Supervisor, Central Scheduling, Full Time, Days, 9am-5pm, Morristown, NJ

Summary:
The Central Scheduling Supervisor is responsible for overseeing the daily operations of the Central Scheduling team to ensure efficient, accurate and patient-centered scheduling services. Provides leadership, guidance and support to the Team Lead, Scheduler II and Scheduler I team members, ensuring adherence to AHS standards, performance goals and customer service excellence.
-
Monitors contact center activity, manages staff schedules, conducts quality audits and implements process improvements to optimize access and scheduling for our patient population.
-
Collaborates with ancillary clinical, administrative, technical and administrative teams to resolve scheduling challenges, streamline workflows and support strategic initiatives.
-
Fosters a positive team culture focused on continuous learning, accountability and delivery excellent patient service.
Job Duties:
-
Supervise staff on day-to-day assignments and completion of all expected work including:
-
Supervising daily operations, ensuring timely and accurate handling of calls, scheduling requests and inquiries.
-
Developing and maintaining team schedules to ensure adequate coverage during peak hours and high-demand periods.
-
Provides direct supervision, coaching, and performance feedback to team.
-
Conducting quality call audits and monthly team evaluations to ensure compliance with policies and service standards.
-
Assisting with training and onboarding of new staff and ongoing skill development for existing staff.
-
Ensuring we meet Contact Center KPIs and POS cash collection goals.
-
Builds trust and motivates staff in efforts to maintain a high performing team capable of setting priorities and making sound judgments.
-
Generating performance metrics reports inclusive of operational KPIs, team member productivity and quality measures.
-
Escalation and troubleshooting to support operations
-
Completes interviews and hiring, as required, to ensure team is fully staffed.
Cross coverage of all departmental assignments and assisting with projects as required
Required:
-
Associate degree or equivalent in certification
-
3-5 years prior experience of Scheduling and/or Contact Center workflows will be considered in lieu of Associate degree
-
All legally/reasonably expected certifications needed for function and level
Preferred:
-
Applicable experience as a Centralize Scheduling, Patient Access or Authorization Specialist Representative.
-
Experience in Contact Center Healthcare operations