Access Operations Supervisor
- Location: Rochester, MN
- Posted: Sep 9, 2019
The following departments have openings: Sports Medicine, Vascular/Dental, Gastroenterology, and Cardiology/Cardiovascular Surgery.
The Supervisor is an integral member of the practice leadership team who is responsible for the overall management, coordination and performance of the Appointment Office(s). The Supervisor is responsible for managing and monitoring appointment demand and capacity in accordance with institutional initiatives and in conjunction with practice leadership. Responsible for hiring, evaluating, managing, and developing employees. Accountable for managing and meeting key performance metrics, workforce optimization, and employee productivity. Responsible for appointment scheduling quality and regulating appropriate use of decision tree algorithms, policies and procedures to ensure the scheduling of the right patient with the right provider at the right time and with the right preparation. Ensures the department/division is meeting institutional expectations for appointment turn-around time. Must solve complex scheduling problems including those involving physicians along with ensuring standard operating procedures are developed, implemented and followed. Accountable for appropriate staffing to meet the needs of the work unit and is knowledgeable of workforce planning requirements when replacement or incremental staff is needed. Ensures the appropriate onboarding and training process is applied to new hires which include developing appropriate training plans with reinforcement of skills for long term employees. Identifies and analyzes operational/practice improvement ideas and implements changes. Assists in developing business requirements for department/division reports with appropriate leadership and analytical colleagues. The Supervisor must have the ability to work in an environment with changing priorities and multiple concurrent tasks while maintaining a high level of customer service with a focus on patient satisfaction. Accountable for using appropriate call center/access data to drive staffing to workload and other business-related decisions. May be accountable for more than one Department/Division with a potential of staff in multiple locations. May also be responsible for managing Medical Staff Assignment Coordinators in addition to Patient Access Services Specialist(s). Proactively manages relationships by collaborating with leadership, administrators, consulting staff and other clinic operations colleagues. Appointment Office hours of operation may vary and are based upon business demands and meeting the needs of our patients. This is inclusive of days, evenings and weekends.
High school diploma or GED and 10 years of experience in a healthcare or customer service field; or an Associates Degree with 5 years experience in healthcare or in a customer service field; or Bachelors Degree with two years experience in healthcare or in a customer service field. 3 years of prior Supervisory/Management experience required.
- Full Time