Work Type: Active - Benefit Eligible and Accrues Time Off Exempt: Yes
Work Schedule: Monday - Friday Work Hours per Biweekly Pay Period: 80
Shift Time: 8 AM - 5 PM Location: Business Center, US:FL:Lakeland
Summary: Responsible for providing frontline supervision of the scheduling department. Handles a high volume of inbound and outbound calls from physicians, staff, patients, families and the general public. Monitors, evaluates and corrects team performance; establishes workflow and metrics; and fills in for absent staff as necessary Accountable for quality assurance which will include training, coaching and development of team members. Performs other related duties as assigned to achieve operational outcomes for the department.
Detailed responsibilities: * People At The Heart Of All We Do - Fosters an inclusive and engaged environment through teamwork and collaboration. - Ensures patients and families have the best possible experiences across the continuum of care. - Communicates appropriately with patients, families, team members, and our community in a manner that treasures all people as uniquely created. * Stewardship - Demonstrates responsible use of LRH's resources including people, finances, equipment and facilities. - Knows and adheres to organizational and department policies and procedures. * Safety And Performance Improvement - Behaves in a mindful manner focused on self, patient, visitor, and team safety. - Demonstrates accountability and commitment to quality work. - Participates actively in process improvement and adoption of standard work. * Supervisor/Team Lead Capabilities - Demonstrates accountability for shift/team operations and care/service delivery to support achievement of organizational priorities. - Coaches front line team members to support ongoing professional development and hardwire technical and professional capabilities. - Creates a high performing team by building strong relationships, delegating work and nurturing commitment and engagement. - Manages team conflict/issues implementing appropriate corrective actions, improvement plans and regular performance evaluations. - Applies change management best practices and standard work to support departmental changes and ensure effective team transition. - Promotes a healthy and safe culture to advance system, team and service experience. * Scheduler Supervisor - Actively participates in team development, achieving dashboards, and in accomplishing department goals and objectives. - Using a collaborative leadership style, facilitates the achievement of department and hospital-wide quality, safety, satisfaction and stewardship goals. Monitors and tracks data/reports as identified by the department leadership. - Oversees the orientation of new employees, assesses the ongoing competence of all employees and conducts performance appraisals. - Proactively addresses performance and behavioral issues and acts to modify actions and behaviors to facilitate effective relationships and outcomes. - Coaches employees and focuses on ongoing staff development. Conduct quality process inspections, reviews and assessments for processes; collecting, analyzing and using quality control to diagnose root causes and create and recommend corrective action plans; and identifying trends and improvement opportunities. - Learns, configures and maintains CL information technology systems and master files - Develops, analyzes and reports metrics for monitoring service usage and individual staff and team performance. - Collects, analyzes and reports data regarding Gemba measures. - Assigns tasks according to teams' knowledge skills and abilities and monitors productivity. - Provides staff education to support change and ongoing development.
Qualifications & Experience
Other information: Essential Experience: -Experience with using a EMR -Experience creating/developing spread sheets to track and analyze data -Minimum two years of experience working in a healthcare setting -Strong organization and time management skills - Outstanding customer service skills and dedication to providing exceptional customer care
Experience Preferred: -Experience with Allscript's and Cerner -Experience verifying insurance eligibility and benefits -Knowledge of statistical analysis -Experience in contact center management and training -Experience in assimilating quality assurance findings into training programs for continual process improvement
Internal Number: 6089
About Lakeland Regional Health
Lakeland Regional Health is committed to providing patient-focused, health care services while continuing to improve the quality of care to our patients, families, guests and physicians.