Cleveland, OH, USA
The Central Scheduling Supervisor is a passionate and experienced leader dedicated to the development of agent talent and performance to ensure a positive internal and external customer first impression. Contributes to a positive departmental image by exhibiting professionalism, adaptability, teamwork, and mutual respect. They are responsible for independently analyzing, resolving and/or escalating challenging patient experience/payment/financial concerns. They partner with Leadership to build and reinforces essential relationships with, physicians, clinicians, vendors, and all levels of hospital management.
The supervisors work can be defined in 3 main categories and or work as assigned by the Leadership team; staff development, driving internal and external customer experience and coordination of departmental work.
The Central Scheduling Supervisor works in conjunction with the Quality Assurance Coordinator team to identify and provide training and coaching support for agents. They are accountable to meet with all staff members minimally monthly to review performance metrics and ensure agents have support and access to whatever is needed to be successful and or show positive trend toward improvements. They will communicate pertinent departmental and modality information on a weekly basis. The Central Scheduling Supervisor participates in Modality departmental meetings to foster a culture of partnership and process improvement. They drive a service-related culture for all teams for which they have oversight. Central Scheduling Supervisor performs duties to promote a Best Place to Work culture and positive work environment.
Central Scheduling Supervisor Administers quality review program by evaluation / observation of staff work against quality standards, identification of individual and team educational needs in conjunction with Quality Assurance Coordinator. They facilitate process improvement to overall quality assurance program, i.e. evaluation score card, weighting of questions, reporting, etc… They are accountable for improving the overall patient experience by using the QA scores and implementing positive coaching techniques with agents as well as need to ensure agents are delivering on being a compassionate trusted and able partner/advocate for the customer. They uses data from various system such as Speech Analytics and After Call Survey to better understand areas of opportunity and are responsible for utilizing Quality summary reporting to identify areas within quality that need to be improved.
The Central Scheduling Supervisor will directly oversee staff members and successfully integrate objectives, opportunities and resources to ensure work output exceeds standards for productivity, quality and accuracy. They review daily, weekly and monthly call center data in order to drive first call resolution, improved internal/external customer experience and call center efficiencies. The Central Scheduling Supervisor will orchestrate effective POS cash collections program to achieve goals and provide patient education regarding third party coverage and liabilities. They participate in all hiring interviews and decisions and are responsible for all Kronos, PTO requests, compliance or mandated training. They are accountable for completing routine performance review and evaluations.
They will maintain in-depth knowledge of UH/PAS department policies, procedures and regulatory/compliance requirements and perform other back-up duties within the department, and assists in the development of policy and/or procedure updates and workflows as needed.
Central Scheduling Supervisor maintain in-depth knowledge of related business and clinical computer applications and systems. Will be cross-trained to perform other duties as assigned. They actively participates in UH emergency preparedness and may be scheduled to work at off-sites
To apply, please visit the following URL:https://www.hospitalcareers.com/job/3691403/supervisor-central-scheduling/→