Career Center

Access Point has an exciting opportunity for a Centralized Scheduling Supervisor to join our team.

If you're passionate about serving others and have a desire to make an impact, Access Point may be for you.

Come join our dynamic group of talented team members who all share the desire to create innovative products and solutions that fuel healthcare transformation. This is an exciting and fast-paced opportunity for smart, motivated, caring people to join a fast growing organization with plenty of opportunity to advance.

We are always looking for people inspired to help us in our mission. If you are someone who wants to change the lives of patients, drive success for our partners and be part of a team driven to improve care, see what opportunities we have for you.

Position Summary:

Scheduling Supervisor is to assist Access Point leadership team in overseeing daily operations in the Centralized Scheduling Department. Scheduling Supervisors is responsible for 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 Access Point 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.

Benefits:

Competitive pay and benefits including 401k, paid time off, employee illness benefit (EIB), medical, dental, vision.

Lifepoint Health is committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans' status or any other basis protected by applicable federal, state or local law.

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.