Clinical Scheduling Center Manager (Sports Medicine and Orthopedics)
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- Chesapeake, VA
- Chesapeake Support Services
- Sports Medicine Orthopedics Call Center
- Full -time - Days/Evenings
- 34216
Summary
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GENERAL SUMMARY
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The Clinical Scheduling Call Center Manager (Sports Medicine & Orthopedics) is responsible for training and education coordination and operational performance of staff engaged in clinical call center activities. The manager provides oversight for telephone triage and scheduling of appropriate musculoskeletal injuries and conditions. Effectively communicates to appropriate service departments based on department algorithms and program protocols. Supportive of key stakeholders and reports to department leadership Orthopedics department manager, and via dotted line responsibility, the Sports Medicine department manager, to ensure appropriate and efficient triage flow for the Sports Medicine and Orthopedic Surgery Service Line
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ESSENTIAL DUTIES AND RESPONSIBILITIES
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Provides leadership, education, guidance, recognition, and professional development to staff in order to support operations while promoting teamwork.
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Responsible for hiring and training call center staff. Ensures staff competence through onboarding and ongoing training and performance documentation.
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Utilizes clinical knowledge and chart review to determine appropriate disposition of patient to ensure appropriate triage flow per established guidelines.
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Effectively communicates pertinent patient information and disposition to appropriate department clinical staff and providers to accurately schedule patients in appropriate visit slots in a timely manner.
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Performs and ensures accurate scheduling, pre-registration of patients, and critical messages left and sent are accurate and handled with equal importance.
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Provides and ensures an extremely high level of customer service is provided to callers through ongoing training, mentoring and monitoring of staff. Monitors and holds staff accountable, including remote work/telecommuting when appropriate.
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Works collaboratively with department leadership to perform multifaceted administrative assignments.
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Effectively develops and integrates approved technological solutions/digital transformation to improve patient access to the service line and health system.
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Performs and provides oversight to the daily post op, hospital discharge and ED follow up calls.
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Participates with service line department managers and director in establishing departmental objectives and processes to achieve desired outcomes.
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Performs the functions of the call center representative role as necessary.
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Seeks guidance from leadership for unusual or unanticipated circumstances that require deviation from policies and standards of practice.
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Participates as member of the Patient Access Collaborative community to stay current in call center management principles and practice trends.
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Establishes and communicates key performance metrics/reports for call center to service line leadership to help inform capacity management and ambulatory operations.
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Perform other duties as assigned.
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LICENSES AND/OR CERTIFICATIONS
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Current State License as a Registered Nurse (RN) or Athletic Trainer with Board of Certification (BOC) and State of Virginia License to practice as an Athletic Trainer.
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MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS
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Minimum Bachelor’s degree is required. Master’s degree preferred.
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Three to five years of progressive experience in orthopedics, sports medicine clinic or similar environment highly preferred.
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One to three years working in a professional call center preferred.
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Demonstrated excellent leadership, communication, and analytical skills with the ability to plan, supervise, establish and maintain a professional work environment.
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Professional knowledge in sports medicine and orthopedics.
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Ability to identify problems and implement solutions for operational and organizational functions.
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Demonstrated people management/leadership skill directing subordinates and delegating tasks.
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Possess experience explaining hospital and department policies and procedures and communicating effectively with other professionals internally and externally.
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Must have excellent listening, oral and written communication skills with an emphasis on diplomacy, professionalism and the highest level of customer service.
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Ability to use multi-line phone system is essential.
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Must possess organizational skills and have the ability to multi-task.
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Must possess ability to remain calm and functional during emergency situations.
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Demonstrated ability to interact effectively with all levels of health center staff and the community.
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Must possess knowledge and experience with current Microsoft office products.
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Must possess experience with Electronic Medical Records (EMR) system and software programs preferred.
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WORKING CONDITIONS
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Frequent exposure to communicable diseases, toxic substances, hazardous materials, radiation, radio nucleotides, medicinal preparations, body fluids and other conditions common to the healthcare environment.
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PHYSICAL REQUIREMENTS
