Contact Center Scheduling Supervisor jobs in Phoenix, AZ

Description

Neighborhood Outreach Access to Health (NOAH) is looking for talented healthcare team members to step into our culturally diverse health centers! From Scottsdale to Glendale, NOAH provides affordable, high-quality healthcare services. Serving over 40,000 neighbors, our model of care places patients needs at the center of attention as we deliver comprehensive health services including medical, dental, behavioral health, nutrition, prenatal care, preventive health, eligibility assistance and health education programs.

Job Summary:

The Scheduling Supervisor provides leadership to the scheduling staff, high quality customer service to patients, and serves as the main point of contact for the organization.

Supervisory Responsibilities:

• Oversees the day-to-day operations and work assignments of staff.

• Provides training, advice, and direction for staff.

• Delivers regular performance feedback and constructive performance evaluations; follows established disciplinary and termination procedures as needed.

• Ensures staff adhere to and follow all organizational policies, safety standards, and healthcare regulations.

Duties/Responsibilities:

• Enforces policies, procedures, and workflows within the scheduling scope.

• Ensures high levels of customer service and accurate and timely processing of patient requests.

• Performs Registration/Scheduler and Patient Navigator duties as needed.

• Oversees the General Surgery Program or specialty programs and responsibilities, and Saturday Clinic,

• Serves as a resource for patient scheduling, medical record management, referrals, prior authorizations and software applications.

• Assists with the training of department employees, collaborates with the system trainers to ensure ongoing training within the department. Serves as a resource and assists staff with complex issues.

• Maintains current knowledge of HIPAA, Federal regulations, state regulations and hospital policy regarding admission and registration procedures and reimbursement criteria.

• Attends departmental meetings in order to enhance communications within departments.

• Manages patient flow and monitors patient wait times.

• Assists in resolving issues and conflicts efficiently.

• Promotes and provides access to care.

• Assesses and analyzes customer feedback.

• Develops and implements training and quality assurance programs for new hires and experienced employees.

• Handles absentee replacement on short notice; covers shifts as needed.

• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.

• Acts as a liaison between the customer service department and other divisions in the company.

• Attends, participates, and/or assists in meetings, trainings, community outreach activities, continuing education opportunities, and other activities as required.

• Performs other related duties as assigned.

NOAH requires all new hires to have received the first dose of a COVID-19 vaccine before their start date and be scheduled for their second dose. New hires who choose to receive the Johnson & Johnson vaccine only need one dose to fulfill this requirement. Reasonable accommodations will be considered.

Qualifications

Required Skills/Knowledge/Abilities: 

• Strong supervisory skills.

• Personality and demeanor to deal with the public and assist ill, older, or distraught patients.

• Knowledge of insurance plans and requirements.

• Knowledge of physician specialties and hospital services offered.

• Knowledge of medical terminology.

• Knowledge of compliance requirements affecting role, including HIPAA/Privacy Practices.

• Exceptional communication skills.

• Basic office skills such filing and data entry; type a minimum of 45 words per minute.

• Good organizational skills.

• Proficient with computers; Experience with word processing and computer databases required.

• Ability to exercise confidentiality, discretion, and good judgement.

• Ability to speak English and Spanish preferred.

Education and Experience:

Required:

• High School Diploma or GED.

Preferred:

• Associate's degree.

• 3 years of healthcare related customer service, scheduling, registration, or relevant experience.

• 2 years of training and/or leadership experience.

Other Requirements:

• New Hires are required to pass pre-employment background check and drug testing (effective 11/1/2022).