Job Summary

Under the direction of the Scheduling Manager, the Scheduling Supervisor will be responsible for coordinating and supervising daily activities and development of scheduling staff. This position will assist in hiring and training process and ensure each Scheduler is well prepared for incoming/outgoing call volume. The Scheduling Supervisor will support the Scheduling team by monitoring their progress, ensuring each Scheduler understands and meets expectations, answering questions and providing ongoing coaching opportunities and continuous development.

Essential Duties and Responsibilities

• Ensures Schedulers understand and comply with all Call Center/Scheduling objectives, performance standards, processes and policies
• Performs continuous monitoring and evaluates Schedulers performance, identifying learning, coaching and training opportunities
• Measures performance based on key performance indicators (KPIs), such as average hold time, average talk time and average make busy time
• Provides feedback to Scheduling Manager with regards to employee performance (ie. performance reviews, QC scorecards, etc.)
• Triages scheduling activities to ensure smooth and efficient department operations
• Identifies problem areas and initiates problem solving resolutions in collaboration with management
• Acts as the first point of patient service for escalation calls
• Assists manager with staffing levels, including assigning work schedules, managing time off requests and timekeeping responsibilities
• Acts as primary resources for staff, physicians, patients and Scheduling Manager; maintains accessibility to ensure internal service
• Monitors and communicates to Site/Regional Operations Managers and other members of the Operations team, scheduling backlog to enhance scheduling latitude, maximize procedural output and increase revenue.
• Relay information regarding site conditions beyond their authority to the Operations Manager which could impact the quality of care of service that is provided for the smooth operation of the center.
• Assist Operations Manager and other Executive Management as needed with special assignments and special projects.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Minimum Qualifications, Education and Experience

• Previous supervisory or lead experience is preferred
• Excellent verbal and written communication skills
• Must be detail oriented and organized
• Technical proficiency in Microsoft applications
• Ability to foster teamwork, inter-personal awareness and initiative
• Requires 1-2 years of Medical experience/call center experience and/or a 4 year degree

Quality Standards

• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
• Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance.
• Attends regular corporate meetings as requested.
• Follows OSHA regulations, RadNet and site protocols, policies and procedures.
• Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
• Practices universal safety precautions.
• Promotes good public relations on the phone and in person.
• Adapts and is willing to learn new tasks, methods, and systems.
• Reports to work regularly as scheduled; consistently punctual with respect to working hours and lunch schedules, and maintains satisfactory personal attendance in accordance with RadNet guidelines.
• Completes job responsibilities in a quality and timely manner.

Physical Demands

This position often requires sitting for long periods of time, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally.

Working Environment

An office setting with low to moderate noise level.