Supervisor, Central Scheduling, Full Time, Days, 9am-5pm, Morristown, NJ

About the role

The Central Scheduling Supervisor is responsible for overseeing the daily operations of the Central Scheduling team to ensure efficient, accurate and patient-centered scheduling services. Provides leadership, guidance and support to the Team Lead, Scheduler II and Scheduler I team members, ensuring adherence to AHS standards, performance goals and customer service excellence. Monitors contact center activity, manages staff schedules, conducts quality audits and implements process improvements to optimize access and scheduling for our patient population. Collaborates with ancillary clinical, administrative, technical and administrative teams to resolve scheduling challenges, streamline workflows and support strategic initiatives. Fosters a positive team culture focused on continuous learning, accountability and delivery excellent patient service.

Responsibilities

• Supervise staff on day-to-day assignments and completion of all expected work including supervising daily operations, ensuring timely and accurate handling of calls, scheduling requests and inquiries.
• Develop and maintain team schedules to ensure adequate coverage during peak hours and high-demand periods.
• Provide direct supervision, coaching, and performance feedback to team.
• Conduct quality call audits and monthly team evaluations to ensure compliance with policies and service standards.
• Assist with training and onboarding of new staff and ongoing skill development for existing staff.
• Ensure we meet Contact Center KPIs and POS cash collection goals.
• Build trust and motivate staff in efforts to maintain a high performing team capable of setting priorities and making sound judgments.
• Generate performance metrics reports inclusive of operational KPIs, team member productivity and quality measures.
• Handle escalation and troubleshooting to support operations.
• Complete interviews and hiring, as required, to ensure team is fully staffed.
• Provide cross coverage of all departmental assignments and assist with projects as required.

Requirements

• Associate degree or equivalent in certification.
• 3-5 years prior experience of Scheduling and/or Contact Center workflows will be considered in lieu of Associate degree.
• All legally/reasonably expected certifications needed for function and level.

Qualifications

• Applicable experience as a Centralized Scheduling, Patient Access or Authorization Specialist Representative.
• Experience in Contact Center Healthcare operations.

Benefits

• Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members)
• Life & AD&D Insurance
• Short-Term and Long-Term Disability (with options to supplement)
• 403(b) Retirement Plan: Employer match, additional non-elective contribution
• PTO & Paid Sick Leave
• Tuition Assistance, Advancement & Academic Advising
• Parental, Adoption, Surrogacy Leave
• Backup and On-Site Childcare
• Well-Being Rewards
• Employee Assistance Program (EAP)
• Fertility Benefits, Healthy Pregnancy Program
• Flexible Spending & Commuter Accounts
• Pet, Home & Auto, Identity Theft and Legal Insurance