What are the responsibilities and job description for the Scheduling Manager position at Peak ENT Associates?
Position Overview:
Peak ENT Associates—the largest and fastest-growing ENT practice in Utah County—is seeking an enthusiastic, experienced Scheduling Manager to lead our exceptional scheduling team. We are on a mission to deliver the best patient experience possible and build the best scheduling department in the world. If you are passionate about leadership, patient service, and creating a high-energy, positive team culture, we want to meet you!
What You'll Do:
Culture Building & Team Leadership
- Create a supportive, high-energy, and inspiring work environment.
- Lead by example, fostering collaboration, innovation, and patient-first values.
- Recognize and celebrate team wins; motivate through positivity and shared success.
- Drive an environment where everyone loves what they do—and it shows.
Operational Excellence
- Manage scheduling queues, ensuring same-day responses to texts, chats, emails, and voicemails.
- Ensure all patient referrals are contacted within one hour and followed up throughout the day.
- Track and analyze KPIs to ensure peak efficiency and service quality.
- Implement process improvements to continually raise the standard of scheduling operations.
Coaching & Quality Assurance
- Conduct regular quality assurance (QA) reviews (5 per agent weekly).
- Provide real-time feedback and mentoring to elevate individual and team performance.
- Handle escalated patient calls with professionalism and care.
Team Development
- Recruit, hire, and onboard outstanding scheduling staff who align with our mission and culture.
- Hold regular one-on-ones to support professional growth and maintain high engagement.
- Be a go-to resource for scheduling best practices and issue resolution.
Software Optimization & Process Improvement
- Collaborate with IT and administration to continually optimize scheduling systems.
- Stay current on technology updates and industry best practices, recommending enhancements as needed.
Administration & Tracking
- Maintain records of team performance, incentives, and career development activities.
- Assist with performance evaluations and strategic planning for scheduling operations.
What You Bring:
- Proven leadership experience in scheduling, call centers, or patient access management.
- Passion for building a thriving, positive team culture.
- Strong analytical skills and the ability to make data-driven improvements.
- Excellent communication, coaching, and problem-solving abilities.
- Experience with scheduling software optimization and process enhancement.
- A commitment to delivering an outstanding patient experience at every touchpoint.
Why Peak ENT?
- We are a fast-growing, patient-centered practice with locations across Utah County.
- We believe in building each other up and celebrating both personal and team wins.
- We offer competitive pay, full benefits, and a collaborative, fun environment where you can thrive and grow.
