Scheduling Manager NOAH Dreamy Draw

Overview

HonorHealth is a non-profit, local community healthcare system serving an area of 1.6 million people in the greater Phoenix area. The network encompasses six acute-care hospitals, an extensive medical group, outpatient surgery centers, a cancer care network, clinical research, medical education, a foundation and community services with approximately 12,300 employees, 3,700 affiliated physicians and 3,100 volunteers.

 

Neighborhood Outreach Access to Health (NOAH) is looking for talented healthcare team members to step into our culturally diverse health centers! NOAH is a federally qualified healthcare center (section 330 grantee) that provides affordable, high-quality outpatient healthcare services to Maricopa County. Our integrated model of care places patients’ needs at the center of attention as we deliver comprehensive health services including medical, dental, psychiatry, counseling, nutrition, prenatal care, preventive health, eligibility assistance and health education programs. With 9 healthcare centers throughout Maricopa County, we are a premier source for high quality healthcare.

HonorHealth was formed by a merger between Scottsdale Healthcare and John C. Lincoln Health Network. HonorHealth’s mission is to improve the health and well-being of those we serve.

Responsibilities

Job Summary
This position maintains direct responsibility for the efficient coordination of all activities related to centralized scheduling, referrals and medical records, including managing staffing and budget. Maintains direct responsibility for daily fiscal, quality, personnel and patient care issues for Centralized Scheduling. Responsible for maintaining patient records related to physician referrals, History and Physicals, and other results as related to scheduled exams through coaching and training staff on best practices.

• Manages centralized scheduling staff. Plans, establishes, and reviews work schedules to meet department and budgetary targets. Interviews, selects, and hires personnel. Initiates changes in classification, salary action, promotion, demotion, transfer and termination. Addresses employee problems and administers appropriate disciplinary action. Monitors call queue is adequately staffed. Reassigns staff to different queues based off business need.
  
• Responsible for ensuring all PEC scheduling staff is up to date on best practices, policies and procedures. Ensures that patient satisfaction is maintained by monitoring/scoring PEC scheduling representatives calls and sharing feedback in weekly check ins with staff’s direct supervisors.
  
• Proactively oversees and monitors scheduling activity to identify opportunities for increased resource utilization (room, staff, and time), and to ensure compliance with established scheduling policies, procedures, and guidelines. This includes implementation of assigned physician block and reporting of physician block time assignment and utilization. Reviews staff performance for efficient and accurate scheduling and quality of customer service to patients. Reports regularly on centralized scheduling key performance indicators and corrects variances from goals. Collaborates with the Practice Manager on weekly basis to share fill rates for their providers and to develop strategies to ensure adequately filled provider schedules.
  
• Collaborates with Patient Financial Services and registration departments. Provides outreach customer service and training to offices and scheduling departments.
  
• Manages monitors and improves staff productivity and quality of service through phone reports, key performance indicator metrics, fax report, audit reporting and process improvement initiatives.

Qualifications

Education
Bachelor's Degree or 4 years' work related experience Required

Experience
2 years in a leadership position in a Call Center Required
2 years In a leadership position in a call center supporting a health center Required

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