Supervisor Central Scheduling - CMH Central Scheduling

General Responsibilities

• Coordinate day-to-day Central Scheduling call center operations and staff; Oversees services that span primary care, specialists, and hospital ambulatory for all regions across region as central scheduling expands.

• Possess in-depth knowledge of and provide operational support for tasks and job functions performed in areas of responsibility, including protocols, processes, policies, and procedures to ensure effective integration with Carle Health system-wide operations.

• Supervise assigned call center scheduling staff including Central Scheduling Specialists, Quality Reviewers, and support staff. Is on call to the central scheduling team for the after-clinic hours services.

• Coordinates scheduling, registration, electronic insurance eligibility and multiple clinic work queues, some of which may be clinical in nature. Responsible for coordinating the management of these workflows and queues between Central Scheduling and the Primary Care and Specialty clinics across all regions in the system.

• Provide leadership within the call center setting in order to ensure effective, efficient office operations, optimizing performance and continually improving quality of the scheduling interaction in a vastly changing health care environment.

• Assists in developing and delivering training, ongoing staff development, and quality review programs. Assists in providing oversight of the programs and the development of continuous quality improvement initiatives. Participates directly in delivering existing and new programs as needed.

Operational/Clinical Results

• Responsible for delegated accountability of department metrics including adjusting staffing levels and providing on call duties as assigned by the manager.

• Integrate call center deliverables with the clinical team(s) across Carle Health clinics and health system to enhance the patient experience.

• Perform other duties as requested by the organization's management team and the providers to support the smooth and effective operations of the office.

Financial Results/Budget Responsibility

• Manage controllable expenses as assigned.

• Provide information to support budgeting process as requested.

Employee/Physician Relations/Performance and Talent Management

• Establish effective mechanisms of communication with staff, providers and patients to foster an environment of openness, trust, team work and staff development. Schedule, conduct, and complete follow-up for monthly staff and department meetings.

• Act as a liaison between clinical administrators, providers, the call center staff and the organization's leadership team to achieve effective communication and optimal operational processes.

• Balance team and individual responsibilities; be open and objective to other's views; give and welcome feedback; contribute to positive team goals; and put the success of the team above own interests.

• First line decision maker with respect to employee relations situations and patient/customer service recovery; informing appropriate the call center management team of all employee situations and partnering with appropriate organizational leaders on high level employee situations.

• Take the leadership role in times of disaster to secure the safety of staff, patients, visitors, the facility and protected health information when possible.

Problem Solving/Decision Making

• Follow and promote adherence to protocols and policies in decision making.

• Develop and maintain new protocols and policies for the central scheduling call center staff.

• Identify and resolve day-to-day issues related to position of oversight.

• Seek guidance from call center manager as needed.

Culture

• Create a culture of innovation, learning, teamwork and professional practice, consistent with the mission, vision and values of the organization.

• Be the example for all Carle Health staff.

• Show respect

• Be positive

• Be solutions oriented

• Be accountable to all staff and customers

• Grow personally and grow staff and make people and relationships better.

Compliance

• Maintain compliance with CLIA, OSHA, Safety and Risk Management guidelines.

• Maintain regular and consistent attendance at work.

• Maintain compliance with Personnel policies and procedures.

• Monitor all environmental conditions in order to secure protected health information.

• Behave in a manner consistent with all Corporate Compliance and HIPAA policies and procedures.

The Central Scheduling Supervisor is responsible for the coordination of day-to-day Call Center operations for the Carle Health system-wide Central Scheduling call center practice, and monitors the activities of all components of office operations to ensure the call center meets its objectives.

The Central Scheduling Supervisor reports directly to the Manager Central Scheduling and advises and seeks alignment from the organization's leadership team(s) required to integrate, coordinate and manage the activities of the call center in support of system-wide multi-disciplinary appointment scheduling and medical support services.

Central Scheduling provides integrated support for a wide range of services to the overall

Carle Health System, affiliates and clinics.