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Manager, Musculoskeletal Service Line Scheduling Team

Company

Wake Forest Baptist Health
Address , Winston-Salem, 27157
Employment type FULL_TIME
Salary
Expires 2023-09-16
Posted at 8 months ago
Job Description

JOB SUMMARY:

Responsible for the management and coordination of a team of Patient Service Coordinators responsible for scheduling appointments for numerous specialty clinics. Responsible for all aspects of hiring, scheduling, and training to ensure adequate staffing to meet customer demand and comply with established service level goals and for ensuring that we provide superior customer service which will support and enhance the overall patient experience.

EDUCATION/EXPERIENCE:

Bachelor's degree preferred and five years related experience; Prior experience in a healthcare setting preferred; Prior management expertise in a call center environment preferred; Demonstrated ability to set clear and measurable objectives for team.

ESSENTIAL FUNCTIONS:

  • Directly supervises Access Center Supervisors and/or staff and assists in hiring, training, mentoring and performance of the employees
  • Work directly with clinical departments to ensure that scheduling guidelines are accurate and up to date
  • Ensure that Access Center Key Performance Indicators are monitored and reported
  • Communicate and facilitate problem resolution and escalate issues as appropriate
  • Creates procedures and standards for the Access Center to ensure efficiency and smooth operations
  • Performs telephone support when necessary; provides technical expertise; communicates and negotiates to ensure customer satisfaction
  • Perform routine Quality Assurance Audits to monitor performance of operations
  • Participates in strategic planning and goals for the Access Center
  • Serve as a Departmental resource and deal effectively with operational difficulties within the Access Center

SKILLS & QUALIFICATIONS:

  • Strong ability to interact with irate customers
  • Strong interpersonal skills; capable of relating to individuals at all levels
  • Strength in troubleshooting, problem solving, and constructively handling unexpected issues
  • Excellent communication skills, oral and written
  • Ability to stay positive in demanding situations
  • Must possess good time management and organization skills
  • Strong analytical skills

WORK ENVIRONMENT:

Fast paced call center environment