Patient Scheduling Supervisor

Position Title

Patient Scheduling Supervisor Westwood Medical Pavilion - West

Position Summary / Career Interest:

The Patient Scheduling Supervisor may lead a team of scheduling staff that may be patient facing/administrative staff providing service to multiple clinical specialties in the outpatient settings at The University of Kansas Health System. The Supervisor is responsible for all daily operations of their scheduling team including hiring, training scheduling staff. The Supervisor, depending on department structure, may also have the responsibilities for health information management and registration team members, supervising workflow and performance to achieve set targets. The Patient Scheduling Supervisor provides direction and leadership to team by coaching individual and team performance. The Supervisor works with clinic leadership to ensure there is a seamless communication protocol. This role requires comprehensive knowledge of all job functions and supports the staffing plan as needed while modeling the highest level of customer service. Seeks out opportunities to optimize processes with Manager, collaborating with department leaders to improve communication and performance across complex clinical operations.

Responsibilities and Essential Job Functions

• Maintains expert knowledge and understanding of scheduling guidelines, patient registration, pre-certification requirements and basic levels of health insurance and billing procedures. Maintains expert knowledge of order entry and scanning capabilities as needed.
• Supervises the scheduling workflow of patients and determines the clinical appropriateness of the condition to the procedures.
• Acts as a liaison between physicians, hospital clinics, nursing personnel, residents, etc. to optimize patient scheduling and care. Lead complaint control.
• Ensures optimum staffing, oversee all personnel evaluations, recruits and orients new staff in all areas of scheduling. Maintains an organized flow of the patients scheduled, coordinates examinations in the most efficient order and performs exams in a sequence which minimizes the patient's stay in the hospital.
• Responsible for accurate scheduling/re-scheduling/cancellations of patient visits; including clinic appointments (in person and telehealth), treatments (chemotherapy and/or radiation therapy), surgeries, procedures and/or ancillary services using extensive knowledge of appointment types, locations, providers and specialties.
• Schedules infusion treatment visits with reference to the IQueue infusion software to verify coordinating block availability as needed.
• Serves as an operational resource and supports daily staffing plan needs. Uses expert knowledge to assist with coaching and training team members to workflows.
• Ensures that patients are treated in a prompt and courteous manner by staff. Informs patients of appointment delays and provides and provides appropriate patient referral information.
• Ensures compliance with regulations and standards of performance for quality care. Ensures that the organization's goals, philosophies, and objectives are optimally supported by information technology.
• Investigates scheduling defects and/or patient complaints and identifies root cause while providing service recovery. Communicates findings and recommendation to Manager to drive improvement efforts. Monitors patient satisfaction data and collaborates with inter-disciplinary leaders to improve throughput and patient experience. Escalates operational issues appropriately to Manager and collaborates on process improvement initiatives.
• Acts as lead complaint control. Handles escalated calls such as upset patients and callers requesting to speak to a supervisor/manager
• Ensures that medical records are complete, accurate, secure and readily available. Ensures that medical dictation transcription is handled quickly and accurately. Ensures timely and accurate filing of medical documents in patient charts. Ensures equipment (wallboards, copy machine, phones, workstation) are functioning and/or escalation to resolve issue.
• Provides ongoing training to team members on clinic-specific workflows using approved materials and interactive hands on exercises. Assists the training team in developing and reviewing training content for specific clinics, new hire and annual competencies, and workflows.
• Independently provides general systems consulting, systems analysis, and overall leadership related to the acquisition and use of computing systems in assigned areas. Applies in-depth knowledge of applications to ensure effective and optimal use of current applications, incorporation of refinements in applications based on organization changes or process improvements, and collaboration with senior analysts to identify and select new system solutions.
• Supports management with projects and process improvements. Manages all phases of large and small projects. Accountable for the success of projects, repairs, process improvements, and overall benefits realization.
• Attends required meetings and participates in committees as requested. Participates in professional development efforts to keep current on health care trends and practices.
• Must meet the competencies for this role before being eligible for advancement to next level scheduling role.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• High School Graduate or GED.
• Associates Degree or 4 years of progressively responsible and directly related work experience in a healthcare setting or contact/call center environment with prior lead or supervisory experience OR
• 2 years combination of experience in UKHS patient scheduling roles
• 1 or more years supervisory, team leader or senior specialist experience

Preferred Education and Experience

• prior experience in an academic or high volume, high acuity facility.

Important information for you to know as you apply:

• The health system is an equal employment opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, ancestry, age, disability, veteran status, genetic information, or any other legally-protected status. See also Diversity, Equity & Inclusion.

• The health system provides reasonable accommodations to qualified individuals with disabilities. If you need to request reasonable accommodations for your disability as you navigate the recruitment process, please let our recruiters know by requesting an Accommodation Request form using this link.

• Employment with the health system is contingent upon, among other things, agreeing to the health-system-dispute-resolution-program.pdf and signing the agreement to the DRP.

The University of Kansas Health System