SCHEDULING SUPERVISOR – TELECOM/USF AREA

The Call Center Supervisor is responsible for assisting the Call Center Manager in the day-to-day operations of the Call Center, which includes the Scheduling Department and Switchboard Operators. This position serves as the primary back-up to the Call Center Manager in their absence. They monitor real-time scheduling call queues to ensure staff adherence to agent status and release codes. They monitor calls and conduct regular feedback sessions with staff. They ensure that all incoming communications via email, Athena clinical inboxes, etc. are responded to in a timely manner. They are the first point of contact for escalated customer concerns and are responsible to see them through to resolution.

Key Responsibilities:

• Acts as a subject matter expert for all systems, policies, and standards of procedures for the call center.
• Handles calls during periods of high call volume; maintain the expectations of the department
• Accepts escalated calls from staff and takes ownership of resolution
• Responsible for analyzing Provider’s scheduling templates
• Meets with Providers to discuss recommendations for template revisions
• Serves as a backup for monitoring all clinic change form requests in queue to ensure they are handled appropriately and in a timely manner.
  • New template builds
  • Template changes
  • Clinic cancellations
  • Clinic additions
  • Template freeze/unfreeze requests
• Answer VIP line calls if Leads are unavailable
• Conduct candidate interviews with the Manager to ensure department is fully staffed with well qualified individuals.
• Creates and revises the Scheduling and Operators training manuals.
• Schedules training for new hires and ensures employee is properly training before being released to work remotely.
• Submit tickets to the Informatics team for any identified scheduling platform issues
• Assists manager with policy and procedures creation and revisions
• Create and send weekly leave early and duty rotation to staff
• Reviews scheduling monitor report daily, send out corrections, log errors
• Oversight of the daily operations, coaching and counselling of the call center staff to include the following:
  • Ensure the department is meeting/exceeding call center productivity standards and communicate this information during one on ones
  • Conduct monthly one on ones with each Scheduler
  • Ensure appointments are scheduled following Physician and FOI protocols
  • Monitor calls for each staff member to ensure they are providing world class customer service, and provide staff with timely feedback
  • Monitor the team email inbox and ensure all emails received from other departments are responded to same day or within 24 hours if received after hours or on the weekend
  • Document all coaching discussions with staff members on the leadership’s employee coaching log
  • Respond to questions in the group chat
  • Monitor real time dashboard
• Approves PTO and Timecards
• Sends daily volume email to CEO and Clinic Services Director in the morning Records unscheduled absences
• Completes scheduling metrics dashboard
• Assure compliance with all company plans, policies and procedures set forth by the Florida Orthopaedic Institute
• All other duties as assigned.

• Associates Degree or 2 years equivalent experience as a Medical Call Center Supervisor in a medical environment preferred
• Microsoft Office Suite proficiency (word, excel, PowerPoint, outlook)