Manager, Patient Access and Surgery Scheduling Operations

Join a company that has been voted Top Workplaces, Best Places to Work, Healthiest Employers and Best Workplaces in Ohio!!! Click on the link to our video below to learn more about us!

We offer competitive pay as well as PTO, Holiday pay, and comprehensive benefits package!

• Health insurance
• Dental insurance
• Vision insurance
• Life Insurance
• Pet Insurance
• Health savings account
• Paid sick time
• Paid time off
• Paid holidays
• Profit sharing
• Retirement plan

The Manager, Patient Access and Surgery Scheduling Operations provides operational leadership for centralized call center and surgery scheduling functions through direct oversight of the Call Center Supervisor and Surgery Scheduling Supervisor. This role is accountable for daily work queue management, staffing and coverage, scheduling quality, patient communication standards, schedule access, block utilization, department reporting, process improvement, compliance, and service recovery. The manager ensures that workflows are standardized, staff is appropriately trained and supported, patient and provider needs are addressed in a timely manner, and performance measures are used to improve access, accuracy, efficiency, and the overall patient experience.

• Department Leadership and Daily Operations: Lead daily operations through the Call Center Supervisor and Surgery Scheduling Supervisor, with clear accountability for work queues, staffing, coverage, service levels, quality, escalation management, and team performance.
• Establish a consistent operating cadence that includes daily workload review, regular team huddles, supervisor check-ins, performance review, and timely escalation of barriers.
• Balance assignments across the centralized team so that no provider or location is left without scheduling support during absences, vacancies, demand spikes, or technology disruptions.
• Recruit, onboard, coach, develop, and evaluate supervisors and staff; address performance concerns promptly and consistently in partnership with Human Resources.
• Maintain staffing, cross-coverage, and business-continuity plans, including reliable workflows for remote and on-site operations. Ensure appropriately trained schedulers can safely continue work when the assigned scheduler is unavailable.
• Scheduling Quality and Execution: Ensure appointments, surgeries and procedures are scheduled accurately, completely, and within established service standards.
• Standardize the end-to-end workflow from receipt of the scheduling request through case confirmation, patient communication, facility handoff, and resolution of outstanding items.
• Maintain current facility requirements, block-time rules, provider scheduling preferences, contact lists, and escalation pathways in a controlled and accessible source.
• Monitor scheduling defects, near misses, rework, and recurring exceptions; complete root-cause review and corrective action when patterns emerge.
• Patient Communication and Service: Set and enforce consistent standards for the timing, content, documentation, and tone of patient communications before appointments, surgeries or procedures.
• Ensure patients receive clear and accurate information regarding date, time, location, approved preparation requirements, required testing or clearances, and whom to contact with questions.
• Use approved scripts, templates, and communication channels while preserving appropriate personalization and accessibility for each patient.
• Monitor responsiveness, complaints, rescheduling, cancellations, and communication failures; ensure timely service recovery and escalation.
• Capacity, Access, and Placement: Drive effective use of facility block time and clinic templates by identifying open capacity early, filling appropriate openings, managing release deadlines, and escalating persistently underused capacity.
• Improve surgeon schedule efficiency by reducing avoidable gaps, sequencing cases appropriately in coordination with facilities, and aligning scheduled time with expected case duration and provider preferences.
• Monitor the interval from the request for scheduling to scheduled appointment or procedure/surgery date;…