Centralized Scheduling SupervisorLouisville, Kentucky

Lacuna Health has an exciting opportunity for a Centralized Scheuding Supervisor to join our team. 

Scheduling Supervisor is to assist Lacuna Health leadership team in overseeing daily operations in the Centralized Scheduling Department. Scheduling Supervisors is responsiblefor leading a team of call center schedulers who are interacting with patients telephonically on a day to day basis.  Daily duties include training, monitoring, mentoring and assisting associates with call handling and trouble shooting.  Handling escalated calls professionally and serving as a role model for the team.  Provide assistance in developing training tools and resolving process issues to improve performance for our clients.  Ensure team quality and productivity goals are achieved on a daily basis.  

Essential Functions:

• Oversee all aspects of daily team activities including all activities related to inbound and outbound scheduling.
• Collaborate with Lacuna Health and LifePoint Physician Organization leadership in the design, implementation, and ongoing improvement of inbound scheduling workflows across all markets.
• Interview, hire and onboard new employees and work closely with them to bring them to full capability. 
• Monitor key productivity indicators such as scheduling accuracy and adherence to protocols, wait times, abandonment rates, etc. to ensure the team stays focused on serving our clients.
• Ensure team has a solid understanding of their daily goals and how to achieve those goals.
• Responsible for helping to resolve problems and complaints. Assists with escalated calls.
• Communicate solutions, successes and opportunities to the team with an eye on continual improvement.
• Perform call monitoring, coaching, and training, disciplining and reviewing team daily, weekly and monthly. 
• Work to consistently have tools and aides for employees that are accessible, accurate and current to ensure that the team receives appropriate support and training.
• Foster a team mentality and approach to improvement and serving our customers well. 
• Be present and available for your team, communicate positively and provide feedback and constructive criticism to affect the entirety of the team’s operations.
• Keep track of attendance, daily statistics, paid time off, sick time, etc.  
• Maintain department’s policies and procedures, reviewing and updating as needed.

Knowledge/Skills/Abilities:

• An inspirational and supportive team builder first and foremost that is able to motivate the team and obtain optimal performance from the members of the team.
• Experience leading agents in a patient focused call center is required, no exceptions. 
• Advanced expertise in dealing with upset, angry, or inappropriate customers.
• Proven project management skills, with focus on timely, quality results.
• Working knowledge of computer systems and information technology.

Education:

• Bachelor’s degree or equivalent experience.

Experience:

• 1+ year’s management experience including hiring, training, coaching and discipline required. 
• 1+ years call/contact center management experience, focusing on inbound and outbound call programs.
• Excellent organizational and communication skills.
• Strong analytical ability.