedules with agents each month to ensure contact center objectives are covered. Responsible for supervising, directing and developing the scheduling team. Maintains positive leadership and gives frequent performance feedback and encourages two-way participation of ideas. Responsible for holding employees accountable for results through coaching and development of action plans Performance management of team including: reviews, corrective action, mentoring, and performance improvement plans Assist in interviewing and hiring of team members. Assess needs/plan Review and approve timesheets and paid time off requests in the Paychex system. Conducts daily huddles and team meetings as needed to keep the staff up to date with the changes in the company and important announcements. Assist in Quality Audits through silent call monitoring, y-jacking and call recordings. Ability to be empathetic to patient’s needs and concerns and provide training and guidance to the agents to do the same. Works with the Clinics and Department leadership to ensure quality support from Contact Center team. Support and comply with all company policies and procedures. Assists Leadership in trending/identifying claim denials due to demographic errors. Schedule and assist in training of the medical specialty, computer, and phone systems needed to perform the job expectations. Participates in department meetings as assigned. (Saturday meetings may be required) Tasked with special project initiatives and outcomes. Must be able to meet deadlines given by Senior Management. Works with sensitive and confidential materials and must be able to exercise discretion. Requirements EDUCATION: High School diploma or GED required. Associates degree is preferred. EXPERIENCE: Requires 1 or more years’ experience in a supervisory/leadership role. Previous experience working within a call center is preferred with advanced knowledge of working with phone systems. Medical experience preferred. Proven leadership skills with an ability to motivate with a positive attitude that impacts others in a positive way.

Requirements

High School diploma or GED required. Associates degree is preferred.
Requires 1 or more years’ experience in a supervisory/leadership role.
Previous experience working within a call center is preferred with advanced knowledge of working with phone systems.
Medical experience preferred.
Proven leadership skills with an ability to motivate with a positive attitude that impacts others in a positive way.
Excellent critical thinking, troubleshooting, and analytical skills.
Excellent interpersonal skills including conflict management.
Experience working in Microsoft products – Word, Outlook, and Excel
Well organized and able to meet deadlines.
Excellent attention to detail.
Must have a full understanding of the scheduling process.
Knowledge of medical terminology.
Knowledge of one or more of the following specialties: Orthopedics, Neurology, Physical Therapy, Pain Management.
Knowledge of computer applications.
Knowledge of scheduling templates.
Skilled in Analytical and problem-solving capabilities.
Skilled in establishing metrics and clear objectives including performance management.
Skill in effectively managing multiple projects simultaneously.
Good written and verbal communication skills.
Ability to maintain patient confidentiality and follow HIPAA guidelines.
Ability to multi-task and work well under pressure.
Ability to analyze problems and interpret information and to prioritize and reprioritize, as necessary.
Ability to work independently, and as part of a team.
Ability to identify opportunities for process improvement, identify solutions and plan for and implement solutions.
OSHA Requirements and training to include: Safety Training

Responsibilities

Monitor phone queue to help evaluate data regarding inbounds calls, call waiting times, abandonment rate, etc.
Identify any issues and escalate to Senior Management.
Monitor phone queues on a regular basis to ensure that the workloads are distributed evenly.
Develop or coordinate with Clinical Supervisor schedules with agents each month to ensure contact center objectives are covered.
Responsible for supervising, directing and developing the scheduling team.
Maintains positive leadership and gives frequent performance feedback and encourages two-way participation of ideas.
Responsible for holding employees accountable for results through coaching and development of action plans
Performance management of team including: reviews, corrective action, mentoring, and performance improvement plans
Assist in interviewing and hiring of team members.
Assess needs/plan
Review and approve timesheets and paid time off requests in the Paychex system.
Conducts daily huddles and team meetings as needed to keep the staff up to date with the changes in the company and important announcements.
Assist in Quality Audits through silent call monitoring, y-jacking and call recordings.
Ability to be empathetic to patient’s needs and concerns and provide training and guidance to the agents to do the same.
Works with the Clinics and Department leadership to ensure quality support from Contact Center team.
Support and comply with all company policies and procedures.
Assists Leadership in trending/identifying claim denials due to demographic errors.
Schedule and assist in training of the medical specialty, computer, and phone systems needed to perform the job expectations.
Participates in department meetings as assigned. (Saturday meetings may be required)
Tasked with special project initiatives and outcomes.
Must be able to meet deadlines given by Senior Management.
Works with sensitive and confidential materials and must be able to exercise discretion.