Supervisor - Scheduling Operations - Transplant

Job Summary

Supervises and coordinates the daily operations of the scheduling support team to maximize patient access, provider productivity, customer service, and operational efficiency. Oversees scheduling, pre-registration, insurance verification, referrals, authorizations, and demographic accuracy while ensuring compliance with organizational policies and procedures. Provides leadership, training, and coaching to staff on scheduling systems, customer service, billing practices, payer requirements, and patient financial processes to support high-quality patient care and business operations.

Education & Experience

• Required: Degree (Associate’s or Bachelor’s) and two (2) years’ work experience in scheduling operations, workforce management, customer service, call center operations, or healthcare scheduling.
• Preferred: Basic accounting skills, working knowledge of insurance, referrals, authorizations, and patient registration processes.

Knowledge, Skills & Abilities

• Knowledge of office administration, healthcare scheduling procedures, medical terminology, and CPT/HCPCS and ICD-10 coding principles.
• Strong verbal, written, interpersonal, organizational, and problem-solving skills with the ability to communicate effectively and work collaboratively in a team environment.
• Proficient in Microsoft Office, practice management, and electronic health record (EHR) systems.
• Ability to accurately verify and maintain patient information, manage multiple priorities, maintain confidentiality, and provide excellent customer service.

Responsibilities

• Supervises the daily operations of the scheduling team to ensure timely, accurate scheduling, registration, and pre-registration processes.
• Oversees staff training and competency in scheduling software, registration procedures, insurance verification, referrals, authorizations, and organizational policies.
• Maintains accuracy and completeness of patient demographics, insurance information, referrals, and required documentation to ensure compliance with organizational standards.
• Ensures patient eligibility, insurance verification, referrals, and authorizations are completed prior to scheduled services and facilitates referrals to financial counseling when appropriate.
• Coaches and develops staff to deliver exceptional customer service while fostering a positive, patient-centered environment.
• Maintains current knowledge of scheduling systems, payer requirements, healthcare regulations, and organizational policies and ensures staff remain informed through ongoing education and training.
• Prepares reports, monitors quality and performance metrics, and supports departmental goals and continuous improvement initiatives.

Environmental and Physical Demands

• Requires occasional exposure to unpleasant or disagreeable physical environment such as high noise level and exposure to heat and cold.
• Occasional working hours significantly beyond regularly scheduled hours.
• Occasional activities subject to significant volume changes of a seasonal/clinical nature.
• Frequent work produced subject to precise measures of quantity and quality.
• Occasional bending, occasional lifting and carrying up to 25 pounds, occasional crouching/stooping, occasional kneeling, occasional pushing/pulling, occasional reaching, frequent sitting, frequent standing, occasional twisting, and constant walking.