Supervisor Scheduling/Telecommunications - Pediatrics Central Administration

Position Summary

This role is responsible for supervising staff, ensuring timely and accurate appointment scheduling, and delivering high-quality patient service across multiple divisions. Key duties include overseeing daily workflows, monitoring performance metrics, supporting Epic scheduling processes, and implementing improvements to enhance patient access and communication. The ideal candidate is a collaborative leader with experience in healthcare operations, call center management, and a commitment to service excellence.

Job Description

Primary Duties & Responsibilities:

• Efficiently manages high-volume inbound calls from patients seeking appointments, rescheduling, or general inquiries. Ensures accurate appointment booking in accordance with departmental guidelines and provides exceptional customer service to optimize the patient experience.
• Regularly reviews scheduling workflows to identify opportunities for improvement. Updates the scheduling manual and related protocols to align with current best practices, system changes, or departmental policies. Distributes updates to ensure staff remain informed and compliant.
• Analyzes call center metrics such as call volume, wait time, abandonment rates, and agent performance. Identifies trends and areas for improvement, using data to make informed decisions around staffing and workflow optimization.
• Leads a team of scheduling staff by managing work schedules, time-off requests, and coverage needs. Provides coaching and guidance on performance expectations, addresses personnel issues in collaboration with HR, and supports team development through training and mentorship.
• Participates in strategic planning to meet access goals and support departmental growth.

Working Conditions:

Job Location/Working Conditions
Normal office environment.

Physical Effort
Typically sitting at a desk or table.

Equipment
Office equipment.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:
High school diploma or equivalent high school certification or combination of education and/or experience.

Certifications/Professional Licenses:
No specific certification/professional license is required for this position.

Work Experience:
Computerized Appointment Scheduling (2 Years), Managerial (1 Year)

Skills:
Not Applicable

Driver's License:
A driver's license is not required for this position.

Preferred Qualifications

Skills:
Communication, Epic Health Information Management (HIM), IDX, Interpersonal Communication, Multitasking, Organizing, Workload Prioritization

Grade

G09

Salary Range

$45,600.00 - $75,300.00 / Annually
The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.