What are the responsibilities and job description for the Scheduling Supervisor position at PT Solutions?
Under the direct supervision of the Call Center Manager, the Call Center Supervisor is responsible for directing, supervising and coordinating the call center staff and activities at PT Solutions designated Practice sites to ensure all appointment calls are handled in a timely courteous manner.
Essential Functions
- Manages daily operations of the call center.
- Exudes positive, helpful attitude to patients, personnel and physicians.
- Administers clinic policies and procedures in a consistent and timely manner and is consistent with PT Solutions mission, vision and values.
- Monitors phone queues through the day to ensure optimal coverage.
- Supervises the Centralized Referral Coordinator Department
- Trains and mentors new employees.
- Responsible for General Call Center staff to include hiring, timecards, reviews and disciplinary actions.
- Assures that appropriate / adequate staff is within the Call Center
- Works with other Practice Sites to share staff for coverage to minimize OT and PRN utilization.
- Coordinates with Human Resources and Call Center Managers for recruiting, hiring, orientating, training, evaluating and disciplining, when necessary, of Call Center
- Enhances employee morale through activities that foster a spirit of engagement, accountability and teamwork within the team that foster a sense of being a part of the PT Solutions team.
- Supports employee development and Practice growth through corporate in-services, appropriate seminars and classes with the approval of the Practice Administrator and or Director of Clinic Operations.
- Attends required meetings and participates in committees as requested.
- Maintains the strictest confidentiality in all aspects of work, including patient and personnel.
- Participates in professional development activities to keep current with health care trends and practices.
- Other duties to assist other employees in the execution of their duties in order to ensure no disruption in service or patient flow.
- Responsible for ensuring the highest level of customer service, cultural development and ensuring the advancement of the centers of excellence.
- Responsible for answering incoming calls from healthcare providers and patients while ensuring a high level of professionalism and phone etiquette.
- Uses appropriate judgment and decision-making in the appointment process.
- Monitors and ensures the average call monitoring score meets or exceeds quality standards.
- Responsible for other duties as assigned by the Call Center Manager
Required Skills & Abilities
Required Credentials
