Job Description

Job Location: Eastover - Charlotte, NC 28204Job Supervisory Responsibilities: Patient Attendants

General Summary: An exempt position responsible for providing supervision to patient attendants and serving as back-up support. Works closely with clinical site managers and physicians to ensure physician/clinician and patient needs preferences are met.

Essential Job Responsibilities:
- Oversees the duties and functions of the scheduling and switchboard staff including participating in their hiring, training, and evaluation to ensure scheduling policies and processes are carried out with accuracy, timeliness and confidentiality.
- Work closely with vender on appointment reminders.
- Work closely with vender on phone system, and phone monitoring software.
- Work with Marketing Representative to strengthen relationships with PCP practices and obtain helpful feedback.
- Maintains translations calendar and assigns staff or orders translators for appropriate staffing agencies.
- Works with clinical services management staff to ensure scheduling procedures are meeting practice needs.
- Receive monthly totals on patient data entry errors by the other business services staff. These will be given and discussed with scheduling or FD staff for correction
- Acts as resource and provides resolution for appointment schedulers when they encounter patient issues such as customer complaints or physician dissatisfaction with appointments.
- Produces and maintains reports on appointment patterns including incoming and outgoing call volumes, referrals, cancelation, trends, complaints, errors, and outcomes and analyzes results. Makes recommendations about improvement opportunities.
- Work as a team player and be willing to assist staff in their daily duties to assist their team in providing good efficient patient care when staff are out or reassigned.
- Update and maintain revisions to the scheduling procedure manuals in coordination with the Director.
- Contact answering service to advise of updates and closings as well as contacting the answering service to retrieve messages
- Hold regular staff meetings and collaborate with other departments as necessary to contribute to efficient work flow.
- The supervisor will also be directly responsible for performing a number of general supervisory tasks, such as monitoring staff  attendance and performance, preparing performance reviews, and keeping the Director properly informed on all staffing issues and working with the director to achieve departmental goals
- Acts as a liaison between staff and director to ensure that quality services are provided at all clinic locations.
- Ability to adapt to policy/billing procedure changes
- Limited travel required
- Other duties as assigned.

QualificationsEducation: High school diploma; associate’s degree preferred.

Experience: Minimum three to five years of scheduling experience, with one year of experience in a clinical setting, preferably a medical practice.

Other Requirements: None
Performance Requirements:
Knowledge:
- Knowledge of medical practice protocols related to appointment scheduling.
- Knowledge of medical terminology for interpreting physician instructions and patient needs.
- Knowledge of confidentiality requirements related to patient information.
Skills:
- Skill in training new appointment schedulers about medical practice scheduling system.
- Skill in evaluating scheduler performance and correcting performance deviations.
- Skill in serving as resource to schedulers with questions or issues and about the computerized system.
Abilities:
- Ability to communicate instructions clearly.
- Ability to collaborate with all levels of clinicians and staff to meet needs.
- Ability to analyze data reports and make recommendations for improvement.
Equipment Operated: Standard office equipment with emphasis on telephone and computer hardware/software.

Work Environment: Medical office, well lighted, well ventilated. Rare contact with patients.
Mental/Physical Requirements: Mostly sedentary. Some walking, bending, and reaching. Repetitive use of computer may lead to nerve damage without ergonomic measures. Occasional stress from dealing with patients with appointment issues.