What are the responsibilities and job description for the Centralized Scheduling Supervisor position at Primecare Community Health?

Job Description

39 Paid Days Off Each Year

Position Summary

The Centralized Scheduling Supervisor is responsible for overseeing the daily operations of the central scheduling programming and ensuring efficient and effective scheduling of services across the organization. This position will direct appointment scheduling focused on continuity of care, coordinate staff training and availability, and optimize resource allocation to enhance operational effectiveness and patient satisfaction. This role requires strong leadership skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

Duties and Responsibilities

Supervise the central scheduling team by providing leadership, guidance, and support.
Train and orient new Centralized Scheduling Representative (CSR) staff.
Monitor daily scheduling activities and workflows, addressing any issues promptly.
Monitor 3CX phone queue throughout the day to ensure appropriate coverage of phones.
Use data reports to monitor and oversee daily CSR work through the following :

Provide call audits monthly on all CSR staff,

Audit patient calls to CSR staff,

Monitor ZocDoc scheduling at three clinics (YF, WT and WP) to ensure appropriate visit types, and

Ensure centralized scheduling tasks are completed timely and CSRs are providing positive customer service to patients.

Design and manage monthly CSR work schedule with the support of the Director.

Learn and trouble shoot 3CX phone system in collaboration with IT staff :

Update 3CX directory and

Ensure ability to run reports regarding any phone connectivity concerns or patient complaints and occurrences.

Understand the importance of, and motivate staff to :

Verify and update patient demographics, PCP, and other pertinent registration information,

Provide patients with pertinent information relevant to their appointment including, but not limited to : appointment time, arrival time, fasting requirements for tests, etc., and

Take detailed messages, provide accurate information to providers and staff, and route messages in a timely manner to appropriate members of the patient’s care team.

Required Skills or Abilities

4-5 years of experience working in a call center required.

Excellent communication, interpersonal, and customer service skills.

Ability to multitask and effectively manage time.

Develop and maintain knowledge about insurance information to answer patient questions.

Model PrimeCare’s mission, vision, and values .

Qualifications, Knowledge, Experience, or Licensure

Prior supervisory experience, especially in a medical setting or call center, strongly preferred.

High School Diploma or GED.

Fluent English / Spanish or English / Polish strongly preferred.

Familiarity with Electronic Medical Records (EMR) system, with Athena being preferred.

Benefits

27 days of PTO each year, accrued each pay period

3 personal days

1 floating holiday

8 paid holidays

Medical / Dental / Vision coverage available the 1st of the month following 30 days

Company-paid life, short-term disability, and long-term disability coverage

Discretionary 403(b) match and profit sharing after meeting service requirements

Flexible spending accounts

Accident & critical illness coverage

Pet insurance

Salary

All wages are based on relevant years of experience. The minimum rate is the wage that someone without any supervisory expereince in a call center will earn.

COVID vaccinations are a requirement for PrimeCare Community Health. Proof of full vaccination is required prior to the start date of employment.

PrimeCare Health is firmly committed to creating a diverse workplace and is proud to provide equal employment opportunities to all applicants . T herefore, PrimeCare does not discriminate on the basis of creed, color, national origin, sex, gender identity, sexual orientation, age, religion, marital or parental status, alienage, disability, political affiliation or belief, military or military discharge status.

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