Job Description

• Supervise the day-to-day operations of FRC's centralized scheduling team.
• Monitor scheduling workflows, call volumes, queue management, and service levels to ensure efficient patient access.
• Partner with imaging center leadership to maximize appointment availability and optimize schedule utilization across modalities and locations.
• Serve as the primary escalation point for complex scheduling issues and patient concerns.
• Assist with scheduling activities as needed to support departmental workload and service expectations.

• Conduct ongoing quality assurance reviews of scheduling calls and interactions.
• Provide coaching, education, and performance feedback to scheduling staff based on call monitoring and workflow observations.
• Ensure scheduling accuracy, regulatory compliance, and adherence to departmental protocols.
• Monitor daily scheduling reports to identify and resolve errors, inconsistencies, and potential patient-impacting issues.
• Promote a culture of accountability, customer service excellence, and continuous improvement.

• Train, mentor, and develop scheduling staff to ensure consistent performance and professional growth.
• Partner with Human Resources and department leadership on recruitment, onboarding, performance management, and employee engagement initiatives.
• Coordinate ongoing education and retraining efforts to support evolving scheduling processes and healthcare requirements.
• Ensure team members remain knowledgeable about scheduling procedures, insurance requirements, and patient service standards.

• Maintain and oversee scheduling templates, exam configurations, provider information, and location data within the RIS scheduling platform.
• Ensure scheduling resources and search tools are accurate and optimized to support efficient appointment booking.
• Analyze operational trends and workflow data to identify opportunities for increased efficiency and improved patient satisfaction.
• Collaborate with leadership on process improvement initiatives and operational enhancements.

• Maintain a working knowledge of insurance eligibility, referral requirements, and authorization processes.
• Guide staff in verifying payer participation and interpreting insurance eligibility information accurately.
• Collaborate with the Preauthorization team to ensure a smooth patient experience and timely exam scheduling.
• Support communication between patients, referring providers, and insurance carriers to resolve scheduling-related issues.

• Lead a highly engaged and customer-focused scheduling team.
• Improve scheduling accuracy and reduce patient-impacting errors.
• Enhance patient access through efficient workflow management and schedule optimization.
• Maintain high service standards and call quality across the department.
• Foster a culture of continuous learning, accountability, and operational excellence.

• High school diploma or equivalent.
• 3-5 years of progressive experience in healthcare scheduling, patient access, call center operations within Fairfax Radiology Centers
  • Would also consider someone within FRC with a clinical background as a technologist or healthcare professional transitioning into healthcare operations leadership.
• Previous supervisory, lead, trainer, or team leadership experience, or demonstrated readiness for leadership responsibilities.
• Strong knowledge of patient scheduling workflows, customer service principles, and healthcare operations.
• Experience using healthcare information systems, scheduling platforms, or electronic medical record systems.
• Strong analytical, communication, coaching, and problem-solving skills.
• Ability to work remotely from a secure home office with reliable high-speed internet access and attend onsite meetings as needed.

• Experience in diagnostic imaging, radiology, or outpatient healthcare services.
• Experience with call quality monitoring and workforce performance management.
• Knowledge of insurance eligibility verification, referrals, and authorization requirements.

• Excellence and Competence
• Teamwork and Collaboration
• Respect and Professionalism
• Accountability and Ownership
• Adaptability and Innovation
• Service to Our Patients, Community, and Profession