Patient Scheduling Supervisor – Call Center

Description

CPIhealth is a multidisciplinary team dedicated to providing compassionate and comprehensive care to individuals experiencing chronic pain. With state-of-the-art facilities, advanced technology, and a collaborative environment, we offer a platform for healthcare providers to excel in their specialties while making a profound difference in the lives of those we serve.

As you consider your next career move, we invite you to join us in redefining pain management through innovation, expertise, and a commitment to improving patient outcomes. Together, we can shape the future of healthcare and positively impact countless lives.

Website: Capitol Pain Institute

Position Summary

The Patient Scheduling Supervisor is responsible for leading and directing the Established Patient & Medical Assistance workstream within the Scheduling Department at CPIhealth. This role involves managing a team, ensuring high levels of customer satisfaction, and meeting organizational goals for customer service and financial performance.

The ideal candidate will drive staff performance through process improvements, policy implementation, metric tracking, communication strategies, and staff training.

Key Responsibilities

Leadership & Team Management

• Supervise the patient scheduling team, including offshore staff, providing training, feedback, and performance development.
• Oversee all aspects of employee supervision, including interviewing, onboarding, performance evaluations, and disciplinary actions.
• Ensure adequate staffing coverage for all scheduling teams and provide backup support as needed.
• Foster a culture of positive attitudes, exceptional customer service, and team recognition.
  
  

Scheduling & Process Management

• Serve as the lead patient service contact for established patients, physician support, and medical assistant scheduling.
• Manage and monitor provider schedules, scheduling reports, and billing denials related to scheduling.
• Develop and implement policies and procedures to enhance scheduling efficiency.
• Maintain compliance with federal, state, local, and CPIhealth scheduling policies.
• Address and resolve scheduling challenges while ensuring EMR system updates are communicated effectively.
• Ensure ongoing review and improvement of scheduling department processes.
  
  

Customer Service & Communication

• Handle patient complaints and scheduling-related inquiries, ensuring resolution in a timely manner.
• Maintain patient confidentiality and adhere to HIPAA guidelines.
• Provide guidance on CPIhealth procedures and provider credentials to staff and patients.
• Conduct quarterly patient scheduling meetings and ensure all scheduling staff are informed of policy and procedural updates.
• Travel to outlying facilities as needed to support operations.
  
  

Data & Performance Management

• Track key performance metrics for scheduling efficiency and customer service standards.
• Utilize call center and scheduling technology to monitor performance and identify areas for improvement.
• Analyze scheduling reports to identify trends and proactively address operational challenges.
• Act as a change agent, implementing improvements and adapting to evolving business needs.
• Performs other duties as assigned to support the mission, values, and strategies of CPIhealth.
  
  

This job description should not be interpreted as an exhaustive list of responsibilities or as an employment agreement between the employer and the employee. The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification and are subject to change as the employer's needs and the job change.

Requirements

Education: Bachelor’s degree in a business or healthcare-related field or an equivalent combination of education and experience.

Experience

• Minimum of three years of supervisory experience in patient access management, scheduling, or clinical operations.
• Strong background in medical scheduling and customer service required.
• Knowledge of medical terminology, CPT coding, and insurance processes.
• Experience with EMR systems and call center technology is highly desirable.
  
  

Skills

• Strong leadership, communication, and team-building skills.
• Excellent critical thinking, problem-solving, and decision-making abilities.
• Ability to handle high-pressure environments, multiple priorities, and short deadlines effectively.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Adaptability to changing workflows and technology updates.
  
  

Work Environment & Physical Requirements

• Frequent standing, walking, sitting, speaking, and use of office equipment (computers, phones, copiers).
• Occasional reaching, kneeling, bending, stooping, and lifting up to 25 lbs.
• Work is performed in an office setting with frequent interruptions and a generally low to moderate noise level.
  
  

Why Join CPIhealth?

• Competitive compensation and benefits package
• Leadership role in a dynamic healthcare organization
• Opportunities for professional growth and development