DEPARTMENT: SCHEDULING CENTER
SUPERVISOR'S TITLE: Director, Scheduling Center
TITLES SUPERVISED: Lead Scheduling Agents, Senior Scheduling Agents, Scheduling Agents, Aides, Operations Support Specialists
COLLABORATIVE RELATIONSHIPS: Divisional Staff, Business Directors / Managers, Clinical Staff, Access Services Leadership, Business Analysts, Human Resources NUMBER OF FTEs DIRECTLY SUPERVISED: 15 - 30
PURPOSE OF POSITION: To manage the daily operations of the Scheduling Center and to assist in the planning, design, measurement, assessment and improvement of pre-registration and scheduling to achieve the departments strategic plans and goals.
Select, develop, motivate, counsel, access performance and discipline reporting personnel. Establish goals, appraise employee performance, and coach staff to achieve individual and departmental goals. Maintain accurate personnel files, document performance issues and discussions, and complete the performance management process including maintaining current position descriptions. Ensure orientation, in-service training and continuing education is provided to achieve the desired level of performance. Develop staff to critically think to independently resolve issues as they arise. Act as a liaison with Human Resources and Payroll. Processes payroll for staff with accuracy and in a timely manner.
Manage the day-to-day operations, utilizing staff in the most efficient manner possible and work with the other Operations Managers to ensure timely and high quality task completion and effectively distribute work across staff. Ensure adequate staffing and resources are used to deliver services. Ensure departmental goals for call answer time, quality and productivity standards are met or surpassed. Develop, maintain and implement processes and performance metrics for measuring and assessing productivity and services. Communicate results and plan improvements. Evaluate systems and technology for the call center. Apply appropriate technology to processes as required to improve efficiency, accuracy and consistency in operations. Demonstrates fiscal and operational accountability. Participates in the annual budgeting process and maintains payroll budget for assigned staff. Manages overtime expense.
Create and disseminate quarterly divisional reports and weekly agent statistics. Create monthly team productivity reports and other required communications. Interact and work collaboratively with business and operational leaders of divisions to ensure scheduling services are satisfactory. Attend quarterly meetings with divisions.
Identify trends, determine root cause and provide resolution to completion in a timely manner. Manage complex issues, provide resolutions, make critical decisions, and serve as a resource to staff. Act as the expert for assigned divisions, working with Leads and other Managers to resolve any issues or concerns.
Ensure staff provides outstanding customer service and satisfies the caller's request each and every time. Manage the survey requirements for assigned divisions and ensures team meets departmental goals for survey completion. Build and maintain constructive/effective relationships with all internal and external customers.
Evaluate work performed by employees to maintain quality, quantity and accuracy of the work completed by Scheduling Center Agents.
Plan and implement departmental projects and participate in Medical Center projects as needed. Develop project plans and schedules to ensure timely completion. Coordinate activities of project team, identifying appropriate resources needed. Refine scope of work and manage change control process. Prepare status reports and presentations for department leadership. Track action items and open issues log.
Skills & Competencies
·Coaching and Development
Accurately assessing others' strengths and developmental needs; giving informative and constructive feedback in a manner that enhances others' motivation; providing challenging assignments and opportunities for development; helping others overcome setback
Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself
Professional knowledge and ability sufficient to effectively carry out the responsibilities of the position
Demonstrated leadership and management skills
·Systems - Intermediate
Proficient in systems relevant to the field
Demonstrates an independent work initiative, sound judgment, diplomacy, tact and professional demeanor
·Analysis - Basic
Analytical ability sufficient to evaluate data, make judgments and recommendations
Using inductive and deductive reasoning to formulate general rules or principles and apply them to work; identifying flaws in logical reasoning; understanding complex conceptual relationships; accurately detecting underlying themes or patterns in data
Excellent verbal, written and/or interpersonal communication skills
Proven fiscal responsibility
·Bachelor's degree in related discipline OR Equivalent
·1 year of professional experience Preferred:
·Two years experience in a call center Prior operational and supervisory experience