This opportunity is part of the NEW Med Center Health Contact Center. Med Center Health is launching a centralized Contact Center that will serve as a single point of contact for patient scheduling, insurance authorization, and financial clearance services. This innovative approach will simplify the patient journey, improve access to care, and enhance the overall patient experience.
Position Summary
The Physician Scheduling Supervisor is responsible for supervising staff and overseeing the daily operations of centralized physician scheduling services. This position manages staffing schedules, reviews and approves time cards, monitors attendance, and ensures appropriate staffing coverage to support timely patient access and efficient appointment management. The Physician Scheduling Supervisor coordinates scheduling workflows, monitors call center performance, supports adherence to scheduling standards, and assists with resolution of complex scheduling issues and patient concerns. This position collaborates with physician practices, operational leaders, and other stakeholders to optimize scheduling processes, improve access to ambulatory services across Med Center Health, and enhance the overall patient experience.
Minimum Qualifications
- Two years of experience in healthcare scheduling, patient access, contact center operations, or a related healthcare field required.
- Supervisory or leadership experience preferred.
- Knowledge of healthcare scheduling practices and patient access operations.
- Knowledge of ambulatory workflows and provider scheduling concepts preferred.
- Strong analytical, organizational, and problem-solving skills.
- Ability to interpret operational data and identify improvement opportunities.
- Strong communication and interpersonal skills.
- Ability to coordinate activities across multiple departments and physician practices.
- Proficiency with Epic and other healthcare information systems preferred.
Key Responsibilities
- Oversees daily physician scheduling operations to support timely patient access and efficient appointment management.
- Supervises scheduling staff by providing direction, coaching, training, work allocation, performance feedback, and support to ensure departmental goals and service expectations are met
- Manages staff schedules, reviews and approves time cards, monitors attendance, and ensures appropriate staffing coverage to support daily call center operations.
- Monitors scheduling work queues, inbound and outbound call volumes, service levels, call handling, productivity, and operational performance metrics.
- Evaluates scheduling processes and recommends improvements to enhance access, efficiency, accuracy, and patient satisfaction.
- Collaborates with physician practices to support scheduling accuracy, provider template utilization, appointment availability, and access standards.
- Assists with resolution of complex scheduling issues, patient concerns, provider office inquiries, and operational escalations.
- Monitors scheduling quality and staff adherence to established scheduling protocols, call center procedures, and customer service expectations.
- Coordinates implementation of scheduling workflow changes, call center procedures, provider template updates, and operational initiatives
- Analyzes scheduling trends, appointment utilization, call center activity, access metrics, and service performance to identify opportunities for improvement.
- Supports reporting and analysis related to scheduling performance, productivity, staffing coverage, service levels, and operational outcomes.
- Promotes effective communication among scheduling staff, physician practices, operational leaders, and other stakeholders to support consistent scheduling practices.
Ensures scheduling activities are conducted in accordance with organizational policies and established scheduling standards.
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Location: Med Center Health · CHC Financial Clearance
Schedule: Full Time, Day Shift
