What are the responsibilities and job description for the Supervisor, Scheduling position at Orthopedic ONE?

Position will supervise the Scheduling Department including Scheduler and Referral Coordinator team members. This will be a working Supervisor role, including, when necessary, providing coverage for staff members.

Provides coverage in the scheduling department as needed or during peak patient call times and when necessary for coverage for staff members.
Ensures physician scheduling protocols and matrix tools are kept current and available to schedulers.
Provides support and direction to staff related to physician protocols and scheduling.
Facilitates the escalated appointment process to ensure urgent appointments are scheduled timely and appropriately.
Ensures that referral process workload is managed such that patients are scheduled timely and accurately per department procedures. Provides leadership with reports on referral process such that referral patterns, volumes and days to schedule are known metrics.
Assigns and monitors completion of scheduling projects such as requests to reschedule clinics, making other outbound calls, and tracking physician care connection referrals as appropriate.
Reviews and assigns online appointment requests such that patients are scheduled timely and accurately per department procedures and monitors for completion.
Manages relationship with answering service and ensures that phone coverage is addressed for holidays, etc.

Schedules, reschedules and cancels patient appointments from queue or as assigned.
Uses physician protocols, insurance participation information, and patient preference to determine most appropriate approach to schedule patients.
Answers and directs calls to proper location in a timely manner.
Follows protocols to ensure correct patient identification in all activities.
Facilitates patient access to EHR portal, including but not limited to sending patient portal letters.
Receives calls from hospitals for consults and forwards to the appropriate staff member.
Facilitates appropriate internal communications for same/next day appointment additions and cancellations.
Collects information and performs data entry in EMR to create or maintain patient demographic, referral source, transition of care, referring provider, and other information as required.

Process incoming referrals following department policies and procedures, within 48 hours of receipt.
Accurately documents all scheduling attempts and reports results to supervisor.
Communicate timely to referring provider office efforts to schedule referred patients.

Works with HR to interview and select staff and timely completion of related documentation
With HR Support, ensures performance appraisals define and measure a high level of work performance
Completes introductory and annual performance appraisals based on observed behaviors and work outcomes supported by appropriate documentation
Works to understand how staff are motivated and balance the needs of the organization and the individual. Sets expectations and rewards staff or achieving desired performance
Initiates coaching, disciplinary action, and performance improvement planning to address violations of policy and/or poor performance
Facilitates conflict resolution with staff with support as required based on circumstances

Orients new staff, ensuring they know the purpose of the organization, their department and position
Ensures that employees have resources, tools, feedback, assistance and training needed to achieve desired performance including productivity and qualitative expectations.
Provides effective and timely on the job training such that performance objectives are clear, staff members have knowledge and skills necessary to perform effectively
Builds learning into work performed such that staff gains increasing understanding of how and why work is performed
Instruction and information provided to staff results in complete understanding
Educates staff on all applicable new or established policies, procedures, and expectations.

Supports the mission, vision, values and code of conduct, goals and objectives of Orthopedic One, in customer care, community interactions, and management responsibilities.
Proactively reviews metrics important to the department workflow including work volume, customer satisfaction measures, etc. and makes recommendations to modify schedules, staff hours/staffing levels, and workflows to maintain productivity, quality and accuracy. Communicates metrics with staff timely and in mediums that maximize understanding.
Decisions, including those pertaining to staff, reflect complete and accurate analysis of relevant issues (past practices, work history, individual and group performance, department and company needs, consistency, fairness, regulatory or legal concerns, etc.)
Adheres to and administers company policies and procedures consistently and fairly in all matters (Employee Handbook, P&P, Risk, etc.)
Manages time and attendance to ensure employees are paid accurately and consistently based on company practices and policies.
Maintains department schedule/calendar and provides timely response to PTO requests
Submits reports/documents to appropriate parties in a complete, accurate and timely fashion (Personnel Action Notice, expense reports, etc.)
Promotes and supports an environment in which staff members engage in appropriate professional development, continuing education, and lifelong learning opportunities.

Prepares appropriately to attend and participate in company meetings or projects as assigned
Facilitates special projects or assignments at the request of management
Attends to own professional development responsibilities and encourages/plans for staff to do the same

Willingly provides coverage, volunteers assistance, and maintains workflows within department as needed without direct instruction/supervision.
Works cooperatively and refrains from participating in negative conversations.
Shares knowledge and insights with co-workers in a constructive manner.
Works to solve problems and address conflicts with appropriate person directly before involving leadership or uninvolved peers.
Is considerate of others in the work environment with regard to taking breaks or meal periods, use of computer and phone, noise level in the department, etc.

Position requires a High School Diploma or Equivalent. Associate’s degree in business administration, HIM, or billing is desired. Three (3) years of experience working in a physician practice or comparable healthcare setting. Previous supervisory experience is required including experience in selecting, training and leading staff members. Intermediate level functioning in MS Office suite and EMR will be required.

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