Supervisor, Scheduling Morristown

Supervisor, Central Scheduling - Full Time, Days - 8am - 4pm - Morristown

Morristown, NJ, United States and 1 more

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The AMG Central Scheduling Supervisor is responsible for overseeing the daily operations of the Contact Center Scheduling team to ensure efficient, accurate and patient centered scheduling services. Provides leadership, guidance and support to the team lead, trainers and scheduler team members, ensuring adherence to AMG standards, performance goals and customer service excellence. Contact Center experience highly preferred.

This is a full time 5x a week onsite position for at least one year - in Morristown, NJ

• Monitors contact center activity, manages staff schedules, conducts quality audits and implements process improvements to optimize access and scheduling for our patient population.
• Collaborates with ancillary clinical, administrative, technical and administrative teams to resolve scheduling challenges, streamline workflows and support strategic initiatives.
• Fosters a positive team culture focused on continuous learning, accountability and delivery excellent patient service.
• Principal Accountabilities:
• Supervise staff on day-to-day assignments and completion of all expected work including:
• Supervising daily operations, ensuring timely and accurate handling of calls, scheduling requests and inquiries.
• Developing and maintaining team schedules to ensure adequate coverage during peak hours and high-demand periods.
• Provides direct supervision, coaching, and performance feedback to team.
• Conducting quality call audits and monthly team evaluations to ensure compliance with policies and service standards.
• Assisting with training and onboarding of new staff and ongoing skill development for existing staff.
• Ensuring we meet Contact Center KPIs and POS cash collection goals.
• Builds trust and motivates staff in efforts to maintain a high performing team capable of setting priorities and making sound judgments.
• Generating performance metrics reports inclusive of operational KPIs, team member productivity and quality measures.
• Escalation and troubleshooting to support operations
• Completes interviews and hiring, as required, to ensure team is fully staffed.
• Cross coverage of all departmental assignments and assisting with projects as required
• Trouble shoot level 1 phone system and Nice Cxone issues
• Performs other related duties as assigned

Required:

• Associate degree or equivalent in certification OR 3-5 years prior experience of Scheduling and/or Contact Center workflows will be considered in lieu of Associate degree

Preferred:

• Applicable experience as a Centralize Scheduling, Patient Access or Authorization Specialist Representative.
• Experience in Contact Center Healthcare operations
• Experience with contact center phone systems
• All legally/reasonably expected certifications needed
• Computer proficiency 35 wpm required typing speed.
• Excellent customer service skills appropriate to the job, including experience coordinating with external departments on cross-departmental workflows.
• Understands basics of healthcare billing processes, patient registration and scheduling functions.
• Must have clear and concise oral and written communication skills.
• Strong communicators and problem-solver
• Pre-existing insurance knowledge (i.e., Medicare, Medicaid and Commercial payor requirements)
• Experience with in registration, scheduling, insurance verification, or pre-certification/authorization
• Experience Supervising teams, with emphasis on supervisory experience in Patient Access

Atlantic Medical Group is a physician‑led and physician‑governed organization that delivers the highest quality health care, at the right place, the right price, and the right time. We are a multispecialty physician group with more than 1,000 doctors, nurse practitioners and physician assistants at over 300 locations throughout northern and central New Jersey and northeast Pennsylvania. Our mission is to deliver exceptional care recognizing the unique needs of all those we serve.

Our vision is to achieve the best outcomes with our patients at the center of the physician‑led team, driven by service, innovation and…