About this role
The Scheduling Supervisor will support the Director of Administration by leading, developing, and supervising high-performing teams within the Scheduling Department. This position is responsible for overseeing the Scheduling Team, including Workers Compensation scheduling, as well as the Operator Team.
The ideal candidate is a strong leader with excellent communication and organizational skills who enjoys coaching others, improving processes, and helping teams achieve measurable results.
Why Join Elite Sports Medicine + Orthopedics?
Elite Sports Medicine + Orthopedics offers a competitive compensation and benefits package for full-time team members, including:
- Three medical plan options, including PPO and HDHP plans
- Dental and vision coverage
- Health Savings Account (with eligible HDHP plans)
- Employee Assistance Program
- Company-provided Basic Life, AD&D, and Long-Term Disability insurance
- Voluntary Life and Short-Term Disability insurance
- PTO accrual
- Paid holidays
- 401(k) with employer match
Minimum Essential Job Requirements
- Manage the daily performance, productivity, and processes of the Scheduling and Operator Teams.
- Participate in hiring, onboarding, training, mentoring, and developing team members.
- Provide ongoing coaching and performance feedback to promote individual and team success.
- Complete annual performance reviews and quarterly conversations in a timely manner.
- Maintain and update the Scheduling Specialist and Operator Playbooks.
- Establish, monitor, and help achieve departmental Key Performance Indicators (KPIs).
- Conduct regular audits of Scheduling Specialists and recorded calls, providing feedback and coaching as needed.
- Monitor call accuracy, scheduling quality, error rates, and other performance metrics.
- Develop and maintain departmental reports and dashboards.
- Conduct regular team meetings, huddles, and one-on-one conversations.
- Participate in setting and achieving quarterly and annual team and individual goals.
- Provide coverage in scheduling and operator queues as needed.
- Partner with the Director of Administration on projects and initiatives that support departmental and organizational success.
- Perform other duties and special projects as assigned.
Reporting Responsibilities
The Scheduling Supervisor will monitor departmental performance and provide regular reporting to the Director of Administration.
Responsibilities include:
- Compile and communicate weekly performance metrics, including:
Number of appointments scheduled
- Calls answered
- Call abandonment rate
- Scheduling and documentation error rates
- Review the Daily Schedule Report and communicate schedule corrections and audit findings to the appropriate team members.
- Review the Work Group Summary Report daily to ensure appropriate staffing coverage for the Scheduling Queue.
- Review the Operator Work Group Summary Report daily to ensure appropriate Operator staffing levels.
- Monitor Brightmetrics On-Demand Reporting for Scheduling Specialists and Operators.
- Identify trends, opportunities for improvement, and staffing needs based on departmental reporting and performance data.
Qualifications
KNOWLEDGE, SKILL AND COMPETENCY REQUIREMENTS
- Four year college degree preferred
- At least 3 years experience in medical practice, hospital or other medically based company preferably supervising other team members
- Excellent written and verbal skills
- Ability to handle difficult people and situations
- Delegation, prioritization and organizational skills
- Numerical and computation skills for reporting
- Fundamental understanding of orthopedic medical practice
- Command of relevant HIPAA and OSHA laws as they affect areas of supervision
- Critical software knowledge (Greenway, MS Office Suite)
- Goal orientated
- Problem solving and process development
- Professional appearance and demeanor
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.