Centralized Scheduling Manager (Full-Time)

We need to output HTML fragment with sections: About the role? Actually we need to use

for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections with real specific content. The posting includes: About North Country Healthcare (description). Then POSITION SUMMARY (responsibilities). Then Education, Licensure, Certifications, Skills, Work Experience, Essential Functions (broken into subcategories), Key Performance Indicators (KPIs), Compliance, Non-Essential Functions, Physical Requirements. Also Pay: "The anticipated hourly range for this position is $33.77/hr - $42.22/hr - $45.59/hr." That's pay info. No explicit Benefits or Schedule. So we should include sections: About the role (maybe using About the role heading for description of role? The posting includes "POSITION SUMMARY" which is responsibilities. Also there is description of NCH at start; that could be "About the role"? Actually "About the role" is generic heading for role description; we could put the POSITION SUMMARY there. The "About North Country Healthcare" could be considered "About the role"? Not exactly; but we could treat that as "About the role" or maybe we need a separate section like "About the organization"? Not in allowed headings. The allowed headings list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must use those headings only if we have content. We can map content accordingly. We need to preserve all substantive information. So we need to include details about NCH, position summary, responsibilities, requirements (education, licensure, certifications, work experience), qualifications (maybe skills?), skills, pay. We must not repeat job title. No Job ID. We need to decide which sections to include: - About the role: could contain the POSITION SUMMARY (leadership, direction, daily operations, etc.) plus maybe the description of NCH? The description of NCH is about the organization, not the role. But we could still put it under About the role as context. However instructions: "Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

or drop it." It doesn't forbid including organization description. So we can include it in About the role. - Responsibilities: Could list the essential functions categories (Leadership, Department Operations, Patient Access & Revenue Cycle, Quality & Performance Improvement, KPIs, Compliance, Non-Essential Functions, Physical Requirements). But those are many; we could combine into Responsibilities section with bullet lists. - Requirements: Could include Education, Licensure, Certifications, Work Experience. - Qualifications: Could include Skills? Actually Skills is separate heading allowed. So we could put Skills under Skills heading. Qualifications maybe include certifications? But we already have Certifications under Requirements. Could also put Qualifications for things like "Strong leadership..." but that's skills. Let's follow: Requirements: Education, Licensure, Certifications, Work Experience. Skills: list of skills. Pay: hourly range. We must not create Benefits or Schedule sections because not present. We need to use

for each section heading. Use

• for any list of duties/requirements/benefits. Use

  for prose. We must preserve all substantive information; do not invent or summarize away detail. So we need to include all details from the posting, but we can format them as lists or paragraphs. We need to be careful not to omit any detail. Let's extract all substantive info: About North Country Healthcare (NCH): - non-profit affiliation of four medical facilities: Androscoggin Valley Hospital, North Country Home Health & Hospice Agency, Upper Connecticut Valley Hospital, and Weeks Medical Center. - located in White Mountains Region of New Hampshire. - includes numerous physicians and medical providers at multiple locations. - leading comprehensive healthcare network employing hundreds of highly trained individuals. - delivers integrated patient care through three community hospitals, specialty clinics, and home health and hospice services. - committed to health and well-being of communities served. - As a leader in a management position this role emphasizes advancing High-Reliability Organization (HRO) principles, embedding a culture of safety, accountability, and consistent high performance. POSITION SUMMARY: - The Scheduling Manager is responsible for leadership, direction, and daily operations of NCH's centralized scheduling department. - Oversees scheduling staff coordinating patient access across physician practices, outpatient hospital departments, diagnostic services, procedural areas, rehabilitation, ancillary services. - Develops standardized scheduling workflows, ensures consistent scheduling practices across organization, monitors departmental performance, collaborates with operational, clinical, revenue cycle leaders to improve patient access, maximize provider capacity, reduce revenue leakage, deliver exceptional patient experience. - Accountable for departmental quality, productivity, customer service, operational performance via data-driven decision making and continuous process improvement. Education: - Associate’s degree in healthcare administration, Business Administration, or related field preferred. Licensure: - Not required. Certifications: - CRCR or other healthcare revenue cycle certification preferred. - Lean, Six Sigma, or process improvement certification preferred. Skills (list): - Strong leadership and employee development skills. - Excellent communication and interpersonal skills. - Advanced organizational and project management abilities. - Ability to analyze operational data and performance metrics. - Strong understanding of patient access, scheduling, referrals, insurance verification, and prior authorization workflows. - Knowledge of revenue cycle operations and payer requirements. - Experience with electronic medical records, scheduling systems, reporting tools, and Microsoft Office. - Ability to lead organizational change and workflow standardization. - Strong problem-solving and conflict resolution skills. Work Experience: - Minimum five (5) years of progressively responsible healthcare scheduling, patient access, revenue cycle, or ambulatory operations experience. - Minimum three (3) years of leadership or supervisory experience preferred. Essential Functions (broken into categories): Leadership: - Provides leadership, coaching, mentoring, and performance management for Scheduling Coordinators. - Recruits, hires, trains, and develops department staff. - Conducts performance evaluations and competency assessments. - Develops staffing plans to ensure adequate scheduling coverage across all services. - Fosters a culture of accountability, teamwork, collaboration, and exceptional customer service. - Oversees employee engagement, education, and professional development. Department Operations: - Oversees centralized scheduling operations across all assigned departments and service lines. - Develops, implements, and maintains standardized scheduling policies, workflows, and procedures. - Ensures scheduling protocols are consistently followed throughout the organization. - Collaborates with clinical leaders regarding provider scheduling templates, appointment types, scheduling rules, and clinic optimization. - Oversees referral intake, order management, scheduling work queues, and appointment coordination. - Ensures timely processing of urgent referrals and scheduling requests. - Identifies workflow inefficiencies and implements operational improvements. Patient Access & Revenue Cycle: - Partners with Revenue Integrity, Financial Counseling, Patient Access, and Clinical Operations to improve patient access. - Ensures scheduling processes support clean claims, prior authorization compliance, and financial clearance. - Monitors payer-specific scheduling requirements and operational compliance. - Supports initiatives to reduce denials related to scheduling, referrals, and authorizations. - Works collaboratively with organizational leadership to improve patient access and provider utilization. Quality & Performance Improvement: - Develops and maintains departmental quality assurance processes. - Conducts routine audits of scheduling accuracy, referral processing, documentation, and customer service. - Implements corrective action plans when performance standards are not achieved. - Leads continuous improvement initiatives using data and operational metrics. - Participates in organizational committees focused on patient access and revenue cycle performance. Key Performance Indicators (KPIs): - The Scheduling Manager is responsible for monitoring, reporting, and improving departmental performance, including but not limited to: - Patient Access - Order-to-Schedule Turnaround Time - Referral Processing Turnaround Time - Schedule Utilization Rate - Template Utilization - Contact Center Performance - Average Speed to Answer - Call Abandonment Rate - Average Handle Time - First Call Resolution - Telephone Quality Scores - Operational Performance - Scheduling Accuracy - Demographic Accuracy - Insurance Verification Accuracy - Work Queue Aging - Productivity per Scheduling Coordinator - Schedule Fill Rate - Appointment Conversion Rate - Patient Experience - Patient Satisfaction Scores - Complaint Resolution Timeliness - Access-Related Patient Complaints - Scheduling Experience Survey Results - Revenue Cycle - Authorization-Related Denials - Scheduling-Related Claim Errors - Financial Clearance Completion Rate - Revenue Leakage Related to Scheduling Errors - The Scheduling Manager is responsible for routinely analyzing departmental metrics, identifying trends, presenting performance data to leadership, and implementing action plans to improve organizational performance. Compliance: - Maintains compliance with HIPAA, CMS regulations, Joint Commission standards, and organizational policies. - Ensures staff maintain competency regarding scheduling protocols and payer requirements. - Maintains regulatory compliance related to patient access operations. Non-Essential Functions: - Participates in organizational strategic initiatives. - Assists with implementation of new software, scheduling technology, and workflow redesign. - Performs additional duties as assigned. - Supports North Country Healthcare's Mission, Vision, Values, and Standards of Excellence. Physical Requirements: - Frequent sitting. - Frequent computer use. - Frequent telephone communication. - Occasional standing and walking. - Ability to occasionally lift up to 20 pounds. Pay: - The anticipated hourly range for this position is $33.77/hr - $42.22/hr - $45.59/hr. - Final compensation will be determined based on the selected candidate's applicable experience, skills, qualifications, and other job-related factors. We need to output HTML fragment only, no markdown fences. We must not include boilerplate like cookie/navigation/legal/EEO etc. There's none. We must not repeat job title as heading. We must not put Job ID/requisition numbers as headings. We must include sections only when posting has real specific content. We have content for About the role, Responsibilities, Requirements, Qualifications? Actually we have Skills separate; we could treat Skills as Qualifications? But we have allowed heading Skills, so we will use Skills heading. For Requirements we can include Education, Licensure, Certifications, Work Experience. For Qualifications we could maybe include nothing; better to omit Qualifications section if no specific content beyond what's covered elsewhere. But we have "Skills" heading separate; we could also put "Qualifications" for things like "Strong leadership..." but that's skills. So we can omit Qualifications. We need to include Pay section. We must not include Benefits or Schedule. Thus sections: About the role, Responsibilities, Requirements, Skills, Pay. We need to decide what goes into Responsibilities: Should include POSITION SUMMARY and Essential Functions (including Leadership, Department Operations, Patient Access & Revenue Cycle, Quality & Performance Improvement, KPIs, Compliance, Non-Essential Functions, Physical Requirements). That's a lot but we can structure as nested lists. We need to preserve all substantive information; we can break down into subheadings? But only allowed heading is

  . We cannot add other headings like

  . So we need to use paragraphs and lists within the Responsibilities section. We can include subheadings as bold text? Not allowed? The instruction only says use

  for section headings. It doesn't forbid using other HTML like or

  . So we can use for subheadings inside

  or

  . That's okay. We need to ensure we don't miss any detail. Let's craft HTML:

  About the role

  North Country Healthcare (NCH) is a non-profit affiliation of four medical facilities – Androscoggin Valley Hospital, North Country Home Health & Hospice Agency, Upper Connecticut Valley Hospital, and