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Appointment Center Supervisor

Company: Cleveland Clinic
Location: Fort Lauderdale
Posted on: January 16, 2022

Job Description:

Plans, organizes, directs, supervises and controls registration and scheduling in accordance with established policies and procedures. Maintains and manages productivity and customer service standards for the department. Collaborates to achieve the organizational goals. Implements goals consistent with assigned clinical and nonclinical units. Interacts with leadership, office coordinators and ancillary departments to obtain and process patient demographic, clinical and financial information.Responsibilities:Oversees the day-to-day workflow of the Appointment Center.Supervises employees in daily operations.Maintains staffing levels, approves and schedules paid time off and leave requests.Provides leadership and training. Coordinates and provides orientation, education, and training.Ensures cross coverage.Develops effective work -team.Improves procedures and processes.Encourages and supports morale building activities and positive attitudes.Communicates with employees and provides orientation on policies.Analyzes workflow and procedures.Identifies and implements opportunities to improve speed, quality and effectiveness.Monitors Symposium system consistently throughout the day to identify not ready performance, talk time outliers, idle time and system aberrations.Immediately counsels/rewards agents on substandard/superior performance.Monitors calls thorough TRACE or phone observe function to assess customer service delivery.Assigns web and EPIC MY CHART appointments and monitors pending reports.Prepares monthly progress reports on employee performance as a result of customer service monitoring and symposium statistics.Assists management in hiring and termination process.Counsels staff on performance issues using established CCF progressive corrective action policy.Works with other departments to resolve registration, scheduling, authorization and customer service issues.Orients and trains new schedulers on departmental procedures.Provides feedback to the staff and Director on staff performance.Assists with/ completes annual performance reviews.Assists management in developing policy and procedures in conjunction with other departments.Other duties as assigned.Education:Associate's and/or Bachelor's is preferred.Knowledge of supervision, training/development and public relations practices.Certifications:None required.Complexity of Work:All employees are expected to meet the standards of performance outlined in the Organizational-Wide Competencies listed below as applied to the position:World Class Service Orientation: Includes attitude, behavior, interpersonal skill, and problem solving that enable an employee to respond to internal and external customer needs and expectations in a positive manner.Adaptability: Includes teamwork and flexibility needed to fulfill job responsibilities including adapting to changes in work environment and accepting supervisory feedback.Efficiency and Effectiveness: Includes quantity and quality of desired work, as well as organization skills necessary to perform successfully.Essential Job Requirements: Includes adherence to all relevant policies, procedures, and guidelines affecting the work environment, including maintenance of required competencies and communication skills.Supervisory Responsibilities (if applicable): Includes overall accountability for assigned work group relative to operational goals, personnel requirements, and budgetary constraints.Note: The above stated duties are intended to outline those functions typically performed by individuals assigned to this classification.This description of duties is not intended to be all inclusive or to limit the discretionary authority of supervisors to assign other tasks of similar nature or level of responsibility.Work Experience:Customer service, patient registration, scheduling, insurance verification and authorization experience.Previous supervisory experience in medical office or hospital setting.Additional years of experience may offset degree requirement.Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision.Must be able to take appropriate action in a stressful environment.Physical Requirements: Requires frequent walking from department to department: requires sitting at a work-station or desk; requires standing; work may include occasional pushing and/or pulling, lifting, and carrying objects weighing up to 20 lb., such as files, documents and computer printouts.Work requires finger dexterity and eye hand coordination to operate a computer keyboard at a moderate skill level.Personal Protective Equipment:Follows Standard Precautions using personal protective equipment as required for procedures.The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our employees and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after 90 days.Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.Please review the Equal Employment Opportunity posterCleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities

Keywords: Cleveland Clinic, Fort Lauderdale , Appointment Center Supervisor, Other , Fort Lauderdale, Florida

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