Supervisor/Clinic Scheduling/PCG

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One!

We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South.

Supervises the day-to-day activities of the Central scheduling team for the Physician Practice areas. Works closely with physician offices, ancillary departments and their leaders, and administration to ensure accuracy and efficiency of scheduling for physician practice clinics. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

A Brief Overview
Supervises the day-to-day activities of the Central scheduling team for the Physician Practice areas. Works closely with physician offices, ancillary departments and their leaders, and administration to ensure accuracy and efficiency of scheduling for physician practice clinics. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

What you will do

• Supervises daily operations and actively assists and provides direction to the central scheduling rep team.
• Actively monitors and oversees the appointment schedule process to ensure efficiency of scheduling.
• Plans and schedules work ensuring distribution of assignments and adequate staffing based on workload and productivity standards.
• Acts as resource for staff when they encounter patient issues such as customer complaints or physician dissatisfaction with appointments.
• Resolves and investigates internal and external customer issues timely and consistently and proactively institutes processes to guarantee customer service excellence and Associate accountability.
• Monitors staff productivity, completes management reports daily; reviews and monitors calls and customer service.
• Produces and submits departmental reports regarding call volume and call performance to management. Makes recommendations regarding improvement opportunities as appropriate.
• Works with ancillary departments and physician offices to ensure the scheduling process is meeting their needs.
• Assists with maintenance of department policy and procedure manuals and updates as necessary.
• Manages the providers’ schedule templates per the requests of the Office Manager/Practice Manager, which includes vacation/out of office schedule blocks, location changes, etc. for all three offices.
• Monitors Associates performance and clarifies work expectations, assists with goal setting, and promotes cooperation among individuals and groups.
• Maintains and develops a competent, productive, and quality conscious workforce by hiring, evaluating performance, counseling, training, issuing corrective action, and recommending promotion or discharge of department personnel according to the MLH value system.
• Assists the department manager with annual operational expense budget, capital request budget, and human resource utilization plan for the department.
• Develops and implements processes through orientation, training and education to ensure that the competence of all staff members is assessed, maintained, improved and demonstrated throughout their employment.
• Works as a Central scheduling rep when needed.

Education/Formal Training Requirements

• High School Diploma or Equivalent
• Associate's Degree
• Bachelor's Degree

Work Experience Requirements

• 1-3 years Supervisory or Management

Knowledge, Skills and Abilities

• Knowledge of medical procedural protocols related to appointment scheduling.
• Knowledge of medical terminology for interpreting physician instructions and patient needs.
• Knowledge of confidentiality requirements related to patient information.
• Immediate skills with Microsoft applications suchs as Outlook, Word, Excel, and PowerPoint.
• Demonstrates leadership abilities, judgment and supervisory skills in organizing work, assigning staff and making exceptions to policy.
• Demonstrates good customer service skills.
• Skill and proficiency in verbal and written communications.
• Ability to apply critical thinking skills to identify problems, research alternatives, and recommend solutions.
• Ability to work without close supervision and to exercise independent judgment.
• Ability to organize multiple tasks and projects and maintain control of own and other’s work flow.
• Ability to provide leadership and motivate support staff.
• Ability to interact effectively with patients, their families, medical staff, Associates, and coworkers.

Supervision Provided by this Position

• Supervises the Central scheduling rep team

Physical Demands

• The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
• Must have good balance and coordination.
• The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently.
• The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
• The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work.

Our Associates are passionate about what they do, the service they provide and the patients they serve. We value family, team and a Power of One culture that requires commitment to the highest standards of care and unity.

Boasting one of the South's largest medical centers, Memphis blends a friendly community, a thriving and growing downtown, and a low cost of living. We see each day as a new opportunity to make a difference in the lives of the people in our community.