Job DescriptionAt Children's, the region's only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring team-and join us in providing brighter, healthier tomorrows for the children we serve. Children's is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.A Brief OverviewThe Director of Scheduling is responsible for leading and overseeing all scheduling operations across the primary and specialty clinics, ensuring that patient scheduling functions, centralized scheduling, call center operations, and front desk coordination are efficient and aligned with the hospital's standards of care and service excellence. Additionally, the Director is responsible for capacity management, ensuring that staffing, appointment availability, and operational resources align with patient demand and clinical capabilities. This role ensures the smooth functioning of patient access and scheduling services to optimize patient flow, maximize operational efficiency, and enhance patient satisfaction.Essential Functions
- Scheduling Operations - Oversee centralized scheduling and patient access services across all clinic departments, ensuring effective coordination with clinical teams and other departments. - Ensure that the call center is operating efficiently, with minimal wait times and high levels of customer service. - Collaborate with clinical and administrative teams to streamline scheduling processes and improve patient flow.
- Capacity Management - Develop and implement capacity management strategies to ensure optimal use of clinical staff, appointment slots, and hospital resources. - Monitor patient demand, scheduling patterns, and resource availability to adjust staffing levels and scheduling practices accordingly. - Collaborate with operational and clinical leaders to forecast patient volumes and adjust schedules in response to anticipated surges or dips in demand. - Utilize data and analytics to optimize scheduling practices and reduce appointment bottlenecks, ensuring that capacity meets current and future needs. - Identify opportunities to increase operational efficiency through improved utilization of appointment times, clinical resources, and staff.
- Ambulatory Call Center and Patient Access - Direct and manage the hospital's ambulatory call center, ensuring the highest levels of customer service and response times. - Implement best practices for patient access and appointment scheduling, enhancing the patient experience. - Analyze call center metrics, identify trends, and recommend improvements for greater efficiency and patient satisfaction. - Collaborate with the Director of Access to ensure organizational alignment for access, registration, and scheduling current operations and future initiatives to implement best practices
- Leadership and Management - Lead, coach, and manage the scheduling team, including supervisors and front desk personnel, ensuring optimal staff performance and professional development. - Develop, implement, and maintain policies, procedures, and workflows for centralized scheduling, capacity management, and front desk operations. - Set clear performance goals and KPIs for the scheduling team, ensuring the achievement of departmental objectives.
- Data and Reporting - Track and analyze scheduling, front desk, call center, and capacity management performance metrics, reporting on productivity, accuracy, and patient satisfaction. - Provide regular reports to hospital and physician leadership on scheduling effectiveness and capacity utilization, suggesting process improvements where necessary.
- Compliance and Quality Assurance - Ensure compliance with all hospital policies, as well as state and federal regulations, particularly related to patient scheduling, capacity management, and HIPAA. - Monitor patient feedback and implement quality improvement initiatives to enhance service levels. - Lead efforts to standardize and improve scheduling-related workflows and communication channels across departments.
- Collaboration and Communication - Act as the primary liaison between the scheduling team and clinical departments, ensuring efficient communication and resolving conflicts or scheduling challenges. - Work closely with IT to optimize scheduling software systems and other technology tools to enhance patient scheduling, capacity management, and call center efficiency.
Education Qualifications
- Bachelor's Degree Healthcare Administration, Business Administration, or related field Required
- Master's Degree Healthcare Administration, Business Administration, or related field Preferred
Experience Qualifications
- 7-9 years Minimum of 5-7 years of progressive leadership experience in healthcare operations, with a focus on scheduling, patient access, or capacity management. Required
Skills and Abilities
- Strong knowledge of centralized scheduling, call center operations, capacity management, and patient access workflows. (High proficiency)
- Excellent leadership, communication, and organizational skills. (High proficiency)
- Experience with healthcare scheduling systems (e.g., Epic, Cerner) and proficiency in data analysis and reporting. (Medium proficiency)
Children's is the very best for kids and the very best for your career! At Children's, we put YOU first so together, we can improve the life of every child!About UsMake a meaningful difference improving the lives of children! At Children's, the region's only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring team-and join us in providing brighter, healthier tomorrows for the children we serve.