Facility: 1800 Parkway Center

Job Summary: The Medical Imaging Scheduling Supervisor functions under the direction of the scheduling Manager and Diagnostic Outreach VP. Provides outstanding customer service to customers in a fast-paced busy environment. Drive system wide volumes by overseeing the staff scheduling Medical Imaging appointments via inbound and/or outbound telephone calls or in person. Responsible for organizing department workflow to achieve goals and meet objectives. Daily monitoring of Quality and Productivity standards and other Key Performance Indicators. Excellent working knowledge of our systems, their capabilities, and trouble shooting when concerns or needs arise. Assist with supervising the daily activities in the scheduling departments. Help lead PI initiatives for the department. Responsible for planning, implementing, testing, education, and training and support of our systems. Identify issues and bring problems to resolution in a timely manner. Handle physician office, hospital/imaging center and patient complaints in a professional and timely manner. Responsible for hiring, retention, and employee engagement of direct reports. Perform 6 month and yearly evaluations. Document errors and provide counseling as needed. Approve PTO, update KRONOS as needed and approve staff time cards. Participate in panel interviews as needed. Knows the existing lines of communication and authority, handles communications properly, and is dependable and cooperative. Ability to motivate individuals and teams. Must be flexible with work hours to meet department needs. Core Responsibilities and Essential Functions: Administrative Duties - Meetings including, but not limited to, Bi-monthly Scheduling Departmental meeting, training sessions, Scheduling team meetings, Employee Engagement Team meeting, periodic Town Hall meetings and other meetings as assigned. - Time and Attendance reporting (Kronos), Ordering supplies - Responsible for approvals and denials of vacation requests in Smart Square. - Assign and delegate work, break and lunch assignments to staff. - Provides monthly reports as defined by management in an accurate and complete state. - Correcting scheduling errors as identified and completing error forms as needed. - Monitors complaints/errors/denials within the department. - Writing, editing and annual review of Scheduling Department policies and procedures - Must be flexible with work hours to meet departmental demands. - Assist with schedule changes and blocking of schedules - Assists in other Departmental areas as needed - Observe the guidelines of the Scheduling Policy Procedure when communicating and preparing training agenda - Monitor Schedule Order work queues, adjusting assignments as needed - Acts in a way that demonstrates deep personal integrity and serves as a positive example. Team Management - Facilitates training of new employees and assures proper documentation of training - Distributes education/policy and procedure documents to employees - Meets with employees to discuss Scheduling discrepancies/Complaints - Meets with employees to conduct counseling and or disciplinary proceedings - Prepares and presents to employees their annual Employee Evaluations - Prepares, distributes and grades all staff competency testing for the department - Assists in the interview process of all new hires - Hold staff accountable for their actions - Review and hold staff accountable to the department dress code. - Deliver Performance Improvement Plans to staff not meeting departmental productivity goals. - Updates staff to any changes in policies and/or workflow Customer Focus and Communication - Daily rounding with staff to ensure employee engagement. - Ability to interact respectfully with co-workers, patients, referring office staff in a friendly, personable and professional manner - Promote positive working relationships with co-workers, Team Leads, Supervisors and Managers. - Assists other areas when needed - Flexible with hours to meet department needs - Understands existing lines of communication and authority, handles communications properly and is dependable and cooperative - Meets Service Recovery and Customer Service guidelines as needed - Initiate escalation process if authorization cannot be obtained. - Views oneself as a reflection of the organization by following through on commitments and accepting ownership of any mistakes he/she might make. - Work collaboratively with the team to determine areas of optimization and develop solutions - Takes responsibility for own actions, including the impact of those decisions on patients and others. Quality Assurance, Performance Improvement, Safety and Regulatory - Maintains QA, PI, Safety and Regulatory records - Serves as Continued Survey Readiness and Performance Improvement Representative and attends pertinent meetings and classes - Investigates, reviews, and responds to Scheduling Discrepancies/Complaints - Works with Quality Assurance Analyst to design and modify score cards as needed.maria Required Minimum Education: High school diploma Required or equivalent. Required Required Minimum License(s) and Certification(s): All certifications are required upon hire unless otherwise stated. Additional License(s) and Certification(s): Required Minimum Experience: Minimum 1 year experience in scheduling with proven leadership and working knowledge of Scheduling. Required and Minimum 1 year of customer service related experience Required and Healthcare related experience Preferred and Minimum 1 year experience in a leadership position and/or college degree preferred, with proven ability to mentor and teach Required and Minimum 1 year of call center experience. Preferred Required Minimum Skills: Strong verbal and written communication skills, basic typing and data entry experience. Medical Terminology preferred. Strong customer support and service skills with a customer focused attitude. Excellent personal organizational skills and self discipline. Ability to multi-task. Project a professional image. Relates to all kinds of people. Builds appropriate rapport. Builds constructive and effective relationships. Able to deliver messages/opinions tactfully. Able to diffuse high tension situations comfortably. Able to define difference between a working and personal relationship. Perform in a way that builds trust and credibility with staff, co-workers, and leaders. Holds self and others accountable for work performed. This position requires a high level of attention to detail and a low error rate, as the consequences of even a minor mistake can be significant for patients and providers. In addition, this position requires regular, reliable attendance