Operations Manager - Scheduling

Job Purpose

The Operations Manager - Scheduling will ensure that the department is consistently providing quality service to all customers. The Operations Manager  will consistently explore opportunities to improve efficiencies and the overall productivity.

Duties and Responsibilities

Resolves escalated customer service issues by working closely with the supervisor and customer service representative. Initiates cross-departmental communication and coordination to escalate and resolve customer issues

Monitors calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provides feedback as needed

Determines, monitors and analyzes productivity levels of customer service team

Motivates the team, drives morale, provides coaching and assistance to call center agents on an ongoing basis

Implements new working procedures in the operation process

Reviews, approves, and delivers employee evaluations

Conducts interviews and selects optimal candidates

Ensures compliance of all company policies. Manages escalated disciplinary/personnel issues accordingly. Communicates with HR.

Establishes, monitors and drives a variety of call center metrics to meet departmental goals and service levels. Prepares daily and monthly call center reports for executive team.

Analyzes needs of the call center and coordinates resources accordingly, including training programs to ensure team members have the skills and knowledge to meet customer service needs

Continuously work to identify areas of improvement and initiate positive changes to increase customer satisfaction and employee productivity

Ensures confidentiality is maintained through adherence of HIPAA and PHI Guidelines

Ensures implementation of policies and procedures necessary to comply with federal, state, and third-party regulations which govern billing and collection activities for physician services

Carries out management responsibilities in accordance with the organization's policies and applicable laws

Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards

Understand and comply with Information Security and HIPAA policies and procedures at all times

Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties

Qualifications

Bachelor’s degree (B. A.) or equivalent, three to five years related experience, or equivalent combination of education and experience

At least 2 years of managerial experience

2 - 5 years of experience with Scheduling

Highly preferred Experience: Authorization, Insurance Verification, and Eligibility

Experienced with Business-to-Customer inbound call center experience

Knowledge of Payor/Insurance Benefits

Proficiency in NextGen, Epic and Athena

Proficiency in the use of Excel Spreadsheets, PowerPoint, and various software programs

Excellent interpersonal and organizational skills

Strong leadership, independent thinking and decision-making skills

Excellent oral and written communication skills

Ability to prioritize responsibilities

Strong customer service skills with the ability to manage difficult situations/customers while remaining patient and professional

Working Conditions

Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.

Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.

Work Environment: The noise level in the work environment is usually minimal.

Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.