Shared Services Manager

At Urology Austin, our mission is committed to improving the lives of patients and their families through compassionate, quality, and ethical care.

In choosing a career with Urology Austin, you are choosing to improve the lives of patients and their families through a collaborative team-driven approach in an innovative, quality-driven, community-based setting. Better Medicine. Better Care.

Job Summary:

The Shared Services Manager is a critical leadership role responsible for overseeing the operations of the triage and surgery scheduling teams. This role is pivotal in ensuring smooth patient flow, exceptional service delivery, and optimized resource allocation. The Manager will lead a hybrid team (in-person and remote), foster collaboration, and drive performance in alignment with the organization’s goals. Success in this position requires strong leadership, operational excellence, and the ability to communicate and coordinate across departments and systems. This is also an opportunity for an experienced leader to refine and create efficient processes, take full ownership of their department, and leverage their expertise to shape how care is delivered through scheduling and triage excellence.

Role Qualifications:

• Registered Nurse (RN) license in good standing (required); Bachelor’s degree in nursing (BSN) preferred
• 3–5 years of experience in a healthcare management or leadership role (required), with experience in a urology or surgical setting strongly preferred
• Demonstrated ability to lead and develop high-performing, hybrid clinical and administrative teams
• Strong working knowledge of medical terminology, clinical workflows, scheduling systems, and insurance verification processes
• Excellent communication, problem-solving, and interpersonal skills, with a collaborative and patient-centered mindset
• Proficiency in Electronic Health Records (EHR) systems, scheduling platforms, and virtual collaboration tools
• Familiarity with centralized scheduling models and a data-driven approach to operations and decision-making
  
  

Responsibilities and Duties:

Team Leadership and Development

• Provide daily leadership and guidance to both in-person and remote team members
• Recruit, onboard, and train staff using both virtual and in-person methods
• Conduct performance evaluations and coaching sessions
• Promote team engagement, communication, and cohesion across hybrid settings
• Address performance issues constructively and proactively
  
  

Operational Management

• Oversee day-to-day triage and scheduling workflows
• Develop and maintain efficient protocols
• Monitor and analyze KPIs: patient access, response times, scheduling accuracy, etc
• Identify and implement continuous improvement initiatives
• Prepare and present monthly operational reports to leadership
  
  

Patient Care & Communication

• Ensure timely and professional handling of all patient inquiries
• Maintain patient confidentiality and privacy
• Serve as an escalation point for complex or sensitive issues
• Collaborate with providers to support a patient-centered experience
  
  

Compliance & Quality Assurance

• Ensure compliance with HIPAA and other regulatory standards
• Develop and oversee QA processes for triage and scheduling
• Maintain documentation accuracy
• Stay up to date with insurance and coding requirements
  
  

Collaboration & Cross-Departmental Communication

• Partner with clinic managers to align triage and scheduling with clinic operations.\
• Liaise with the Centralized Scheduling Service to ensure seamless coordination
• Participate in departmental and cross-functional meetings
• Use tools like video conferencing and project management platforms to maintain communication across teams
  
  

Physical Demands and Work Environment

The physical demands described here are representative of those required for an employee to successfully perform the essential functions of this job. Reasonable accommodation may be provided for individuals with disabilities.

• Requires sitting and talking on the telephone for extended periods
• Requires corrected vision and hearing within normal range
• Requires an outgoing and friendly personality for effective interaction with internal and external parties
  
  

What Success Looks Like in the First 90 Days

• Build trust and rapport with team members and cross-functional partners
• Conduct a transparent assessment of departmental challenges, workflows, and communication gaps
• Collaborate with leadership to set realistic goals for performance, patient satisfaction, and team cohesion
• Begin refining key triage and scheduling processes for clarity, efficiency, and consistency
• Establish clear communication rhythms with leadership and stakeholders to ensure alignment and accountability
  
  

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