Surgery Scheduler Supervisor

Nemours Children's Health is an internationally recognized pediatric health system serving more than 1.7 million patient encounters each year. We deliver care across six states through two freestanding children’s hospitals and a network of more than 80 primary, urgent, and specialty care practices. Our Whole Child Health approach focuses equally on prevention and treatment, partnering with communities to help every child thrive.

About the role

In collaboration with the Operations Manager, Nurse Manager, and Department of Surgery Chief/Division Chiefs, the Surgery Scheduling Supervisor provides operational and personnel oversight for the surgical scheduling function across ambulatory settings. This position ensures service line alignment and scheduling accuracy across multiple departments and surgical sites, reducing errors, optimizing operating room utilization, and improving patient access and experience.

Responsibilities

• Oversee daily operations of the surgery scheduling team, ensuring accuracy, productivity, and service standards.
• Coordinate surgical schedules across operating rooms and ambulatory centers to prevent conflicts and optimize utilization.
• Monitor key performance indicators (KPIs) such as scheduling accuracy, error rates, operating room utilization rates, call response times, service levels, work queue turnaround times, patient satisfaction, and access metrics.
• Lead, coach, and develop staff through training, performance management, and ongoing feedback.
• Manage escalations, complex scheduling issues, and patient concerns in collaboration with clinical teams.
• Analyze scheduling data and trends to identify opportunities for improved efficiency and access.
• Partner with clinical and administrative leadership to implement workflow improvements and standardization.
• Ensure compliance with organizational policies, regulatory requirements, and payer authorization processes.
• Maintain proficiency in systems (e.g., Epic, TalkDesk) and ensure team adherence to best practices.
• Support onboarding and continuous education of scheduling staff.
• Provide direct oversight of the scheduling team, including coaching, mentoring, and leading recruitment efforts for surgical schedulers.
• Manage timekeeping and work schedules (including remote staff) to ensure appropriate coverage.
• Support during staffing gaps or high-demand periods by performing scheduling functions as needed to maintain workflow continuity.
• Perform additional miscellaneous duties and responsibilities as assigned by leadership.

Requirements

• Associate's Degree required; Bachelor's Degree preferred.
• Minimum 3–5 years of healthcare scheduling, surgical coordination, or ambulatory operations experience.
• Minimum 1–2 years of supervisory or lead experience preferred.
• Experience with EMR systems (Epic preferred) and patient access workflows required.

Skills

• Regular attendance and strong communication/documentation skills.
• Ability to manage multiple priorities and effectively manage time.
• Clear, concise communication and ability to motivate workgroups.
• Problem-solving, critical thinking, and constructive feedback acceptance.