Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advance technology. Capital Health is a five-time Magnet-Recognized health system for nursing excellence and is comprised of 2 hospitals. Capital Health Medical Group is made up of more than 250 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.
Capital Health recognizes that attracting the best talent is key to our strategy and success as an organization. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we can attract the best candidates.
The listed minimum pay reflects compensation for a full-time equivalent (1.0 FTE) position. Actual compensation may differ depending on assigned hours and position status (e.g., part-time).
Minimum Pay:
$59,696.00
Position Overview
Manages day-to-day operations of the Centralized Scheduling function for Capital Health. Designs workflows, measuring and managing to key metrics, ensuring proper use of systems and technology, and ensuring proper customer service to the patients of Capital Health. Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets. Oversees financial service activities related to the Central Scheduling Department.
ESSENTIAL FUNCTIONS
- Monitors/facilitates staff training and education for new hires and incumbents, as measured by reports. Conducts interviewing, hiring, and training of new employees as well as plans, assigns, and directs workloads; appraises performance; rewards and discipline employees; addresses complaints and resolves problems on a timely basis.
- Monitors inbound call volumes, service quality levels, and queues to observe employee demeanor, technical accuracy and conformity to company policies, and to ensure key metrics are met. Provides appropriate coaching.
- Develops and oversees quality assurance metrics and scorecards.
- Tracks, coaches, and counsels team members to move the group towards optimal performance.
- Manages complaints and patient concerns as they are escalated by staff.
- Manages technical concerns in collaboration with I.S. and other departments to ensure functionality of the department.
- Collaborates with supervisor to create staff schedules to ensure proper coverage for call volumes and insurance verification.
- In collaboration with hospital departments and practice management, ensures departmental needs are being met through scheduling department and adjusts procedures as needed.
- Generates reports and monitors productivity of call center employees; takes appropriate action to increase production. Reports statistics to Director on an as-needed or regular basis.
- Evaluates performance with key metrics (accuracy, call-waiting time etc.). Develops solutions and plans-of-action for metrics not being met or gaps in efficiency.
- Collaborates with supervisor to ensure all pre-service information is obtained at time of scheduling.
- Ensures all appropriate documentation is in order at time of scheduling to minimize patient wait times at time of check-in.
- Performs annual supervisor evaluations.
- Resolves problems within department and with external customers (physician offices, patients, etc.)
- Provides leadership and training of staff.
- Serves as key liaison between Patient Access and Patient Accounts.
MINIMUM REQUIREMENTS
- Education: Bachelor’s degree in Business or related field or seven years equivalent experience in hospital or physician practice or call center in lieu of degree.
- Experience: Five years supervisory experience in a hospital or physician practice call center.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
- Frequent physical demands include:
- Occasional physical demands include: Sitting , Standing , Walking
- Continuous physical demands include:
- Lifting Floor to Waist 10 lbs. Lifting Waist Level and Above 5 lbs.
- Sensory Requirements include:
- Anticipated Occupational Exposure Risks Include the following: N/A
IND123.
Offers are contingent upon successful completion of our onboarding process and pre-employment physical. Capital Health will require all applicants to have an annual flu vaccine prior to start date, with the exception of individuals with medical and religious exemptions.
"Company will never ask candidates for social security numbers or date of birth during application phase. If you are asked for this information online, you may be a target for identity theft."
For benefit eligible roles, in addition to cash compensation, we provide a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, robust PTO plan, overtime to eligible roles, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce.
The pay rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining base salary and/or rate, several factors may be considered including, but not limited to location, years of relevant experience, education, credentials, negotiated contracts, budget, market data, and internal equity. Bonus and/or incentive eligibility are determined by role and level.
The salary applies specifically to the position being advertised and does not include potential bonuses, incentive compensation, differential pay or other forms of compensation, compensation allowance, or benefits health or welfare. Actual total compensation may vary based on factors such as experience, skills, qualifications, and other relevant criteria.
